Retail Shift Lead

Lead The Team. Inspire The Experience. Make Every Guest Visit Extraordinary.

Are you a passionate leader who thrives in a dynamic, customer-focused environment? Do you enjoy developing people, solving challenges, and creating memorable guest experiences? If so, we want you to join our team as a Retail Shift Lead.

In this role, you'll play a key part in the daily operation of the attraction, supporting multiple departments while leading and motivating front-line team members to deliver world-class service. As a trusted Supervisor on Duty, you'll help create a safe, fun, and seamless experience for every guest while developing a high-performing and engaged team.

The ideal candidate must have the flexibility to work a schedule that includes weekdays, holidays and weekends. Hours may vary from 9:00 a.m. to 5:00 p.m. on weekdays, as well as weekends from 9:00 a.m. to 5:00 p.m. or 11:00 a.m. to 7:00 p.m. when serving as the Duty Manager.

What You'll Be Doing

As a Retail Shift Lead, you'll be responsible for:

• Leading daily attraction operations as the designated Supervisor on Duty when assigned.
• Supporting the smooth running of key departments including Admissions, Attractions, Food & Beverage, and Retail.
• Delegating daily tasks and ensuring operational standards are consistently achieved.
• Inspiring, coaching, and motivating team members to deliver exceptional guest service.
• Managing guest flow and queue lines to ensure a safe and enjoyable experience.
• Responding professionally and efficiently to guest questions, concerns, and recovery situations.
• Championing health, safety, and compliance standards across all operational areas.
• Training and developing team members in areas including ride safety, food safety, retail standards, and profit protection.
• Supporting staffing initiatives such as scheduling, inventory control, stock management, and employee engagement.
• Monitoring team performance, providing coaching and feedback, and escalating concerns when necessary.
• Acting as a role model who promotes teamwork, positivity, and operational excellence.

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

We're searching for a confident and enthusiastic leader who is passionate about people, guest service, and teamwork.

To be successful in this role, you will have:

• A High School Diploma or GED.
• At least six months of experience in attractions, entertainment, hospitality, retail, or another customer-focused industry preferred.
• Proven experience delivering exceptional customer service and engaging with guests.
• A passion for creating magical experiences for children and families.
• Strong leadership skills and the ability to motivate and influence others.
• Experience training, coaching, and developing team members.
• Excellent communication, interpersonal, and problem-solving abilities.
• The ability to stay organized and perform effectively in a fast-paced environment.
• A positive, energetic, and outgoing personality that inspires both guests and team members.

Benefits

Benefits of Joining Merlin Entertainments!

Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions. Recognition Programs and Rewards: Celebrate your achievements and hard work! 401(k) Program: Save for the future with company matching contributions. Tuition Reimbursement Programs: Get support for further education and career growth. Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!

Pay Range: USD $17.00/Hr.