With a primary focus on staff and guest obsession, the Team Leader plays a crucial role in making this the best place to work in the world. The Team Leader position is a guest-facing, frontline role with elevated responsibilities that supports the frontline Guest Experience Host in their assigned department. To maintain excellent guest satisfaction results and to promote a positive work environment, the Team Leader is present in guest-facing areas and assists with delivering memorable experiences with guests and empowering fellow frontline Model Citizens to do the same. The Team Leader acts as a constant resource of department knowledge with administrative responsibilities for the Model Citizens in their assigned department.

Main Responsibilities:

• Works alongside staff for most of their working day in the parking lot, ticket windows, guest service, and turnstiles.
• Ensure any IT challenges are raised to the IT team and proactively follow up on any challenges to make sure the staff has working equipment.
• A Team Leader assists in opening and closing routines, ensuring that their assigned area opens properly and as scheduled. Conducts pre-shift meetings for all Model Citizens to communicate pertinent information and communicate daily goals for their assigned location.
• Ensures that proper staffing levels are maintained for the day’s operations and that Model Citizens rotate through assigned locations and are given breaks as required and coordinate with the CPT/ROC as needed.
• Is responsible for notating and reporting the occurrences of the workday to their leadership team. Remains in communication with area leadership to address issues in a timely and effective manner.
• Acts as a knowledgeable resource and role model in their area for all guest engagement practices.
• Participates in on-the-job training and staff performance and development, including in-the-moment coaching and issuing of corrective actions up to a Verbal Warning to Model Citizens. A Team Leader is assigned a percentage of the team as direct reports in these matters.
• Assists in the interviewing and hiring process for new frontline Model Citizens.
• Ensures that all sanitation and safety procedures are implemented and maintained. Responsible for escalating potential safety hazards to the appropriate individuals, including LEGObase, Maintenance, and the department leadership.
• Responsible for continuing own growth through utilization of career development programs through collaboration with department leadership.

Health & Safety:

Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with the Group Policy (HS001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake, and they must not use any tools or equipment for which they have not been trained.  Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.

Managers/supervisors are responsible for all aspects of Health, Safety & Security within their team, in line with the Group Policy (HS001). In particular, they must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees in their teams are aware of the Group Health, Safety and Security Policy and their obligations under it. They must ensure that safe working practices are monitored, and that risk assessments and procedures are reviewed regularly. Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.

Work Environment:

• Various inside and outside locations with varying temperatures and floor surfaces.
• Exposed to wet and/or humid conditions.

Physical Demands:

• Ability to sit for sustained periods of time to attend on-site meetings, complete paperwork.

• Intermittent and prolonged standing and walking to move about the resort site and interact with employees and guests.
• Finger dexterity sufficient to complete paperwork activities and to use a computer.
• Visual acuity sufficient to read written materials, to complete paperwork activities, and to drive.
• Hearing sufficient to communicate with individuals in person and by telephone.

Other Job Requirements:

• Must be willing to work flexible hours, including evenings, weekends, and holidays to support resort operations.

Twelve months experience in a customer-service/hospitality role preferred. Theme park experience in a child-oriented setting is a plus.  Effective organizational and problem-solving skills with the ability to make quick decisions required.  Ability to work as part of a team and to develop others within the team structure required. Must possess demonstrated leadership abilities. Requires excellent customer service skills.

Education:

• A high school diploma or general education degree (or equivalent education and experience) is preferred.