Are you a natural leader who thrives in a fun, fast-paced environment? π As a Retail Shift Lead, you'll help drive the day-to-day operations of our attraction’s Retail department — creating magical experiences for every guest! Whether leading the floor or stepping into host positions, you’ll be at the heart of team development, guest service, and operational excellence. π’ποΈ
• Be the Supervisor on Duty π§βοΈ when assigned, supporting departments like Retail, Admissions, Attractions, and Food & Beverage
• Delegate daily tasks π and keep front-line staff energized and on-track
• Champion a “Guest Obsessed” culture π by delivering top-tier customer experiences
• Maintain health & safety compliance β
and support emergency response procedures
• Proactively manage queues & guest flow ποΈ for smooth and safe operations
• Respond quickly to guest concerns and collaborate across departments to resolve them
• Lead, coordinate, and document staff training in retail standards, profit protection, and safety protocols π‘οΈ
• Support team empowerment in guest recovery and exceptional service delivery π¬
• Provide real-time coaching, feedback, and escalation when necessary π
• Assist with stock management, visual merchandising, inventory control, and more when not on duty manager rotation π
• Perform other duties as assigned to support an outstanding guest experience
• High School Diploma or GED required π
• 6+ months experience in attractions, retail, hospitality, or service industry preferred
• Strong background in customer service & public-facing roles π
• Ability to motivate, inspire, and lead a team with positivity and purpose πͺ
• Strong communication, organization, and interpersonal skills βοΈπ£οΈ
• Passion for working with kids and families π¨π©π§π¦
• Tech-savvy and confident using point-of-sale and office systems π»
• Excited to be hands-on and flexible in your day-to-day tasks!
• Ability to obtain any required certifications or licenses necessary for the role or by law
• Occasional local travel may be required
• Follow all safety protocols and support safe operations for team and guests
• Must report any incidents and participate in investigations where required
• Managers are responsible for maintaining safe work environments and ensuring their team understands and complies with company safety policies
• Attendance is a mandatory function of this job
• Must be able to work flexible hours including mornings, evenings, weekends, and holidays
• Indoor/outdoor work with varying temperatures and loud environments may be required
• Ability to walk, stand, and move continuously throughout shift
• Lift, carry, or move up to 50 lbs with or without accommodation
• Regular bending, twisting, reaching, and kneeling
• Use of PPE as required
• Be Adaptable – Thrive in a dynamic environment and adjust on the fly
• Collaborate – Work as one team to meet shared goals π€
• Communicate Effectively – Tailor communication for different audiences
• Ensure Accountability – Take ownership and hold others to commitments
β¨ Ready to lead retail magic? Apply now and help us bring smiles to every guest’s day! π
π Benefits of Joining Merlin Entertainments! π
π₯ Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.
π΄ Outstanding Paid Time Off (PTO): Enjoy well-deserved breaks to recharge!
π’ Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions. π‘
π Recognition Programs and Rewards: Celebrate your achievements and hard work!
πΌ 401(k) Program: Save for the future with company matching contributions.
π Tuition Reimbursement Programs: Get support for further education and career growth.
π Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!
Ready to be a part of the magic? Apply today and start your adventure with Merlin Entertainments! πβ¨
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