Guest Experience Supervisor

GUEST EXPERIENCE SUPERVISOR The Guest Experience Supervisor is responsible for front‑line leadership of the daily operation within the Guest Experience Team, ensuring the health and safety of guests and staff. The Supervisor provides feedback and follow‑up on safe operating procedures, drives operational efficiency, and ensures world‑class customer service. The Supervisor manages the daily operation of their department and also serves as Duty Manager on the attraction floor overseeing all departments. Key Responsibilities Ensure excellent guest care and meet Guest Obsession standards set by Merlin. Lead the team by example and maintain a floor‑based presence. Collaborate with operations management to cover all positions. Motivate and develop team members to reach their potential. Assist in creating incentives with operations management. Maintain clear communication within the team. Uphold the highest standards of guest service, presentation, technical operation, and safety. Schedule management, coaching, and training of team members. Deliver daily team briefings and keep all members informed. Detect and investigate discrepancies to minimize error. Implement service recovery and empower the team. Encourage enthusiasm for change and a guest‑centric mindset. Cross‑train in all front‑of‑house areas. Support and assist in leading customer‑service strategies. Develop staff incentive schemes to increase motivation, KPI scores, and teamwork. Cover all aspects of Guest Experience operations and assist in other areas as needed. Manage training strategies for incoming and existing members. Monitor visual appeal of guest‑facing areas and recommend improvements. Perform other duties as assigned. Education & Experience High school diploma or GED required. Minimum two years of supervisory experience in a guest‑facing environment (visitor attraction or retail). Demonstrated ability to maintain high service levels in high‑pressure, busy settings, motivate teams, and exhibit strong sales skills. Experience with computerized till systems is required. Ability to manage multiple projects and multitask. Licenses & Certifications Must be able to obtain any related licenses or certifications required for the essential functions of the position or as required by law. Travel Requirements May occasionally require local or domestic travel. Health & Safety Employees are responsible for the safety of themselves, colleagues, and guests in accordance with the Group Health, Safety and Security Policy and applicable law. Managers are accountable for risk assessments, safety procedures, and incident investigations. Working Conditions Attendance is mandatory. Must be willing to work flexible hours, including mornings, evenings, holidays, and weekends. Physical Demands Ability to hear, listen, and communicate effectively. Ability to sit and stand for long periods. Ability to use basic computer tools. Wear required personal protective equipment. Move throughout all areas of the attraction, with or without reasonable accommodation. Bend, stoop, kneel, reach, twist, lift, push, pull, climb, balance, and/or crouch as needed. Grasp, turn, and manipulate objects of varying weight. May be exposed to loud work environment. Physical & Lifting Requirements May be required to lift or carry items weighing up to 70 pounds with or without a reasonable accommodation. Non‑Technical Competencies Adaptable – adjust approach in real time to shifting demands. Collaborate – build partnerships and work collaboratively. Communicate Effectively – deliver clear communications to diverse audiences. Ensure Accountability – hold self and others accountable for commitments. Benefits Excellent health care options (medical, dental, vision). Paid Time Off. Merlin Magic Pass for friends and family. Recognition programs and rewards. 401(k) program with company matching. Tuition reimbursement. Learning and advancement opportunities. Pay Range USD $26.35 per hour. Disclaimer Statement I confirm that I have read, understand and am able to perform the essential job functions of the job with or without reasonable accommodation. #J-18808-Ljbffr