Guest Experience Team Leader

Merlin-Entertainments; Birmingham; On-site; GBP 23,000 - 29,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Supervisory experience

Customer service

Leadership

Communication skills

Health and safety knowledge

Cash handling

Team deployment

Willing to work weekends

Job description

What you'll bring to the team

Guest Experience Team Leader

LEGOLAND Discovery Centre Birmingham

Are you passionate about delivering exceptional guest experiences and leading by example in a fast-paced visitor attraction environment? We're looking for a Guest Experience Team Leader to support the daily operation of our Admissions and Guest Experience teams, ensuring every guest enjoys a memorable and enjoyable visit while maintaining the highest standards of safety, service and operational excellence. Based on the attraction front line, you'll play a key role in coaching team members, driving performance and helping to create unforgettable experiences for families and guests every day.

As a Guest Experience Team Leader, you will support the Operations Manager in the day-to-day running of the Admissions and Guest Experience departments, helping to ensure the attraction operates safely, efficiently and to the highest standards. You will provide guidance and direction to team members, coordinate daily activities and help ensure resources are utilised effectively to meet operational demands.

You will lead from the front, delivering exceptional customer service and acting as a role model for the wider team. Whether welcoming guests, managing queues, operating attractions, supporting events or handling guest feedback, you will play an active role in creating a world-class visitor experience.

A key part of the role involves coaching, mentoring and developing team members. You will support training initiatives, provide guidance on customer service best practice and help build a positive, high-performing culture focused on guest satisfaction and continuous improvement.

You will assist with operational planning and daily coordination, including staffing deployment, break cover, opening and closing procedures, school group visits and special events. In the absence of the Operations Manager, you may act as the departmental point of contact and help resolve operational challenges.

Safety is at the heart of everything we do. You will help ensure compliance with health and safety procedures, support emergency response activities, carry out operational checks and champion safe working practices across the attraction.

You will also support commercial performance by promoting effective sales techniques, identifying revenue opportunities and helping the team achieve both guest experience and financial targets.

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

• Previous experience in a supervisory or team leader role within a customer-facing environment
• Passion for delivering outstanding guest or customer experiences
• Excellent communication and interpersonal skills
• Strong leadership skills with the ability to coach, motivate and develop others
• Experience handling guest concerns, complaints and complex customer situations
• Ability to work effectively in a fast-paced operational environment
• Strong organisational skills and ability to coordinate multiple priorities
• Understanding of health and safety procedures and safe working practices
• Experience supporting daily operational activities, staffing coordination and team deployment
• Commercial awareness with the ability to drive sales and revenue opportunities
• Confident decision-maker with strong problem-solving skills
• Experience working with cash handling procedures and tills is advantageous
• Ability to work collaboratively across departments
• Comfortable working weekends, bank holidays and varied shift patterns
• Flexible, proactive and solutions-focused approach
• Experience within visitor attractions, hospitality, leisure, retail or entertainment environments would be beneficial

Benefits

Workplace- Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong. The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team. The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer. Thank you for sharing our global commitment to Children’s Rights. Just imagine building your dream career. Then make it real. Join the LEGO® team today.

Posted Salary Range

From GBP £26,000.00/Yr.