Job Title: Guest Experience Shift Lead

Department: Operations
Reports to: Guest Experience or Operations Manager
Location: LEGOLAND / SEA LIFE Attraction
Job Level: Non-Manager
Classification: Non-Exempt

Position Overview:

The Guest Experience Shift Lead plays a key role in supporting the day-to-day operations of the Guest Experience department. This position serves as the Supervisor on Duty and provides operational leadership and guidance to front-line team members. The Shift Lead ensures a high standard of guest service is delivered consistently, supports staff training and development, and assists with overall departmental coordination to create a seamless and engaging experience for all guests.

Key Responsibilities:

• Oversee daily operations as Supervisor on Duty, ensuring all guest-facing areas are functioning efficiently and in alignment with operational standards.

• Assign and monitor daily responsibilities for front-line team members within the Guest Experience department.

• Provide hands-on leadership and model exceptional guest service to drive a culture of excellence.

• Maintain compliance with all health, safety, and security protocols.

• Proactively manage guest flow and queue areas, particularly during peak times, to ensure an efficient and safe experience.

• Serve as the first point of contact for guest concerns or escalations, coordinating with other departments as needed to resolve issues effectively.

• Facilitate and document training for new and existing team members across key operational areas.

• Empower team members to handle guest recovery and decision-making with confidence.

• Monitor performance, provide coaching and development feedback, and escalate personnel concerns when appropriate.

• Support department needs when not acting as Supervisor on Duty, including training audits, engagement efforts, or filling in as needed in guest-facing roles.

Qualifications and Experience:

• High school diploma or GED required.

• Minimum of six months experience in attractions, hospitality, entertainment, or a similar guest-facing environment preferred.

• Strong interpersonal and communication skills, with the ability to lead a team and provide effective direction under pressure.

• Demonstrated ability to manage guest relations, resolve issues professionally, and maintain a positive work environment.

• Proficient in standard office software and ability to adapt to operational tools and scheduling systems.

• Ability to work collaboratively with cross-functional teams and departments.

Working Conditions & Requirements:

• Must be able to work flexible hours, including mornings, evenings, weekends, and holidays, in alignment with attraction operating schedules.

• Ability to stand, walk, bend, and lift up to 50 pounds, with or without reasonable accommodation.

• Role requires both indoor and outdoor work in varying conditions.

• May involve local travel and occasional participation in special events or extended hours.

Health & Safety Responsibilities:

Employees are expected to prioritize safety for themselves, colleagues, and guests in accordance with Merlin Entertainments’ Health, Safety, and Security Policy. This includes adhering to all procedures, using equipment responsibly, and promptly reporting incidents or concerns to management.

What We Offer:

• Competitive compensation and benefits package including medical, dental, vision, life insurance, and 401(k) with company match

• Complimentary admission to all Merlin attractions worldwide for you and eligible family/friends

• Ongoing training and career development opportunities within a global organization

• A dynamic, team-oriented environment that fosters collaboration and growth

Merlin Entertainments is an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace and encourage applicants from all backgrounds to apply. If you require reasonable accommodations during the interview process, please contact NAPeopleHUB@merlinentertainments.biz.