Guest Experience Supervisor

LEGOLAND Discovery Centre • East Rutherford, NJ

6d • $22

About The Position

Are you ready to take the lead and help build unforgettable memories, one brick at a time? LEGOLAND Discovery Center New Jersey is searching for an energetic and passionate Guest Experience Supervisor to guide our front-line team and deliver world-class service to every guest who enters our attraction. If you love hands-on leadership, fast-paced environments, and inspiring others to be their best, this is your chance to construct something truly special!
Key Objectives:
🌟 Guest Experience Architect: Deliver outstanding guest care by living and breathing Merlin’s Guest Obsession standards, ensuring every visit is awesome from start to finish.
🚀 Lead from the Floor: Be a visible, attraction-floor-based leader who sets the example and inspires excellence through action.
🤝 Team Builder & Motivator: Coach, develop, and motivate team members to reach their full potential while creating a positive, high-energy environment.

Requirements

• High school diploma or GED.
• 2+ years of supervisory experience in a guest-facing role (attractions, hospitality, retail, etc.).
• Strong leadership skills with the ability to motivate and inspire a team.
• Passion for delivering outstanding guest service in a fast-paced environment.
• Excellent communication and problem-solving skills.
• Flexible availability, including nights, weekends, and holidays.
• Commitment to health, safety, and security standards.

Responsibilities

• Daily Team Huddles: Lead engaging daily briefings to keep the team informed, motivated, and aligned with operational and guest experience goals.
• Department Leadership: Support the daily operation of the Guest Experience Team, ensuring exceptional standards of guest service, presentation, technical operation, and safety.
• Innovation & Creativity: Encourage new ideas and creative thinking, helping to continuously improve the guest journey.
• Incentive Programs: Work closely with the Operations Leadership Team to develop and implement incentive schemes that drive motivation, improve KPIs, and strengthen teamwork.
• Guest Obsession Champion: Actively lead and support all Guest Obsession initiatives, ensuring decisions are always made through the eyes of the guest.
• Continuous Improvement: Evaluate the visual appeal and effectiveness of all guest-facing areas and experience points, recommending enhancements where needed.
• Communication Hub: Ensure communication flows freely within the team and across departments.
• Service Recovery Expert: Empower the team to resolve guest concerns confidently and professionally, turning challenges into positive experiences.
• Training & Development: Support training strategies for new and existing team members, ensuring everyone is equipped for success.
• Mentorship: Provide regular feedback, coaching, and guidance to maximize performance and engagement.
• Duty Manager: Undertake Duty Manager shifts on the attraction floor, overseeing all departments and ensuring smooth daily operations.
• Safety Block Champion: Take ownership of Health, Safety, and Security within your team.

Benefits

• Fantastic Health Coverage: Enjoy comprehensive medical, dental, and vision benefits to keep you feeling your best.
• Generous Paid Time Off: Take the time you need to rest, recharge, and come back ready to create more unforgettable moments.
• Merlin Magic Pass: Share the fun with free entry for you, your family, and friends to our world-famous attractions.
• Recognition and Rewards: Your hard work does not go unnoticed. Celebrate your achievements with exciting recognition programs.
• 401(k) Savings Plan: Build your future with our company-matched retirement program.
• Tuition Assistance: Pursue your passions with educational support and reimbursement programs.
• Growth and Development: Learn, grow, and take your career to new heights with endless opportunities for advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED