As the Admissions Supervisor, you’re the friendly face and fearless leader making sure every guest’s journey starts off amazing! You’ll keep the Admissions team running like clockwork—safe, smooth, and full of smiles—so every visitor feels like a VIP from the moment they arrive.

Key Responsibilities:

• Work with the leadership team to create and implement an action plan to deliver world-class guest care across the attraction.
• Ensure the highest standards of guest service, presentation, technical operation, and safety in all operational areas.
• Manage the Admissions Team to ensure all team members are engaged and trained.
• Takes an active role in devising and implementing Elevate the Guest experience customer service strategy.
• Understand the correlation between Guest Experience and achieving Volume, Revenue, and EBITDA targets.
• Coaches and motivates staff throughout the attraction to maximize sales opportunities and secondary spending targets are achieved.
• Motivate and provide feedforward support to all front-line staff on their guest service standards. Develop and adopt a culture of values competency-based customer service.
• Adopts an enthusiastic, assertive, and passionate approach to customer service and demonstrates Merlin values.
• Conducts interviews to select the highest quality new team members.
• Focus on employee engagement. Work closely with the Leadership Team to develop a staff incentive scheme to increase individual motivation and promote teamwork.
• Train to support all areas of the attraction, serving as a duty manager.
• Ensure register errors are kept to a minimum and investigate discrepancies.
• Work closely with Leadership Team to promote teamwork and exceed secondary spending targets across the business.
• 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.
• Perform other duties as assigned.

Experience and Education:

• High school diploma or GED required; college degree preferred

• Minimum of 2 years supervisory experience in an admissions-based environment, visitor attraction, or retail outlet

• Proven ability to maintain top-tier customer service in a professional and efficient manner

• Strong people management and communication skills

• Ability to motivate and inspire team members

• Experience with sales and computerized till systems

• Skilled at managing multiple projects and multitasking effectively