Bring your leadership, positivity, and passion for people to the front line of fun! As a Guest Experience (Operations) Supervisor, you’ll lead our Guest Experience Team in creating unforgettable moments for every visitor by ensuring each interaction is warm, seamless, and full of energy. You’ll set the tone by leading from the floor, keeping operations running smoothly, and inspiring your team to deliver world-class service every single day. Calm under pressure and guest-obsessed by nature, you’ll coach, motivate, and hold your team accountable to the highest standards — all while making sure the magic never misses a beat!✨  

Key Responsibilities:

• Lead by example, providing hands-on, floor-based leadership to the Guest Experience Team.

• Ensure top-tier guest care and uphold “Guest Obsession” standards across all operations.

• Motivate, coach, and develop team members to reach their full potential through training, feedback, and encouragement.

• Manage daily staffing, scheduling, and coverage to ensure smooth and efficient operations.

• Deliver clear, engaging team briefings to align everyone with daily goals and activities.

• Support service recovery efforts, empowering your team to turn challenges into positive guest experiences.

• Maintain health, safety, and operational standards while ensuring the attraction looks its best at all times.

• Collaborate with leadership on staff incentives, performance metrics, and strategies to boost team engagement.

• Foster open communication within the team, promoting collaboration, accountability, and a culture of fun.

• Provide input on guest feedback, dwell time, and experience quality to continuously elevate performance.

• Support with inventory tracking, KPI goals, and initiatives that drive revenue and guest satisfaction.

• Encourage innovation by inspiring your team to share creative ideas that enhance the guest journey.

• Perform other duties as assigned to support a world-class, guest-focused operation.

Education & Experience:

• 🎓 High school diploma or GED required; college coursework in hospitality or management preferred.
• 🎢 Minimum of two years of supervisory experience in a guest-facing role within attractions, retail, or hospitality.
• 💪 Proven ability to lead and motivate teams while maintaining calm, professional composure under pressure.
• 💬 Strong communication, coaching, and feedback skills with a focus on accountability and team growth.
• 🌟 Passionate about delivering outstanding guest experiences with a “lead by example” approach.
• 💻 Experience with POS systems, scheduling tools, and operational software preferred.
• 🧠 Detail-oriented multitasker who thrives in a fast-paced, high-energy environment.
• 🗣️ Confident communicator who builds trust, encourages performance, and drives results with enthusiasm.

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.