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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

USD $19.50/Hr.

Average salary estimate

$40560 / YEARLY (est.)
min
max
$40560K
$40560K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Guest Experience Supervisor, Paultons Park

Join us at Merlin Entertainments as a Guest Experience Supervisor in North Richland Hills, where your passion for hospitality will define unforgettable experiences for our guests! This is an exciting opportunity for dynamic individuals who can lead enthusiastic teams and maintain the highest quality of service while ensuring guest satisfaction. As a Guest Experience Supervisor, you will collaborate closely with the operations management team to establish and exceed key performance indicators, acting as the Duty Manager to ensure every guest encounter is perfect. Your strong problem-solving skills will shine as you guide guests—including those with disabilities—maintaining the top-notch standards we've set for our operations. From performing essential opening and closing routines to handling administration duties like payroll and schedules, your multifaceted role will keep our attraction operationally excellent. You'll also engage with guests during special events that truly highlight our world-class offerings. Plus, with your experience in visitor attractions or similar environments, you'll seamlessly manage high-pressure situations while inspiring your team to deliver stellar service. Your adaptability and commitment to continuous learning will ensure you remain an integral part of our mission to captivate every visitor. Embark on this thrilling adventure with us where every day brings a chance to create memories that last a lifetime!

Frequently Asked Questions (FAQs) for Guest Experience Supervisor Role at Paultons Park
What are the key responsibilities of a Guest Experience Supervisor at Merlin Entertainments?

As a Guest Experience Supervisor at Merlin Entertainments, your primary responsibilities revolve around creating and maintaining an exceptional guest experience. This involves collaborating with operations management, acting as the Duty Manager to uphold the highest standards of service, and guiding guests with special needs. You will also be in charge of administrative tasks such as payroll management and staff schedules, and ensuring your team's training meets our exemplary service standards.

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What qualifications are necessary for the Guest Experience Supervisor position at Merlin Entertainments?

To qualify for the Guest Experience Supervisor role at Merlin Entertainments, having at least two years of supervisory experience in visitor attractions, hotels, or leisure environments is essential. Candidates should demonstrate strong communication skills, the ability to manage multiple projects, and have experience dealing with guests in challenging situations. Familiarity with Microsoft Office tools like Excel and Outlook is also an advantage.

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What kind of work environment can a Guest Experience Supervisor expect at Merlin Entertainments?

The work environment at Merlin Entertainments is dynamic and often fast-paced, especially during peak periods. As a Guest Experience Supervisor, you will be on your feet a lot, engaging with guests and overseeing operations across various areas of the attraction. This role requires adaptability to changing demands and may involve working in various weather conditions as well as physical conditions, including interacting with heavy equipment.

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What benefits does a Guest Experience Supervisor receive working for Merlin Entertainments?

As a Guest Experience Supervisor at Merlin Entertainments, you can expect a range of benefits including excellent health care options, outstanding paid time off, the Merlin Magic Pass for family and friends to enjoy the parks, and a 401(k) with company match. We also offer recognition programs, tuition reimbursement, and numerous opportunities for learning and career advancement, creating a supportive work culture.

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How does the Guest Experience Supervisor role at Merlin Entertainments connect to guest satisfaction?

The Guest Experience Supervisor role is intricately linked to guest satisfaction at Merlin Entertainments. By coaching the operational team, ensuring top service standards, and directly interacting with guests, you will help create memorable experiences. Your ability to handle challenges effectively and foster a welcoming atmosphere directly influences our goal of exceeding guest expectations and enhancing overall satisfaction.

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Common Interview Questions for Guest Experience Supervisor
How do you prioritize guest service in high-pressure situations?

Prioritizing guest service in high-pressure situations involves staying calm and focused. I would assess the immediate needs of guests and my team, delegate tasks effectively, and ensure that communication remains clear. Maintaining a guest-first mindset while managing operations allows me to provide solutions swiftly, ensuring every guest feels valued.

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Can you give an example of a successful team you've managed?

In my previous role, I led a team of 15 during a peak holiday season. By setting clear expectations, fostering open communication, and encouraging collaboration, our team's guest satisfaction scores increased significantly. Regular team meetings allowed us to address concerns and celebrate successes collectively.

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What strategies do you use to handle difficult guests?

Handling difficult guests requires patience and empathy. I always listen carefully to their concerns, validate their feelings, and provide solutions that resolve their issues. If necessary, involving a team member or a superior ensures that we maintain excellent service standards throughout the interaction.

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What role does teamwork play in delivering exceptional guest experiences?

Teamwork is vital in providing exceptional guest experiences. When everyone collaborates and communicates effectively, it creates a seamless service environment. I believe in empowering team members to take ownership of their roles, encouraging ideas that enhance our service delivery, resulting in a cohesive and supportive atmosphere for both guests and staff.

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How do you ensure your team continuously develops their guest service skills?

To foster continuous development, I implement regular training sessions and role-playing scenarios where team members can practice and refine their skills. I also encourage peer feedback and recognition of great service to motivate my team, creating a culture of learning that prioritizes guest service excellence.

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How do you measure guest satisfaction?

Measuring guest satisfaction involves various methods such as surveys, direct feedback, and monitoring performance metrics. I review guest feedback trends and conduct on-the-spot assessments to gather insights about our service levels continuously, enabling me to make informed adjustments and improvements.

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What steps do you take to maintain safety standards during operations?

I ensure safety standards are maintained by conducting regular risk assessments, training team members on safety protocols, and staying updated on industry regulations. I promote a culture of safety awareness within my team, emphasizing the importance of vigilance in maintaining a safe and enjoyable environment for all guests.

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How do you balance administrative duties with guest-facing responsibilities?

Balancing administrative duties with guest-facing responsibilities requires effective time management and prioritizing tasks. I often allocate specific times in my schedule for administrative work while remaining accessible to guests when needed. Utilizing technology for efficiency helps manage these tasks seamlessly while ensuring excellent guest service.

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What motivates you to work in guest experience roles?

I'm motivated by the ability to create lasting memories for guests. Knowing that my role can significantly influence someone's experience inspires me to excel in delivering the best service possible. The joy of seeing a guest's smile or receiving positive feedback fuels my passion for the hospitality industry.

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Why do you want to work for Merlin Entertainments as a Guest Experience Supervisor?

I am drawn to Merlin Entertainments because of its commitment to delivering unforgettable experiences that go beyond expectations. The dynamic nature of the attractions and the emphasis on guest satisfaction align perfectly with my skills and passion for hospitality, making it an ideal platform for me to contribute and grow.

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Paultons Park – Home of Peppa Pig World is a family owned and run Theme Park which opened in 1983 originally as a Country Park. Today we are one of the leading UK attractions welcoming around 1 million visitors a year. Our aim is to provide our gu...

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DATE POSTED
April 18, 2025

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