Job Title: Guest Experience Supervisor

Division: Gateway North America

Grade: E Classification:

Reporting to: Guest Experience Manager

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: Work alongside the operations management team on all operations. Ensure smooth running of daily operation, highlighting any issues to manager on duty.

Essential Job Functions:

• Ensure excellent Guest Care, working to Guest Obsession standards as set by Merlin.

• Working alongside operations management, providing mutual aide in ensuring all positions are covered.

• Work alongside dive operations and animal care team with special attention weekdays

• Motivating and developing team members to fulfil their potential.

• Working closely on creating incentives with the operations management team.

• Ensure the communication within the entire Operations Management Team is always flowing freely.

• Manage the Madame Tussauds Education and Entertainment Team to ensure all team members are motivated/ engaged and trained properly – including schedule management, coaching, etc.

• Deliver daily team briefings to ensure all educators are fully aware of all activity within the Department and the Company.

• Implement service recovery to encourage & empower Team to do so, to ensure Guests will enjoy their visit.

• Adopt an enthusiastic, assertive, and passionate approach to customer care.

• Cross-trained in all Front of House areas.

About the Role

Here at Madame Tussauds Orlando, our Guest Experience Team’s mission is to adopt a guest obsessed culture and help create lifelong memorable experiences for our visiting guests.

As the entertainment supervisor, you will have a special focus on the show and safety of our attractions SEA LIFE Orlando and Madame Tussauds Orlando. This will include everything from Dive operations and shows to new scripts around themed areas in the museum.

Above all, our educational component is the key to oru experience and you are an integral part of that mission.

By applying for this role, you will have the opportunity to supervise the following positions:

• Madame Tussauds Edutainment Host
• Behind the Scenes Tour Guide
• Costume Character Host
• Dive Operations / Dive Shows

Responsibilities Include:

• Demonstrates a passion for education and the SEA LIFE brands
• Has an understanding of the SEA LIFE TRUST
• Must be comfortable coaching and developing leads, trainers, and educators
• Monitor the Virtual Reality theatre show and daily operation
• Assist with monitoring and managing the standard operating procedures of all guest facing SEA LIFE areas

Education Specific Duties:

• Develop educational talks, scripts, and goals
• Develop education team
• Lead the Behind-the-Scenes Tour team with key focus on training and development
• Share your knowledge of the oceans and educate our guests about conservation in a fun and upbeat manner.

Qualifications & Experience

• High school or GED required. College degree preferred.
• At least 1 year of supervisory experience in a guest-facing environment, visitor attraction or retail outlet
• Fun, dynamic, and friendly personality.
• Excellent communication, listening, and motivational skills.
• Able to work in areas with loud noises.
• Self-motivated, able to work independently or as part of a team.
• Must be flexible and able to work a variety of shifts, including days, nights, weekends, holidays, and special events.

Other Requirements:

• Dive show and operations focus preferred

• Must be willing to work flexible hours, including evenings, holidays and weekends to support site operations.

• Travel 
  • Occasionally (1-33%)

🎉 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! 🌟✨