As a Guest Experience Shift Lead, you’ll bring the energy and leadership needed to make every day at our attraction unforgettable. You’ll take charge as the Supervisor on Duty, lead a guest-obsessed team, and ensure operations run seamlessly from open to close. Whether it’s managing crowds, jumping into a host role, or coaching team members to shine, you’ll be right in the action—making sure every guest leaves with a smile. If you thrive in a playful, fast-paced environment and love leading by example, this is the role for you! ✨ 

Key Responsibilities:

• Lead daily Guest Experience operations and act as Supervisor on Duty to ensure smooth, guest-focused performance.

• Motivate, coach, and inspire team members to deliver world-class service with enthusiasm and positivity.

• Delegate and monitor daily assignments for front-line team members to keep operations running efficiently.

• Manage queues and guest flow safely and effectively during high-traffic periods.

• Respond quickly and professionally to guest issues, collaborating with other departments for seamless resolution.

• Assist with team training and documentation in all primary Guest Experience areas, ensuring everyone is confident and capable.

• Support the development of front-line team members through coaching, feedback, and on-the-job leadership.

• Uphold health, safety, and service standards across all operations.

• When not serving as Supervisor on Duty, assist with training, employee engagement, audits, and development projects.

• Lead by example on the attraction floor, ensuring fun, teamwork, and top-tier service every shift.

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.