Job Title: Guest Experience Supervisor
Division: Gateway North America
Department: Operations
Reports to: Guest or Operations Manager
Job Level: Non-Manager
Exemption Status: Non-Exempt

Job Summary

The Guest Experience Supervisor provides front-line leadership for the Guest Experience Team, ensuring exceptional service, operational efficiency, and the health and safety of guests and staff. This role is hands-on, supporting day-to-day attraction operations and acting as Duty Manager during scheduled shifts.

Key Responsibilities

• Lead by example on the attraction floor, driving Guest Obsession standards and ensuring safe operating procedures are followed.

• Deliver exceptional guest service while maintaining operational flow and team morale.

• Support daily staffing, scheduling, and training; coach and mentor team members.

• Facilitate daily briefings and maintain effective communication across departments.

• Monitor guest areas for service quality, cleanliness, and overall experience; implement service recovery strategies when needed.

• Support the creation and execution of team incentives and service improvement strategies.

• Assist with team performance management, appraisals, and development.

• Track inventory, report on KPIs, and promote initiatives to enhance guest satisfaction and secondary spend.

• Collaborate with management to implement new ideas and continuously improve guest experience.

• Ensure compliance with all safety, security, and operational policies.

Qualifications & Experience

• High school diploma or GED required.

• Minimum 2 years of supervisory experience in a guest-facing, high-volume environment (e.g., retail, attractions, or hospitality).

• Strong leadership, communication, and sales skills.

• Proficient in POS systems and multi-tasking in dynamic settings.

• Experience in training, coaching, and performance management preferred.

Physical & Working Conditions

• Must be able to work flexible hours, including weekends and holidays.

• Requires prolonged periods of standing, walking, bending, and lifting (up to 70 lbs with or without accommodation).

• Exposure to varying noise levels, temperatures, and lighting conditions throughout the attraction.

Core Competencies

• Guest-Focused Leadership: Inspires the team to deliver outstanding experiences.

• Accountability: Owns outcomes and ensures commitments are met.

• Collaboration: Builds trust and fosters teamwork.

• Adaptability: Stays effective under changing demands.

• Communication: Clearly conveys expectations and motivates others.

Benefits of Joining Merlin Entertainments! 

🏥 Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.
🌴 Outstanding Paid Time Off (PTO): Enjoy well-deserved breaks to recharge!
🎢 Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions. 🎡
🏆 Recognition Programs and Rewards: Celebrate your achievements and hard work!
💼 401(k) Program: Save for the future with company matching contributions.
📚 Tuition Reimbursement Programs: Get support for further education and career growth.
🚀 Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!
Ready to be a part of the magic? Apply today and start your adventure with Merlin Entertainments! 🌟✨