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.

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.