Guest Experience Supervisor

What you'll bring to the team

We are seeking a dynamic and passionate individual to join us as a Guest Experience Supervisor, the guardian of unforgettable experiences for our guests. If you have boundless energy, a love for hospitality, and a natural talent for leading enthusiastic teams, then this is your chance to shine!

Qualifications & Experience

Key Responsibilities:

• Oversee Guest Services, maintaining exceptional knowledge of park policy and processes in order to meet guest needs, troubleshoot issues, and resolve any complaints.
• Working closely with the operations management team to create, implement, drive, maintain, and exceed KPI experience targets for the operations department.
• Assumes the position of Park Duty Manager and site controller, ensuring the highest possible standards of guest service, presentation, technical operation, and safety in all operation areas of the Attraction.
• Provide guidance and relevant information for guests with disabilities.
• Perform opening and closing routines for the department as defined by the Standard Operating Procedures
• Ensure cleanliness in Guest Services/Membership Services area.
• Work closely with each department, always following safety protocol, and reuniting lost children as needed.
• Strong problem-solving skills and ability to remain calm under pressure.
• Sort, log, and return any lost property.
• Understand the correlation between Guest Experience and achieving Volume, Revenue, and EBITDA targets.
• Assist in delivering ride training ensuring the highest possible standards of guest service, presentation, technical operation, and safety in all operational areas of the attraction.
• Understand risk assessments within attraction and ensure reporting of any new risks to the appropriate line manager.
• Trained to cover all commercial and guest experience operations, serving as a duty manager.
• Handle administrative duties including payroll, recognition platforms, schedules, recordkeeping, performance tracking documents, and personnel files.
• Support special events as assigned including but not limited to character offsite requests, partnership events, and internal park events.
• Action out operational team responsibilities throughout to maintain a collaborative partnership with the entertainment team and work toward a seamless transition into daily operations.
• 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

• Two years of experience as a supervisor, preferably in operations of either a visitor attraction, theme park, museum, leisure, hotel, or theatre environment.
• Experience in dealing with guests in difficult situations and maintaining the highest level of service in high-pressure situations.
• Experience in a training position preferred.
• Knowledge of Microsoft Excel, Outlook, and Word.
• Excellent communication and motivational skills.
• Proven ability to work on multiple projects simultaneously.
  
  

Benefits

• Health care options (medical, dental, and vision plans)
• Paid Time Off (PTO)
• Merlin Magic Pass for friends and family to enjoy the parks and attractions
• Recognition programs and rewards
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities
  
  

Pay Range

USD $19.50/Hr.

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.