Job Title: Guest Experience Supervisor

Division: Midway North America – LEGOLAND Discovery Centers 

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: Support the Operations Manager [or Guest Experience Manager] in the efficient, effective, and safe day-to-day running of assigned areas of the attraction, with a strong focus on putting smiles on guests' faces.

Essential Job Functions:

 Be the best-in-class on-the-floor example of excellence in assigned areas of the attraction.  Lead (by example) the GE Team to consistently deliver world-class experiences to our guests, as evidenced by continuously meeting or exceeding KPI and Mystery Visit targets.

 Support the delivery initial and ongoing training of GE Team as required for safe, efficient, and effective operation of assigned areas.

 Work with Operations Manager [or Guest Experience Manager] to implement labor budgets/schedules for various day-types and seasonal needs.

 Lead (by example) the GE Team to be Guest-Obsessed, positive, proactive, and FUN at all times.

 Ensure that the highest possible standards of service, cleanliness, technical operation, and safety are adhered to by the GE Team.

 Support delivery of specified revenue metrics for any commercial areas operated by the GE Team.

Main Responsibilities:

 Trained, willing, and able to serve as Duty Manager.

 Trained, willing, and able to perform all roles in assigned areas of the attraction.

 Constantly on the floor providing mentorship, motivation, and feedback to the GE Team.

 Supports recruiting, hiring, onboarding, and ongoing training for GE Team.

 Reports admission metrics, inventory levels, KPIs, dwell time and other metrics for the GE Team.

 Manages performance and growth of GE Team through Personal Development Plans, Probationary Reviews, Appraisals, and Training.

 Handles operational challenges as they occur.

 Monitors the visual appeal and effectiveness of all assigned areas, regularly making improvement recommendations to GM.

 Manages and rectifies guest complaints in assigned areas per practice and policy, ensuring records are maintained.

 Manages all policies and procedures in relation to employment as advised by Human Resources and Merlin Operations Manual.

 Manages delivery of staff incentive opportunities to increase performance and promote teamwork.

 Ensures proper coverage and staff utilization for assigned areas at all times.

 Coaches and Manages GE Team to provide best-in-class guest experience and maximize profit in all assigned areas.

 Manages, and maintains records of, GE Team performance improvement plans.

 Actively and consistently leads by example and serves as aspirational role model at all times.

 Clearly and effectively communicates existing and new policies, procedures, and information with GE Team.

 Takes an active role, along with attraction SLT, in leading daily/shift team briefings.  Ensures that team members are trained and empowered to deliver outstanding customer service - including guest recovery as needed.

 Welcomes and rewards ideation and innovative suggestions from GE Team.

 Demonstrates Merlin Values at every opportunity and requires GE team to do the same.

 Maintains oversight and control of all assigned areas, quickly investigating errors, complaints, and incidents.

 Logs all incidents (as required) in MIDAS system.

 Never walks by trash, dirt, filth, or disrepair in front-of-house or back-of-house areas without addressing immediately.

 Other duties as assigned.

Brand Specific Responsibilities:

 Support the Operations & Guest Experience Managers with all aspects of Health, Safety & Security within their team, in line with the Group Policy (HS001).

 Ensure all rides are operated safely, in line with Group H&S Policy and in compliance with each individual ride Code of Safe Working Practices (CoSWP). They must ensure ALL rides are operated by a trained and competent operator when in use and all training and re-training is complete and up to date. Lock Out / Tag Out procedure must also be followed and any infringements or violations reported to the Operations/Guest Experience Manager immediately.

 Ensure all Operations risk assessments and safe working procedures are in place, and monitored, for all work activities.

 All employees in their teams are aware of the Group Health, Safety and Security Policy and their obligations under it.

 Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.

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. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, they must ensure that they are reported to their line manager and cooperate with any investigation as appropriate in accordance with applicable laws.

Education and Experience: Customer service experience is preferred. Experience working with children and families is desirable. This position requires a fun, outgoing approach in interacting with others with a desire to provide service on the highest possible level and the ability to work individually and as part of a team. Excellent communication skills are required. Must be able to work in a fast paced, multi-task environment. Work Environment: Various inside and outside locations with varying temperatures and floor surfaces.

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), share program opportunities, 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 an 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.