🎯 About the Role

In this role, you’ll support the day-to-day Guest Experience operations of the attraction. You’ll help support the team, manage guest flow, and ensure exceptional service standards are consistently delivered.

You’ll also play a critical role in coaching and developing team members—helping them grow while creating memorable moments for every guest.

🌟 What you'll bring to the team

Are you passionate about creating unforgettable experiences? Do you thrive in a fast-paced, guest-focused environment where no two days are the same?

As a Guest Experience Shift Lead, you’ll play a key role in delivering world-class service while supporting and developing a dynamic front-line team. You’ll lead by example, step into action when needed, and ensure every guest leaves with a smile.

🛠️ What you’ll be doing

• Lead, delegate, and monitor daily assignments for front-line team members
• Inspire a guest-obsessed culture by modeling outstanding service
• Act as Supervisor on Duty, making real-time operational decisions
• Manage guest flow and queues to ensure a safe and seamless experience
• Resolve guest concerns quickly and professionally
• Support recruitment, onboarding, and training of new hosts
• Maintain training records and ensure team readiness across all areas
• Coach team members and support performance development
• Uphold all health, safety, and operational standards
• Collaborate with other departments to ensure smooth daily operations
• Step into host roles as needed and lead by example on the floor

🎓 What we’re looking for

• High School Diploma or GED
• At least 6 months of experience in attractions, entertainment, retail, or customer service environments preferred
• A confident communicator with strong interpersonal skills
• A natural leader who motivates and inspires others
• Ability to multitask and thrive in a fast-paced environment
• Positive, energetic, and guest-focused mindset
• Comfortable using basic computer systems and tools

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.