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 Retail Shift Lead is responsible for assisting the team as a part of the day-to-day Retail operations of the attraction. The Shift Leads’ primary responsibility is serving as the Manager-on-Duty for the entire attraction, ensuring efficient operation of our Admissions Department, Retail Shop, Café and Attraction. 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

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.

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.