LEGOLAND Discovery Center Guest Experience Supervisor

LEGOLAND Discovery Centre • Auburn Hills, MI

22h • $18 • Onsite

About The Position

Support the Operations Manager [or Guest Experience Manager] in the efficient, effective, and safe day-to-day running of assigned areas of the attraction, with a strong focus on putting smiles on guests' faces. This role involves being the best-in-class on-the-floor example of excellence, leading the Guest Experience (GE) Team to consistently deliver world-class experiences, and supporting the delivery of initial and ongoing training for the GE Team. The position also involves working with management to implement labor budgets/schedules and ensuring the GE Team is Guest-Obsessed, positive, proactive, and FUN at all times. High standards of service, cleanliness, technical operation, and safety must be adhered to, and support for specified revenue metrics in commercial areas is also required.

Requirements

• Customer service experience is preferred.
• Experience working with children and families is desirable.
• This position requires a fun, outgoing approach in interacting with others with a desire to provide service on the highest possible level and the ability to work individually and as part of a team.
• Excellent communication skills are required.
• Must be able to work in a fast paced, multi-task environment.

Responsibilities

• Be the best-in-class on-the-floor example of excellence in assigned areas of the attraction.
• Lead (by example) the GE Team to consistently deliver world-class experiences to our guests, as evidenced by continuously meeting or exceeding KPI and Mystery Visit targets.
• Support the delivery of initial and ongoing training of GE Team as required for safe, efficient, and effective operation of assigned areas.
• Work with Operations Manager [or Guest Experience Manager] to implement labor budgets/schedules for various day-types and seasonal needs.
• Lead (by example) the GE Team to be Guest-Obsessed, positive, proactive, and FUN at all times.
• Ensure that the highest possible standards of service, cleanliness, technical operation, and safety are adhered to by the GE Team.
• Support delivery of specified revenue metrics for any commercial areas operated by the GE Team.
• Trained, willing, and able to serve as Duty Manager.
• Trained, willing, and able to perform all roles in assigned areas of the attraction.
• Constantly on the floor providing mentorship, motivation, and feedback to the GE Team.
• Supports recruiting, hiring, onboarding, and ongoing training for GE Team.
• Reports admission metrics, inventory levels, KPIs, dwell time and other metrics for the GE Team.
• Manages performance and growth of GE Team through Personal Development Plans, Probationary Reviews, Appraisals, and Training.
• Handles operational challenges as they occur.
• Monitors the visual appeal and effectiveness of all assigned areas, regularly making improvement recommendations to GM.

Benefits

• The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.
• The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe.
• Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed