Guest Experience Supervisor

What you'll bring to the team

Job Summary: 

We are seeking a dynamic and passionate individual to join us as a Guest Experience Supervisor, the guardian of unforgettable experiences for our guests. If you have boundless energy, a love for hospitality, and a natural talent for leading enthusiastic teams, then this is your chance to shine!

Key Responsibilities:

• Working closely with the operations management team to create, implement, drive, maintain, and exceed KPI experience targets for the operations department.
• Assumes the position of Duty Manager and site controller, ensuring the highest possible standards of guest service, presentation, technical operation, and safety in all operation areas of the Attraction.
• Provide guidance and relevant information for guests with disabilities.
• Perform opening and closing routines for the department as defined by the Standard Operating Procedures
• Strong problem-solving skills and ability to remain calm under pressure.
• Understand the correlation between Guest Experience and achieving Volume, Revenue, and EBITDA targets.
• Assist in delivering ride training ensuring the highest possible standards of guest service, presentation, technical operation, and safety in all operational areas of the attraction.
• Understand risk assessments within attraction and ensure reporting of any new risks to the appropriate line manager.
• Trained to cover all commercial and guest experience operations, serving as a duty manager.
• Handle administrative duties including payroll, recognition platforms, schedules, recordkeeping, performance tracking documents, and personnel files.
• Support special events as assigned including but not limited to character offsite requests, partnership events, and internal park events.
• Action out operational team responsibilities throughout to maintain a collaborative partnership with the entertainment team and work toward a seamless transition into daily operations.
• 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.
• Perform other duties as assigned.

Qualifications & Experience

Education and Experience:

• Two years of experience as a supervisor, preferably in operations of either a visitor attraction, theme park, museum, leisure, hotel, or theatre environment.
• Experience in dealing with guests in difficult situations and maintaining the highest level of service in high-pressure situations.
• Experience in a training position preferred.
• Knowledge of Microsoft Excel, Outlook, and Word.
• Excellent communication and motivational skills.
• Proven ability to work on multiple projects simultaneously.

Working Conditions:

• Attendance is a mandatory function of this job.
• Must be willing to work flexible hours, including morning, evenings, holidays, and weekends to support site operations.

Physical Demands:

• Ability to hear, listen, and to communicate with others.
• Ability to sit and stand for long periods of time.
• Ability to use basic computer tools.
• Wear all necessary personal protective equipment to perform job functions.
• Move throughout all areas of the attraction with or without reasonable accommodation.
• Stand, sit, and/or walk continuously with or without a reasonable accommodation and perform job function for the full shift with meal break.
• Bend, stoop, kneel, reach, twist, lift, push, pull, climb, balance, and/or crouch to accomplish daily activities.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• May be exposed to a loud work environment.
• May operate heavy power equipment.
• May work at a height of 20+ feet.
• May work with corrosive materials.
• May be occasionally exposed to toxic or caustic chemicals, hazardous chemicals, fluorescent lamps or batteries, and hazardous waste.

Benefits

Benefits of Merlin Entertainments

• Excellent health care options (medical, dental, and vision that encourage preventative care).
• Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.
• Merlin Magic Pass for friends and family to enjoy the parks & attractions
• Recognition Programs and Rewards
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities

Pay Range