Job Title: Guest Experience Shift Lead
Operating Group: Gateway North America 
Division: Operations
Reports to: Guest Experience or Operations Manager
Job Level: Non-Manager
Exemption Status: Non-Exempt

Job Summary:

The Guest Experience Shift Lead is responsible for assisting the team as a part of the day-to-day Guest Experience 
operations of the attraction. The Shift Leads’ primary responsibilities include serving as the department’s Supervisor 
on Duty and assuming the role of assigned hosts positions, where necessary. Shift Leads also have a day-to-day role
in developing our front-line team members to deliver world-class customer service.

Key Responsibilities:

• Delegate and monitor daily assignments for front line team members within the Guest Experience 
department.
• Lead and motivate team members to be “guest obsessed” and provide exemplary customer service.
• Uphold all health and safety policies and procedures and ensure all teams are compliant.
• Assist in managing queues and guest flow within the busiest areas of the attraction in the safest and most 
optimal way.
• Efficiently respond to guest issues and concerns throughout the day by communicating amongst relevant 
departments.
• Initiate and organize all Host training in all primary guest experience focused areas within all attractions. 
Maintain adequate documentation and training records.
• Ensure team members are empowered to deliver outstanding customer service including guest recovery 
as needed.
• Evaluate workforce performance. Coach and/or escalate as needed.
• When not assigned to be the department’s Supervisor on Duty role, support the Guest Experience
department in different areas such as training, auditing, employee engagement, assisting department 
supervisors with specific development projects and leading by example when assigned to guest experience 
host positions.
• The above list is not exclusive or exhaustive and may require undertaking such tasks as may reasonably be 
expected within the scope and grading of the role.
Education and Experience:
High School diploma or GED. Customer service experience is preferred. Minimum six months year experience 
working in attractions, entertainment, or other service industry roles preferred. Any combination of training and/or 
experience which demonstrates ability to perform the duties as described; a typical qualifying background would 
include experience working in an office environment involving public contact.
Fun, outgoing approach interacting with others, providing service on the highest possible level, and working
individually and as part of a team. Working in a fast paced, multi-task environment. Excellent verbal and written
communication skills. Knowledge of standard types of office filing systems, proper telephone etiquette and 
techniques; standard office software applications; standard office equipment. Using various software applications; 
organize and prioritize work; perform basic research and report results; proofread material and make necessary 
corrections; learn and follow standard office procedures; learn appropriate filing and recordkeeping systems; select 
appropriate business formats; work cooperatively and effectively with management, team member, and the public.
Guest Experience Shift Lead
Job Description
Licenses and Certifications
Ability to obtain related licensures or certification as may be required to perform the essential function of the 
position or as required by law. 
Travel Requirements: 

• May occasionally require local travel.
Health & Safety:
Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with 
the Merlin Entertainments Group Health, Safety and Security Policy and the law. Must ensure they follow safe 
working procedures for all work activities they undertake, and they must not use any tools or equipment for which 
they have not been trained. Where incidents do occur, must ensure they are reported to their line manager and 
cooperate with any investigation as appropriate in accordance with applicable laws.
Working Conditions:
• Attendance is a mandatory function of this job. 
• Must be willing to work flexible hours, including morning, evenings, holidays, and weekends to support 
site operations.
Physical Demands:

• Ability to hear, listen, and to communicate with others. 
• Ability to sit and stand for long periods of time.
• Ability to use basic computer tools. 
• Wear all necessary personal protective equipment to perform job functions. 
• Move throughout all areas of the attraction with or without reasonable accommodation.
• Stand, sit, and/or walk continuously with or without reasonable accommodation and perform job function 
for the full shift with meal break.
• Bend, stoop kneel, reach twist, lift, push, pull, climb, balance, and/or crouch to accomplish daily activities.
• Grasp, turn and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye 
coordination. 
Environmental Factors :

• Depending on location, work may be performed inside or outside with varying temperatures and floor 
surfaces.
• Exposure to varying temperatures, extreme heat or cold and/or wet, damp, or drafty conditions. 
• Exposure to constant or intermittent sounds of a pitch level sufficient to cause marked distractions.
• Exposure to shaking objects and equipment.
• Exposure to varying light levels while transitioning in and out of the attraction at various times of the 
workday. 
Lifting Requirements :

• May be required to lift or carry items weighing up to 50 pounds with or without a reasonable 
accommodation. 

Additional Non – Technical Competencies:

Be adaptable – adapting approach and demeanor in real time to march the shifting demand of different situation.
Collaborate – Building partnerships and working collaboratively with others to meet shared objectives.
Communicate Effectively – Developing and delivery communications that convey a clear understanding of the 
unique needs of different audiences.
Ensure Accountability – Holding self and other accountable to meet commitments.
Core Behaviors
Merlin people create joyful experiences that unite and inspire people from every walk of life. Our ambition is to be 
the best place in the work to work and visit. We do this by working together with shared values and demonstrating 
values-based competencies.
We Care We go above and beyond for our guests and our people – no gesture is too thoughtful. We 
are uncompromising about safety, security, and welfare, setting the highest standards. We 
work hard to have a positive impact, both on the planet and in our local communities.
Own Your Craft We constantly sharpen our skills and help others to grow in their roles. We listen closely 
to others, learning from feedback. We take inspiration from our industry and world, to stay 
at the forefront of entertainment. 
Drive and 
Discover
We give our best every day, owning our work and seeing it through until it’s done brilliantly. 
We focus on the things that make the biggest difference: do less but do it better. We explore 
untapped opportunities to delight more guests in more ways, embracing calculated risks.
Go Together We work on our relationships daily, building teamwork and trust. We collaborate with 
people from other teams and sites around the globe, to solve problems together and draw 
on diverse perspectives. We commit to our decisions and move at speed to make progress 
happen.
Enjoy the Ride We bring fun and optimism to our work – because happiness helps us be at our best. We 
support each other through challenges and turn missteps into opportunities to learn. We 
cultivate a warm, welcoming environment where people feel a strong sense of belonging.
Disclaimer Statement
I confirm that I have read, understand and am able to perform the essential job functions of the job with or 
without reasonable accommodation.

About the Perks

In return you will find a competitive salary and benefits package (including a medical, vision, dental, life insurance and 401(k) matching plan offering), share program opportunities, and benefit from free entry to all of our Merlin attractions which also extend to family and friends. In addition, you can expect continued growth of joining an exciting, global organization.

Everyone Matters at Merlin.  
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. 

We want to ensure that everyone has the opportunity to perform their best at an interview, so if you have any additional requirements due to ill health or a disability, please contact our friendly team to have a discussion. You can get in contact at NAPeopleHUB@merlinentertainments.biz.