Guest Experience Leader: Inspire Service, Safety & Sales

Merlin-Entertainments; Birmingham; Presencial; GBP 23.000 - 29.000; Jornada completa

Descripción de la vacante

LEGOLAND Discovery Centre Birmingham is seeking a Guest Experience Team Leader to support Admissions and Guest Experience teams, coaching staff, and ensuring safe, high-quality guest visits. You will work on front-line operations, manage queues and attractions, and help deliver memorable experiences for families daily.

You will lead from the front, guiding the team, improving service standards, and driving engagement while supporting training and operational planning.

Formación

• Experience in a supervisory or team leader role in a customer-facing environment.
• Passion for delivering outstanding guest experiences.
• Excellent communication and interpersonal skills.
• Strong leadership with ability to coach, motivate and develop others.
• Experience handling guest concerns and complaints.
• Ability to work in a fast-paced operational environment.
• Strong organisational skills and multi-priority coordination.
• Understanding of health and safety procedures.
• Experience supporting daily operational activities, staffing coordination and deployment.
• Commercial awareness with ability to drive sales and revenue opportunities.
• Confident decision-maker with problem-solving skills.
• Cash handling experience is advantageous.
• Ability to work across departments.
• Comfortable with weekends, bank holidays and varied shifts.
• Experience in visitor attractions, hospitality, leisure, retail or entertainment environments would be beneficial.

Responsabilidades

• Lead from the front, delivering exceptional customer service and acting as a role model for the team.
• Support the Operations Manager in day-to-day admissions and guest experience operations.
• Coach, mentor and develop team members and support training initiatives.
• Coordinate staffing, break cover, opening/closing procedures, school groups and events.
• Assist with operational planning and daily coordination to meet demand.
• Ensure health and safety procedures are followed and safe working practices are championed.
• Promote effective sales techniques and help achieve guest experience and financial targets.

Conocimientos

Supervisory experience

Customer service

Leadership

Communication skills

Health and safety knowledge

Cash handling

Team deployment

Willing to work weekends

Descripción del empleo

LEGOLAND Discovery Centre Birmingham is seeking a Guest Experience Team Leader to support Admissions and Guest Experience teams, coaching staff, and ensuring safe, high-quality guest visits. You will work on front-line operations, manage queues and attractions, and help deliver memorable experiences for families daily.

You will lead from the front, guiding the team, improving service standards, and driving engagement while supporting training and operational planning.