Guest Experience and Behind the Scenes Shift Lead - New York

Merlin Entertainments; New York (NY); Sur place; USD 24 000 - 35 000; Plein temps

Avantages offerts par ce poste

Health care options

Paid time off

Merlin Magic Pass

Recognition programs

401(k) program

Tuition reimbursement

Learning opportunities

Résumé du poste

Merlin Entertainments in New York is seeking a Guest Experience Lead to elevate guest interactions across Behind-the-Scenes tours, roaming hosts, and street team engagements. You will oversee operations, coach frontline hosts, act as Manager on Duty when scheduled, and help design memorable character experiences.

This role focuses on delivering exceptional service, coordinating events and activations, and ensuring costumes and props are cared for.

Qualifications

• High school diploma or GED required.
• Theatre/Performing Arts degree preferred.
• Experience in retail, hospitality, or live entertainment preferred.
• Strong acting, improvisation, and storytelling abilities.

Responsabilités

• Organize Behind-the-Scenes tours and events.
• Serve as Manager on Duty when scheduled.
• Coach and train frontline hosts.
• Engage guests with streetmosphere interactions.
• Develop character backstories and narratives.
• Care for costumes and props.
• Support special events, PR stunts, and media appearances.
• Create social media content opportunities.
• Perform other duties as required.

Connaissances

Character acting

Improvisation

Comedy skills

Guest interaction

Formation

Theatre BA

High school diploma or GED

Description du poste

The Guest Experience Lead will oversee all aspects that can elevate the guest experience including but not limited to: Behind the Scenes Experience, Guest Experience Roamer, and Street Team.

Key Responsibilities

• Ensure the timely and smooth organization of Behind-the-Scenes tours
• Act as Manager on Duty when scheduled
• Coach, develop, and train frontline hosts
• Utilize hosts for streetmosphere-style interaction while the venue is open to guests
• Brainstorm ideas for new character backstories and create narrative experiences
• Ensure costumes and props are properly cared for, handled, and stored
• Support special events, PR stunts and activations, media appearances, and wax figure launches with celebrity talent
• Opportunity to appear in and create social media content
• The above list is not exclusive or exhaustive and may require undertaking such tasks as reasonably expected within the scope and grading of the role
• Perform other duties as assigned

Qualifications & Experience

Education and Experience:
High school diploma or general education degree (GED). A background in theatre (BA or equivalent in Acting, Performance, Performing Arts, Theatre, or similar) and relevant performance experience preferred. Experience in retail, hospitality, food & beverage preferred. Outstanding character acting, improvisational, and comedic skills to create unique, memorable experiences. Excellent visitor interaction and guest service skills; customer service-oriented demeanor; Ability to memorize and perform from rough script guidelines and quickly learn a character personality and backstory. Great facial/physical expression and body animation. Strong vocal ability and voice control to project through noisy environments.

Benefits

Benefits of Joining Merlin Entertainments!

• Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.
• Outstanding Paid Time Off (PTO): Enjoy well-deserved breaks to recharge!
• 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 $21.50/Hr.