Collective Goal: Ensure that every guest we welcome enjoys a magical, memorable, world-class guest experience and that every member of our team embraces and exhibits our company values (known collectively as The Merlin Way).

Scope of job: The Guest Experience Shift Lead is responsible for assisting the team as a part of the day-to-day Guest Experience operations of the attraction. The Shift Leads’ primary responsibility is serving as the Manager-onDuty for the entire attraction, ensuring efficient operation of our Admissions Department, Retail Shop and Café. Shift Leads also play a vital role in developing our front-line staff to deliver world class customer service every day.

Essential Functions:

Serve as Manager on Duty for the Attraction, includes but not limited to:

• Oversee the smooth operation of all departments including Admissions, Attraction, Food and Beverage, and Retail • Delegate and monitor daily assignments for front line staff.

• Lead and motivate staff to be “guest obsessed” and provide exemplary customer service.

• Uphold all health and safety policies and procedures and ensure all teams are compliant.

• Manage 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. Coordinate Training of front-line Hosts

• Initiate and organize all Host training in areas such as ride safety, food safety, profit protection, and retail standards. Maintain adequate records

. • Ensure that team members are empowered to deliver outstanding customer service including guest recovery as needed.

• Evaluate workforce performances. Coach and/or escalate as needed. 

Support Guest Experience/Attraction

• When not duty managing, Shift Leads will support their respective department in areas such as training, stocking, inventory controls, employee engagement, and scheduling.

• Other duties as assigned.

Health & Safety: Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with the Group Policy (HS001) and the law. Must ensure they follow safe working procedures for all work activities they undertake and 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.

Education and Experience: High school diploma or general education degree (GED) is preferred. Customer service and guest interaction experience and proficiency is required. Experience and passion for entertaining children and families is required. Ability to train others effectively required. This position requires a fun, expert, outgoing approach in interacting with others and the ability to lead a team to do the same, with an ability to provide service on the highest possible level. Excellent communication and motivational skills are required. Must be able to work in a fast paced, multi-task environment. Able and willing to work occasionally on weekends, evenings, and holidays, as needed. Work Environment: Depending on location, work may be performed inside or outside with varying temperatures and floor surfaces

Working at Merlin Entertainments means access to incredible benefits:

• Healthcare benefits including medical, dental, vision, and more.
• 401(k) retirement account with corporate match.
• Annual paid time off benefits.
• 30% off Merlin retail stores, including other retail discounts.
• Complimentary tickets to all Merlin attractions worldwide for yourself, friends, and family.
• Career progression and skills development with job opportunities across the country and globally.