As a Guest Experience Shift Lead, you will be leading the way with an “always on” approach, proactively create memorable moments by providing expert play with guests driving full family fun, play, learning, and the development of skills together. This role requires a team leader who can leverage their passion and expertise to impact the guest experience interacting with children and parents as well as train, motivate, engage, inspire, and mentor the Guest Experience Hosts.

• Deliver memorable, interactive, fun experiences to all guests.
• Ensure excellent guest experience at all times, working to Guest Obsession standards as set by Merlin
• Leads the team by example and is very attraction-floor based
• Working alongside operations management, providing mutual assistance in ensuring all positions are covered.
• Ensure the highest possible standards of guest service, presentation, technical operation and Safety in the attraction.
• Model the way and deliver training initiatives to Guest Experience Hosts ensuring the development of their skills, behaviors, and attitudes.
• Understand and exceed all guest expectations, proactively recognize guests’ needs and respond accordingly with a friendly, solutions focused approach, and coach and motivate the Guest Experience Hosts to do the same.
• Proactively resolve guest complaints, escalating to a manager as necessary.
• Follow departmental health & safety at all times and encourage others to do the same.

Qualifications and Experience:

• High school diploma or general education degree (GED) is preferred.
• Customer service and guest interaction experience and proficiency is required.
• Experience and passion for entertaining children and families is required.
• Ability to train others effectively required.
• This position requires a fun, outgoing approach in interacting with others and the ability to lead a team to do the same, with an ability to provide service on the highest possible level.
• In order to apply for this role you must be at least 16 years of age.

• 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