LEGOLAND Discovery Center Retail Shift Lead

LEGOLAND Discovery Centre•Grapevine, TX

17h•Onsite

About The Position

The Retail Shift Lead is responsible for assisting the team as a part of the day-to-day Retail operations of the attraction. The Shift Leads’ primary responsibilities include serving as the department’s Supervisor on Duty and assuming the role of assigned hosts positions, where necessary. The Shift Lead also has a day-to-day role in developing front-line team members to deliver world-class customer service.

Requirements

High School diploma or GED.
Customer service and guest interaction experience and proficiency is required.
Experience and passion for entertaining children and families is required.
The ability to train others effectively is required.
A fun, expert, outgoing approach to interacting with others and the ability to lead a team to do the same, with an ability to provide service at the highest possible level.
Excellent communication and motivational skills are required.
Ability to obtain related licensures or certification as may be required to perform the essential function of the position or as required by law.

Nice To Haves

Minimum six months’ experience working in attractions, entertainment, or other service industry roles preferred.
Any combination of training and/or experience which demonstrates ability to perform the duties as described; a typical qualifying background would include experience working in an office environment involving public contact.

Responsibilities

When assigned the Supervisor on Duty, oversee the smooth operation of all departments including Admissions, Attraction, Food and Beverage, and Retail
Delegate and monitor daily assignments for front line staff.
Lead and motivate staff to be “guest obsessed” and provide exemplary customer service.
Uphold all health and safety policies and procedures and ensure all teams are compliant.
Manage queues and guest flow within the busiest areas of the attraction in the safest and most optimal way.
Efficiently respond to guest issues and concerns throughout the day by communicating amongst relevant departments.
Initiate and organize all Host training in areas such as ride safety, food safety, profit protection, and retail standards. Maintain adequate records.
Ensure that team members are empowered to deliver outstanding customer service including guest recovery as needed.
Evaluate workforce performance. Coach and/or escalate as needed.
When not duty managing, Shift Leads will support their respective department in areas such as training, stocking, inventory controls, employee engagement, and scheduling.
Perform other duties as assigned.