Merlin • Columbus, OH, US

Guest Experience Supervisor

Employment type: Full time

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Job Description

What you'll bring to the team

Job Summary:

The Guest Experience Supervisor brings the fun to life by leading the day‑to‑day magic on the front line. This role champions a safe, welcoming environment for both guests and team members, ensuring all operating procedures are followed with care, confidence, and consistency. Through real‑time coaching, thoughtful feedback, and hands‑on follow‑up, the Supervisor helps the team shine while keeping operations running smoothly.

A key driver of unforgettable guest moments, the Supervisor sets the tone for world‑class service—balancing playful energy with operational excellence. They lead by example, working shoulder‑to‑shoulder with the team on the floor, inspiring collaboration, curiosity, and accountability throughout each day.

The Guest Experience Supervisor also steps into Duty Manager responsibilities on some days, overseeing the full attraction and supporting all teams to ensure a seamless, joyful experience from opening to close.

🌟 What You’ll Be Doing (AKA Your Time to Shine)

Show Your Enthusiasm - Adopt an enthusiastic, assertive, and passionate approach to customer care and inspire the team to bring a sense of play. Ensure the highest possible standards of Guest Service, presentation, technical operation, and Safety in the attraction.

Be Guest Obsessed - Ensure excellent guest service and customer care for guests of all ages.

Lead The Team By Example – Provides example-based, shoulder-to-shoulder leadership, working in position on the floor daily. Ensure team members are motivated, engaged and trained properly – including schedule management, coaching, etc.

Share a Passion for Safety - Ensure all positions are properly trained and supported. Create a culture of safety where staff are following policies and prioritizing safety.

Create a Culture of Positivity, Fun and Inclusivity - Ensure communication within the Team is always flowing freely and respectfully. Ensure team members are motivated and engaged. Deliver team briefings to ensure all members are fully aware of all activity within the Department and the Company.

Roll Your Sleeves Up and Jump In – Learn the ins and outs of the operations, rides, and guest facing experiences. Be inquisitive and ask questions as you learn.

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.

Qualifications & Experience

Education and Experience:

High school diploma or GED required.

At least two years of supervisory experience in a guest facing-based environment preferably in a visitor attraction or similar.

The ability to maintain the highest level of service in high-pressure

situations in a busy environment while dealing with guests in an efficient, professional manner.

Good people management and communication skills are essential to successfully manage the Team, coupled with the ability to motivate and be an inspirational role model.

Ability to work on multiple projects simultaneously and multi-task as necessary.

Health & Safety:

Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with company health, safety and security policies and the law. Must ensure they follow safe working procedures for all work activities they undertake, and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, must ensure they are reported to their line manager and cooperate with any investigation as appropriate in accordance with applicable laws.

Managers/supervisors are responsible for all aspects of Health, Safety & Security within their team, in line with company health, safety and security policies.

They must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees in their teams

are aware of the company health, safety and security policies and their obligations under it. They must ensure that safe working practices are monitored, and that risk assessments and procedures are reviewed regularly. Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.

Benefits