Guest Experience Team Leader

Job Description

What you'll bring to the team

Do you have the Magic in you to create memorable experiences all for the love of fun? Want to join a team that creates smiles and memories daily? Are you a LEGO fanatic, or could you be?

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.

As a Guest Experience Team Leader you’ll be the go-to person for our awesome front-line team. You’’ keep the energy high, support daily operations, and ensure every guest leaves with a big smile and a story to tell.

Essential Job Functions:

• Lead by example, motivating our Guest Experience Hosts with energy and enthusiasm.
• Be hands-on in creating an exciting and safe environment for families and children.
• Jump in to solve problems, manage guest feedback and be actively part of the Guest Experience team contributing ideas to continuously improve the attraction.
• To be courteous, pleasant and approachable at all times when dealing with our guests in order to ensure each guest has a memorable experience and to help drive sales.
• Be passionate by your role and understand how it fits in with the business and ensure this is filtered through the team accordingly.
• Support training, shift management, and on-the-ground decisions that make a big impact.

Main Responsibilities:

• The Guest Experience TL is responsible for providing excellent guest service throughout all of the attraction and interactive areas, while at the same time ensuring the safety of all guests who are visiting the attraction.
• The Guest Experience TL is ensuring quality customer care is delivered by all hosts and leads by example to provide a courteous, efficient, helpful and entertaining service to our guests.
• Follows opening and closing procedures as detailed in the department’s operating plan.
• Monitor sales and feedback appropriately to the team to ensure they know their targets and strive to exceed them.
• Assist guests and help them in purchasing their tickets
• Ensure that the Mystery Visit criteria are adhered to at all times and team members are trained to follow the criteria.
• Ensure that all cash handling and till processes are carried out in line with the Merlin guidelines.
• Co-ordinate and manage the smooth flow of customers through the attraction, maximising throughputs with strong queue management skills.
• Address any external queuing concerns and work closely with the team to ensure all issues are resolved with a minimal impact to those that may not be visiting the attraction.
• Actively promote an efficient and friendly working ethic.
• Champion and promote the Merlin Values and apply them to your role and to your team.
• Work together as a team, support, communicate and encourage one another creating a fun and professional environment where both the Merlin and the attractions’ brand values are embedded and promoted.
• Any other duties as required by the Management Team.

Qualifications & Experience

What kind of person are we looking for?

Lets break it down, brick by brick:

• You’re a natural leader – people look to you for guidance, energy, and calm under pressure.
• You’re a people-person – you light up when you talk to guests, and you make everyone feel welcome.
• You love fun – we’re serious about guest safety, but we don’t take ourselves too seriously. If you can laugh, dance, or build a LEGO dinosaur while helping a guest, you’re our kind of person!
• You’re a problem-solver – when something doesn’t go to plan, you adapt and keep things moving.
• You are comfortable with conversations in French, Dutch and English

Experience in hospitality, leisure, retail or attractions is a big plus, but more than anything, we’re looking for the right attitude and a passion for creating magical moments.

Benefits

What's in it for you?

A chance to work in a truly unique, fun-packed environment where your job is to make people smile. But we also offer:

• Pension Plan
• Private Health Care including hospitalization
• 25% discount in our retail shops and restaurants
• Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
• Meal Vouchers
• Eco-cheques
• Loyalty Schemes
• Monthly Bonus Scheme
• Employee Assistance Programme

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.

Posted Salary Range

Competitive