Guest Experience Supervisor 

Location: San Antonio, Texas  
Division: Gateway North America 
Department: Operations 
Reports to: Guest or Operations Manager 
Exemption Status: Non-Exempt 
Job Type: Full-Time 

🌟 Ready to Lead the Fun? 

Do you have 1–2 years of experience as a shift lead, key holder, or front-line supervisor in retail, hospitality, or a guest-facing environment? Are you passionate about delivering world-class guest experiences and leading a team with energy, purpose, and positivity? 

If so, Merlin Entertainments wants YOU to be part of the magic as a Guest Experience Supervisor! In this hands-on leadership role, you’ll guide our front-line teams to create unforgettable experiences for every guest, every time — all while ensuring safety, efficiency, and fun are at the heart of everything we do. 

🧭 What You’ll Do 

• Lead by example on the attraction floor, energizing and inspiring your team every shift 

• Ensure smooth daily operations — including scheduling, coverage, and guest flow 

• Deliver pre-shift briefings and clear, consistent team communication 

• Motivate and coach team members to provide excellent service and hit performance goals 

• Manage guest concerns with empathy and proactive problem-solving 

• Partner with operations leaders to support training, incentives, and KPIs 

• Maintain safety, cleanliness, and visual standards across all guest areas 

👀 What We’re Looking For 

• 1–2 years of experience as a supervisor, key holder, or team lead in a fast-paced, guest-facing role (retail, theme park, hospitality, etc.) 

• A natural leader who brings energy, positivity, and structure to each shift 

• Excellent communicator who thrives in a team environment 

• Able to juggle multiple priorities while keeping a cool head under pressure 

• Strong attention to detail and comfort using tech (POS systems, scheduling tools, etc.) 

• A commitment to safety and service excellence 

💼 Other Details 

• Must be flexible to work mornings, evenings, weekends, and holidays 

• Some light travel may be required 

• Physical activity is part of the fun — standing, walking, lifting (up to 70 lbs), and moving through all areas of the attraction 

🎡 Why Merlin? 

At Merlin, we create joyful experiences that unite and inspire — for our guests and our teams. We value curiosity, collaboration, and care, and we’re always looking for people who want to grow their craft, lead with purpose, and enjoy the ride. 

Ready to take the next step in your leadership journey? 

Apply now and help us deliver magical moments every day!