The Guest Experience Shift Lead plays a key role in bringing our conservation story to life. They’re passionate about marine life and education, and they genuinely enjoy sharing that passion with every guest who walks through the door. This role is all about creating meaningful connections by leading by example, inspiring curiosity, and fostering a fun, guest-obsessed culture within the team.

Our ideal candidate thrives in a fast-paced, dynamic environment, confidently engaging with guests of all ages. They’re a natural leader who brings positivity, teamwork, and excitement to every shift who will keep energy high and ensuring every visit leaves a lasting impression. ✨ 

Key Responsibilities:

• Delegate and monitor daily assignments for front-line team members within the Guest Experience department.

• Lead and motivate team members to be “guest obsessed” and provide exemplary customer service.

• Uphold all health and safety policies and procedures and ensure all teams are compliant.

• Assist in managing 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 by communicating across departments.

• Initiate and organize host training across guest experience areas; maintain documentation and training records.

• Empower team members to deliver outstanding guest service, including guest recovery when needed.

• Evaluate workforce performance—coach, mentor, and escalate as needed.

• Support the Guest Experience department in training, auditing, employee engagement, and leadership development when not assigned as Supervisor on Duty.

• Perform other duties as reasonably required within the scope of the role.

Education & Experience:

• 🎓 High school diploma or GED required.
• 🎢 Minimum of six months in attractions, entertainment, hospitality, or customer service preferred.
• 💪 Previous experience leading a team, project, or assignment demonstrating strong leadership and accountability.
• 🌟 Positive, outgoing personality with a passion for guest experience and teamwork.
• ⚡ Flexible and adaptable — thrives in a fast-paced, ever-changing environment.
• 🗣️ Excellent in-person communication skills and a calm, professional approach to problem-solving.
• 💻 Comfortable using office software and technology to support daily operations and recordkeeping.
• 🤝 Reliable, trustworthy, and driven to deliver service that wows every guest.

The Perks of the Magic ✨

• 🎡 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.