Merlin Entertainments

Guest Experience Shift Lead

Location (Country-State-City) US-IL-Schaumburg
Job ID
2026-12278
Employment Type
Full-Time
Offer/Contract Type
At Will (US Only)
Location Name
LEGOLAND Discovery Center Chicago
Job Locations
US-IL-Schaumburg

What you'll bring to the team

Job Summary: 
The Guest Experience Shift Lead is responsible for assisting the team as 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 host 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.
 
 
 
 
 
 
This is what we do every day. Our 31,000+ awesome colleagues create and play together to spark the imaginations of children and LEGO® fans of all ages, all around the world. 
 
Just imagine being part of this – playing with ideas, creating magical experiences, and learning while growing and building your dream career. 
 
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. 

Qualifications & Experience

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 

Benefits

Workplace - Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong. 
 
The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team. 
 
The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer. 
 
Thank you for sharing our global commitment to Children’s Rights. 
 
Just imagine building your dream career.   Then make it real. Join the LEGO® team today. 
 
 
Merlin Entertainments are facilitating the LEGO Group’s recruitment process for this role as part of a transitional service agreement with the LEGO Group. 
 
  • 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

 

 

 

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible. 

Pay Range

USD $17.00/Hr.

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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.