Merlin Entertainments

Guest Experience Team Lead

Location (Country-State-City) US-VA-Springfield
Job ID
2026-12265
Employment Type
Full-Time
Offer/Contract Type
At Will (US Only)
Location Name
LEGO Discovery Center Washington

What you'll bring to the team

 
This is what we do every day. Our 31,000+ awesome colleagues create and play together to spark the imaginations of children and LEGO® fans of all ages, all around the world. 
 
Just imagine being part of this – playing with ideas, creating magical experiences, and learning while growing and building your dream career.

Lead the team. Keep operations moving. Deliver an incredible guest experience.

 

We’re looking for a hands-on leader who thrives in fast-paced, high-volume environments and knows how to keep teams focused during busy shifts. If you’re confident leading in real time, holding standards, and solving problems under pressure, this could be the role for you.

Qualifications & Experience

What You’ll Do

  • Lead frontline team members during daily operations
  • Serve as Supervisor on Duty when assigned
  • Make real-time operational decisions during busy periods
  • Coach employees and provide direct performance feedback
  • Support guest flow, queue management, and crowd control
  • Handle guest concerns professionally and confidently
  • Ensure safety, service, and operational standards are followed
  • Train and develop frontline team members
  • Step into operational positions when needed and lead by example

What We’re Looking For

Required Skills & Experience

✔ Prior leadership experience in a high-volume, guest-facing environment
✔ Strong communication and team leadership skills
✔ Comfortable giving direct feedback and holding standards
✔ Ability to stay calm and make decisions under pressure
✔ Reliable, punctual, and highly accountable
✔ Flexible availability, including weekends and holidays
✔ Strong multitasking and problem-solving abilities

Preferred Backgrounds

Experience in:

  • Attractions
  • Hospitality
  • Entertainment
  • Retail leadership
  • Tourism
  • Guest services

Qualifications

  • High School diploma or GED required
  • Supervisory, lead, or shift management experience preferred
  • Experience training or coaching frontline employees is a plus

Benefits

  • Health care options (medical, dental, and vision plans)
  • Paid Time Off (PTO)
  • Recognition programs and rewards
  • 401(k) program with company match
  • Tuition reimbursement programs
  • Numerous learning and advancement opportunities
Workplace - Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong. 
 
The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team. 
 
The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer. 
 
Thank you for sharing our global commitment to Children’s Rights. 
 
Just imagine building your dream career.   Then make it real. Join the LEGO® team today. 
 
 
Merlin Entertainments are facilitating the LEGO Group’s recruitment process for this role as part of a transitional service agreement with the LEGO Group. 

 

 

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible. 

Pay Range

USD $18.00/Hr.

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At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters!

Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.