The Guest Experience Shift Lead plays a hands-on role in making every visit unforgettable! From leading the team on the floor to stepping into host positions when needed, you'll be right in the action, ensuring seamless operations and top-notch guest experiences. As Supervisor on Duty, you'll inspire and support the front-line team, helping them deliver world-class service while keeping the energy high and the fun flowing! 

Key Responsibilities:

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

Education and Experience:

• High School diploma or GED.
• Customer service experience is preferred.
• Minimum six months year experience working in attractions, entertainment, or other service industry roles preferred.
• Any combination of training and/or experience which demonstrates ability to perform the duties as described.

• Health care options (medical, dental, and vision plans)
• Paid Time Off (PTO)
• Merlin Magic Pass for friends and family to enjoy the parks and attractions
• Recognition programs and rewards
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities