We are seeking a dynamic and passionate individual to join us as a Guest Experience Supervisor, the guardian of unforgettable experiences for our guests. If you have boundless energy, a love for hospitality, and a natural talent for leading enthusiastic teams, then this is your chance to shine! 

Key Responsibilities:

• Working closely with the operations management team to create, implement, drive, maintain, and exceed KPI experience targets for the operations department.
• Oversee Guest Service, maintaining exceptional knowledge of Membership and ticket promotions, benefits, and prices. Handle member inquiries, process and renew passes, troubleshoot issues, and resolve any complaints.
• Assumes the position of Duty Manager and site controller, ensuring the highest possible standards of guest service, presentation, technical operation, and safety in all operation areas of the Attraction.
• Provide guidance and relevant information for guests with disabilities.
• Perform opening and closing routines for the department as defined by the Standard Operating Procedures
• Strong problem-solving skills and ability to remain calm under pressure.
• Understand the correlation between Guest Experience and achieving Volume, Revenue, and EBITDA targets.
• Assist in delivering ride training ensuring the highest possible standards of guest service, presentation, technical operation, and safety in all operational areas of the attraction.
• Understand risk assessments within attraction and ensure reporting of any new risks to the appropriate line manager.
• Trained to cover all commercial and guest experience operations, serving as a duty manager.
• Handle administrative duties including payroll, recognition platforms, schedules, recordkeeping, performance tracking documents, and personnel files.
• Support special events as assigned including but not limited to character offsite requests, partnership events, and internal park events.
• Action out operational team responsibilities throughout to maintain a collaborative partnership with the entertainment team and work toward a seamless transition into daily operations.
• 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. 

Education and Experience:

• Two years of experience as a supervisor, preferably in operations of either a visitor attraction, theme park, museum, leisure, hotel, or theatre environment.
• Experience in dealing with guests in difficult situations and maintaining the highest level of service in high pressure situations.
  Experience in a training position preferred.
• Knowledge of Microsoft Excel, Outlook, and Word required.
• Knowledge of UKG Workforce Management preferred.
• Excellent communication and motivational skills.
• Proven ability to work on multiple projects simultaneously. 
  

• 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!