Position Summary

The LEGO Shop Ambassador is responsible for delivering an outstanding guest experience by providing exceptional customer service, promoting LEGO products and programs, and creating a welcoming retail environment. This role serves as a brand ambassador for both LEGO and LEGOLAND California, helping guests find products that meet their needs while driving sales through product knowledge, engagement, and personalized recommendations.

The ideal candidate is energetic, guest-focused, passionate about the LEGO brand, and thrives in a fast-paced retail environment.

Key Responsibilities

Guest Experience & Sales

• Create memorable shopping experiences for guests of all ages.
• Welcome and engage every guest through friendly, personalized interactions.
• Utilize LEGO sales training techniques to identify guest needs and recommend products.
• Build customer relationships through exceptional service and genuine enthusiasm.
• Promote and educate guests on LEGO products, features, and benefits.
• Drive sales through cross-selling, upselling, and product recommendations.
• Promote the LEGO Insiders program and assist guests with enrollment and benefits.

Brand Representation

• Serve as a positive ambassador for the LEGO and LEGOLAND brands.
• Demonstrate passion and enthusiasm for LEGO products and experiences.
• Support the store mission of "Creating Awesome Moments for Guests of All Ages."
• Consistently represent company values and brand standards.

Guest Resolution & Problem Solving

• Proactively address guest questions and concerns with professionalism and care.
• Resolve issues while adhering to company policies and procedures.
• Adapt to changing business needs and maintain a positive attitude in a fast-paced environment.

Teamwork & Store Operations

• Collaborate with team members to support daily store operations.
• Assist with merchandising, restocking, and maintaining product displays.
• Keep the retail environment clean, organized, safe, and inviting.
• Support store goals and contribute to a positive team culture.

Compliance & Integrity

• Follow all LEGOLAND policies, procedures, and safety standards.
• Demonstrate honesty, accountability, and professionalism in all interactions.
• Maintain confidentiality and handle transactions responsibly.

Education & Experience

• High school diploma or equivalent preferred.
• Previous retail, customer service, sales, hospitality, theme park, or guest-facing experience preferred.
• Experience working with cash handling and point-of-sale systems is a plus.
• Experience promoting loyalty or membership programs is beneficial.

Physical Requirements

• Ability to stand and walk for up to 90% of your shift.
• Frequent use of hands and arms to handle merchandise and operate retail equipment.
• Ability to bend, stoop, reach, and lift merchandise as needed.
• Ability to lift and carry up to 50 pounds with or without reasonable accommodation.
• Ability to work in a busy retail environment with frequent guest interaction.

Benefits of Merlin Entertainments

·       Excellent health care options (medical, dental, and vision that encourage preventative care).

·       Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.

·       Merlin Magic Pass for friends and family to enjoy the parks & attractions

·       Recognition Programs and Rewards

·       401(k) program with company match

·       Tuition reimbursement programs

·       Numerous learning and advancement opportunities