Retail Lead - Cluster

SEA LIFE • Auburn Hills, MI

10d • $15

About The Position

As a Retail Shift Lead, you’ll bring the energy, leadership, and fun to every shift! You’ll be the go-to person on the floor by supporting daily retail operations, jumping into host roles when needed, and leading by example to create unforgettable guest experiences. You’ll help coach and grow our awesome front-line team, ensuring every guest encounter is filled with world-class service, big smiles, and a touch of magic. ✨

Requirements

• High school diploma or GED required; college degree preferred.
• Minimum of six months in attractions, entertainment, hospitality, or customer service; experience in a management or leadership role is a plus.
• Proven ability to lead, motivate, and coach a team to deliver world-class guest experiences.
• Strong problem-solving skills with the ability to respond quickly and professionally to guest concerns.
• Passion for entertaining children and families, bringing fun and energy to every interaction.
• Excellent communication, motivational, and interpersonal skills with an outgoing, hands-on leadership style.
• Experience in training, scheduling, inventory management, or other operational support is a plus.

Responsibilities

• Lead and motivate staff to be guest-obsessed, delivering top-tier customer service throughout every interaction.
• Delegate and monitor daily assignments for front-line team members to ensure operational excellence.
• Uphold all health and safety policies and procedures, ensuring full compliance across departments.
• Manage queues and guest flow within high-traffic areas to optimize efficiency and safety.
• Respond promptly and professionally to guest concerns, collaborating with other departments to achieve quick resolutions.
• Organize and conduct host training sessions in areas such as ride safety, food safety, profit protection, and retail standards, maintaining all required records.
• Evaluate workforce performance, providing coaching and development opportunities as needed.
• Support your assigned department during non-duty shifts with training, inventory management, scheduling, and team engagement.
• Perform additional duties as assigned to ensure seamless operations and an exceptional guest experience.
• Support and oversee the smooth operation of all attraction departments, including Admissions, Operations, Food & Beverage, and Retail when serving as the Supervisor on Duty as needed.

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: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees