Job Summary:

The Rides Shift Lead is responsible for assisting the team as a part of the day-to-day Rides operations of the attraction. The Shift Leads’ primary responsibilities include serving as the department’s Supervisor on Duty and assuming the role of assigned hosts positions, where necessary. This position ensures safe operating procedures and practices are always followed. Shift Leads also have a day-to-day role in developing our front-line team members to deliver worldclass customer service and protecting the mag

Key Responsibilities:

• Delegate and monitor daily assignments for front line team members within the Rides 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 Rides department in different areas such as training, auditing, employee engagement, assisting department supervisors with specific development projects and leading by example when assigned to rides 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.

• Perform other duties as assigned.

Education and Experience:

High School diploma or GED. Customer service experience is preferred. Minimum six months year experience working in attractions, rides, 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

Health & Safety:

Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with the Merlin Entertainments Group Health, Safety and Security Policy and the law. Must ensure they follow safe working procedures for all work activities they undertake, and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, must ensure they are reported to their line manager and cooperate with any investigation as appropriate in accordance with applicable laws.

Working Conditions:

• Attendance is a mandatory function of this job.

• Must be willing to work flexible hours, including morning, evenings, holidays, and weekends to support site operations. Physical Demands: • Ability to hear, listen, and to communicate with others.

• Ability to sit and stand for long periods of time. • Ability to use basic computer tools.

• Wear all necessary personal protective equipment to perform job functions.

• Move throughout all areas of the attraction with or without reasonable accommodation.

• Stand, sit, and/or walk continuously with or without reasonable accommodation and perform job function for the full shift with meal break.

• Bend, stoop kneel, reach twist, lift, push, pull, climb, balance, and/or crouch to accomplish daily activities.

• Grasp, turn and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Environmental Factors

• Depending on location, work may be performed inside or outside with varying temperatures and floor surfaces.

• Exposure to varying temperatures, extreme heat or cold and/or wet, damp, or drafty conditions. • Exposure to constant or intermittent sounds of a pitch level sufficient to cause marked distractions.

• Exposure to shaking objects and equipment.

• Exposure to varying light levels while transitioning in and out of the attraction at various times of the workday.

Lifting Requirements

• May be required to lift or carry items weighing up to 70 pounds with or without a reasonable

accommodation.

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.