Guest Experience (Operations) Lead

Job Description

What you'll bring to the team

As a Guest Experience (Operations) Lead, you’ll bring the energy and leadership needed to make every day at our attraction unforgettable. You’ll take charge to lead a guest-obsessed team and ensure operations run seamlessly from open to close. Whether it’s managing crowds, jumping into a host role, or coaching team members to shine, you’ll be right in the action—making sure every guest leaves with a smile. If you thrive in a playful, fast-paced environment and love leading by example, this is the role for you! ✨

Qualifications & Experience

Key Responsibilities:

• ✨ Support daily Guest Experience operations to ensure every shift runs efficiently and guest focused.

• ✨ Motivate, coach, and inspire team members to deliver exceptional service with energy and positivity.

• ✨ Assign and monitor daily tasks for front-line team members, keeping operations seamless.

• ✨ Manage queues and guest flow safely during peak periods.

• ✨ Respond professionally and quickly to guest concerns, collaborating with other departments to create smooth resolutions.

• ✨ Uphold health, safety, and service standards across all operations.

• ✨ Assist with training, employee engagement, audits, and development projects.

• ✨ Lead by example on the floor, modeling fun, teamwork, and top-tier guest service every shift.

Education & Experience:

• 🎓 High school diploma or GED required.
• 🎢 Minimum of six months in attractions, entertainment, hospitality, or customer service preferred.
• 💪 Previous experience leading a team, project, or assignment demonstrating strong leadership and accountability.
• 🌟 Positive, outgoing personality with a passion for guest experience and teamwork.
• ⚡ Flexible and adaptable — thrives in a fast-paced, ever-changing environment.
• 🗣️ Excellent in-person communication skills and a calm, professional approach to problem-solving.
• 💻 Comfortable using office software and technology to support daily operations and recordkeeping.
• 🤝 Reliable, trustworthy, and driven to deliver service that wows every guest.

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.

Pay Range

USD $15.73/Hr.