Job Summary:
The Retail Supervisor is responsible for front-line leadership of the daily operation within the Retail 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.
The Retail Supervisor also Duty Manager shifts on the floor of the attraction overseeing the daily operation of all
departments.
Key Responsibilities:
👑 Be the on-floor role model of excellence in all retail areas.
🛍️ Lead the Retail Team to deliver world-class, guest-obsessed experiences and hit KPIs & Mystery Shop goals.
🎓 Train, coach, and develop team members to keep operations safe, smooth, and magical.
🗓️ Help plan schedules and labor needs based on seasons and crowd levels.
📦 Support merchandising, inventory control, and ordering (sometimes on evening/night shifts).
💡 Keep the floor energized—mentor, motivate, and give feedback in real time.
👥 Assist with hiring, onboarding, performance plans, and team growth.
📊 Track & report key metrics: KPIs, inventory, dwell time, revenue, etc.
🚨 Handle day-to-day operational challenges and guest concerns with confidence.
✨ Keep every area clean, visually appealing, safe, and running at top quality.
📣 Communicate new policies, procedures, and info clearly with the team.
🎤 Lead & participate in daily shift briefings with leadership.
🙌 Encourage ideas and innovation from the Retail Team—celebrate creativity!
⭐ Demonstrate company values and ensure the team does, too.
🧹 Never walk past anything messy—fix it immediately!
🗂️ Complete inventory tasks in Futura and follow SOPs for stock and replenishment.
📝 Log incidents in MIDAS as needed.
🧭 Serve as Duty Manager and perform any role in assigned attraction areas when required.
🤝 Deliver team incentives, ensure proper staffing, and support revenue goals.
🧩 Tackle any additional duties that come your way!
Education and Experience:
High school or GED required. College degree preferred. At least two years of supervisory experience in a retail 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.
Benefits of Joining Merlin Entertainments!
🏥 Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.
🌴 Outstanding Paid Time Off (PTO): Enjoy well-deserved breaks to recharge!
🎢 Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions. 🎡
🏆 Recognition Programs and Rewards: Celebrate your achievements and hard work!
💼 401(k) Program: Save for the future with company matching contributions.
📚 Tuition Reimbursement Programs: Get support for further education and career growth.
🚀 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! 🌟✨
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