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Merlin

Guest Experience Supervisor

Salary:  $20 per hour
Location:  Springfield, 22150, US
Location flexibility:  3 office days / week – HQ/Office-based roles. (On-site roles are fixed to a location.)
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Job Description

What you'll bring to the team

Lead Our Team. Inspire Exceptional Guest Experiences.

Are you passionate about delivering world-class customer service and developing high-performing teams? Do you thrive in a fast-paced, guest-focused environment where no two days are the same?

We're looking for an enthusiastic and motivated Guest Experience Supervisor to lead our front-line Guest Experience team and help create unforgettable moments for every guest who walks through our doors.

As a key operational leader, you'll be responsible for driving exceptional guest service, motivating and coaching team members, maintaining operational excellence, and ensuring the highest standards of health, safety, and presentation throughout the attraction. You'll lead by example on the attraction floor, providing hands-on support while developing a culture centered around guest satisfaction and team success.

What You'll Do

Inspire and Lead

  • Lead, coach, and motivate a team of Guest Experience professionals to deliver outstanding service every day.
  • Create a positive, engaging, and high-performing team culture.
  • Conduct team briefings, provide performance feedback, and mentor team members to help them reach their full potential.
  • Support recruitment, onboarding, training, reviews, and ongoing development initiatives.

Deliver Exceptional Guest Experiences

  • Champion our Guest Obsession culture and ensure every guest receives an exceptional experience.
  • Act as a role model for customer service excellence across the attraction.
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  • Resolve guest concerns confidently and professionally through effective service recovery.
  • Continuously look for opportunities to enhance the guest journey and improve satisfaction.

    • Drive Operational Excellence

    • Ensure safe operating procedures and company standards are consistently followed.
    • Support daily staffing, scheduling, and operational coverage requirements.
    • Monitor performance metrics, inventory levels, guest experience scores, and departmental KPIs.
    • Collaborate with leadership to improve operational efficiency and achieve business objectives.

    Be a Key Member of the Leadership Team

    • Partner with Operations Management to deliver attraction-wide goals.
    • Support employee engagement and recognition initiatives.
    • Serve as Duty Manager, overseeing attraction operations and supporting all departments as needed.
    • Encourage innovation and continuously identify opportunities for improvement.

    This is what we do every day. Our 31,000+ awesome colleagues create and play together to spark the imaginations of children and LEGO® fans of all ages, all around the world. Just imagine being part of this – playing with ideas, creating magical experiences, and learning while growing and building your dream career.

    Qualifications & Experience

    What We're Looking For

    • High School Diploma or GED.
    • Minimum of 2 years of supervisory experience in hospitality, guest services, retail, entertainment, visitor attractions, or a similar customer-facing environment.
    • Proven ability to lead and develop teams in a fast-paced environment.
    • Strong communication and interpersonal skills.
    • Excellent problem-solving and decision-making abilities.
    • Ability to remain calm and professional while managing guest concerns and high-pressure situations.
    • Strong attention to detail and organizational skills.
    • Comfortable multitasking and managing multiple priorities.

    Preferred Experience

    • Attractions, theme park, entertainment, tourism, or retail leadership experience.
    • Experience with sales targets, customer service metrics, and performance management.
    • Knowledge of POS/till systems and operational reporting.

    Benefits

    The Perks of the Magic ✨🎡 Fantastic Health Coverage: Enjoy comprehensive medical, dental, and vision benefits to keep you feeling your best.🌴 Generous Paid Time Off: Take the time you need to rest, recharge, and come back ready to create more unforgettable moments.🎟️ Merlin Magic Pass: Share the fun with free entry for you, your family, and friends to our world-famous attractions.🏆 Recognition and Rewards: Your hard work does not go unnoticed. Celebrate your achievements with exciting recognition programs.💰 401(k) Savings Plan: Build your future with our company-matched retirement program.🎓 Tuition Assistance: Pursue your passions with educational support and reimbursement programs.🚀 Growth and Development: Learn, grow, and take your career to new heights with endless opportunities for advancement. Workplace - Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong. The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team. The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer. Thank you for sharing our global commitment to Children’s Rights. Just imagine building your dream career. Then make it real. Join the LEGO® team today. Merlin Entertainments are facilitating the LEGO Group’s recruitment process for this role as part of a transitional service agreement with the LEGO Group.

    Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

    Pay Range

    USD $20.00/Hr.

    Working at Merlin

    3 office days / week – HQ/Office-based roles. (On-site roles are fixed to a location.)

    A little flex time – varies by role

    Company employees:

    22,000

    Gender diversity (m:f):

    52:48

    Hiring in countries

    Australia

    Belgium

    Canada

    Denmark

    Iceland

    Italy

    Netherlands

    United Kingdom

    United States

    Office Locations

    Company benefits

    Annual bonus
    Buy or sell annual leave
    Charity donation scheme
    Cycle to work scheme
    Employee assistance programme
    Employee discounts – 40% LEGO Discount
    Enhanced pension match/contribution
    Eye Care Support
    Family health insurance
    Health insurance
    Theme park discounts – free tickets to our attractions globally
    Lunch and learns
    In house training
    Further education support
    Open to part time work for some roles
    Open to part-time employees
    Mental health first aiders
    Mentoring
    Learning platform
    Collaboration spaces
    Modern office
    Private booths
    Employee recognition scheme
    Volunteer days
    On-site shower
    Fully stocked snack cupboard