Job Summary:

 The Guest Experience Supervisor is responsible for front-line leadership of the daily operation within the Guest Experience Team, ensuring the health and safety of our guests and staff. The Supervisor ensures all safe operating procedures and practices are always followed and provides feedback and follow-up. The Supervisor is also tasked with ensuring world class customer service is always delivered by the Team, whilst driving operational efficiency. The Supervisor manages the daily operation of their department, and provides example-based, shoulder-to-shoulder leadership to the front-line team.

This role also includes Duty Manager shifts on the floor of the attraction overseeing the daily operation of all departments.

Key Responsibilities:

• Ensure excellent Guest Care, working to Guest Obsession standards as set by Merlin.

• Leads the team by example and is very attraction-floor based.

• Working alongside operations management, providing mutual assistance in ensuring all positions are covered.

• Motivating and developing team members to fulfil their potential.

• Working closely on creating incentives with the operations management team.

• Ensure communication within the Team is always flowing freely.

• Ensure the highest possible standards of Guest Service, presentation, technical operation, and Safety in the attraction.

• Ensure team members are motivated, engaged and trained properly – including schedule management, coaching, etc.

• Deliver daily team briefings to ensure all members are fully aware of all activity within the Department and the Company.

• Ensuring errors are kept to a minimum and investigating any discrepancies.

• Implement service recovery to encourage & empower Team to do so, to ensure Guests will enjoy their visit.

• Adopt an enthusiastic, assertive, and passionate approach to customer care.

• Is keen to see all Team respond enthusiastically to change, understand the way forward, and able to look at all aspects of the business through the eyes of the Guest.

• Cross-trained in all Front of House areas.

• Be a leader in Guest Obsession initiatives.

• Takes an active role in supporting and assist leading all Customer Service strategies.

• Ensure the highest possible standards of guest service and presentation.

• Work closely with the Leadership Team to develop a staff incentive scheme to increase individual motivation, KPI scores and promote teamwork.

• Trained to cover all aspects of the Guest Experience operations, while being knowledgeable in all other areas of the business.

• Motivate and give feedback to all front-line team members on their standards of Guest Service and to maximize sales opportunities to ensure budgets are achieved.

• Act as a mentor and coaches on areas for development.

Assisting with the management of team, setting objectives, introductory reviews, appraisals, and training.

• Reporting of inventory levels, product scores & dwell time for the Guest Experience Department

• Working closely with the Leadership Team to promote teamwork and exceed secondary spend targets across the business.

• Leads by example and is the role model for all customer-facing teams to follow.

• Actively encourage and support new and innovative ideas from all team members on how to improve the business.

• Manage the training strategy in place for all incoming and existing team members.

• Monitor the effective visual appeal of guest facing areas and ‘experience’ points throughout attraction evaluating effectiveness and recommending improvements.

• 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.

• Perform other duties as assigned. 

Education and Experience:

High school diploma or GED required. At least two years of supervisory experience in a guest facing-based environment, visitor attraction or retail outlet. The ability to maintain the highest level of service in high-pressure situations in a busy environment while dealing with guests in an efficient, professional manner. Good people management and communication skills are essential to successfully manage the Admissions Team, coupled with the ability to motivate and be an inspirational role model. Excellent sales skills are a must while paying great attention to detail and experience of using computerized till systems is also needed. Ability to work on multiple projects simultaneously and multi-task as necessary.

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.

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), 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 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.