Guest Experience Lead

Merlin Entertainments; Schaumburg (IL); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Fantastic Health Coverage

Generous Paid Time Off

Merlin Magic Pass

Recognition and Rewards

401(k) Savings Plan

Tuition Assistance

Growth and Development

Job summary

The LEGO Group in Schaumburg is seeking a Guest Experience Shift Lead to support daily operations and develop team members while delivering world-class guest service.

As a key leader on the Guest Experience team, you will supervise, coach, and coordinate front-line staff, manage guest flow, and train hosts across guest-facing areas. This role requires a positive, energetic personality and weekend/holiday flexibility.

Qualifications

• High School Diploma or GED required.
• Six months of experience in attractions, entertainment, hospitality, retail, tourism, or another customer-focused service industry preferred.
• Previous leadership, team lead, or supervisory experience is an asset.
• Strong customer service skills with a genuine passion for helping others.
• Experience working in a fast-paced, high-energy environment.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to multitask and prioritize effectively.
• Comfortable using standard office software applications and various workplace systems.
• Ability to learn new processes, maintain accurate records, and follow established procedures.
• Strong problem-solving skills and the ability to remain calm under pressure.

Responsibilities

• Acting as the department's Supervisor on Duty, overseeing daily Guest Experience operations.
• Leading, coaching, and motivating front-line team members to deliver exceptional guest service.
• Delegating daily assignments and ensuring operational priorities are completed efficiently.
• Creating a culture of excellence by inspiring team members to be truly guest obsessed.
• Managing guest flow and queue operations to ensure a safe, efficient, and enjoyable experience.
• Responding to guest concerns and resolving issues with professionalism, empathy, and confidence.
• Supporting guest recovery efforts and empowering team members to exceed guest expectations.
• Delivering and coordinating host training programs across guest-facing areas of the attraction.
• Maintaining accurate training records and documentation.
• Monitoring team performance and providing coaching, feedback, and development support.
• Upholding all health and safety policies, procedures, and compliance standards.
• Supporting department initiatives, including audits, employee engagement programs, and operational improvement projects.
• Stepping into various Guest Experience Host positions as needed and leading by example on the front line.

Skills

Customer service

Communication

Organizational skills

Multitasking

Problem solving

Team leadership

Learning new processes

Office software

Education

High School Diploma or GED

Job description

Lead The Experience. Inspire The Team. Create Lasting Memories.

Are you passionate about delivering exceptional guest service and motivating others to perform at their best? Do you thrive in a fast-paced, guest-focused environment where no two days are the same? If so, we'd love to hear from you!

We are seeking an enthusiastic and driven Guest Experience Shift Lead to support the day-to-day operations of our attraction and help create unforgettable experiences for every guest who walks through our doors. In this role, you'll serve as a key leader within the Guest Experience team, supporting front-line operations, developing team members, and ensuring our guests receive world-class service every day.

The ideal candidate enjoys working with kids and will be open to a flexible schedule that includes working weekends and holidays.

What You'll Do

As a Guest Experience Shift Lead, you'll be responsible for leading by example and supporting operational excellence across the attraction. Key responsibilities include:

• Acting as the department's Supervisor on Duty, overseeing daily Guest Experience operations.
• Leading, coaching, and motivating front-line team members to deliver exceptional guest service.
• Delegating daily assignments and ensuring operational priorities are completed efficiently.
• Creating a culture of excellence by inspiring team members to be truly guest obsessed.
• Managing guest flow and queue operations to ensure a safe, efficient, and enjoyable experience.
• Responding to guest concerns and resolving issues with professionalism, empathy, and confidence.
• Supporting guest recovery efforts and empowering team members to exceed guest expectations.
• Delivering and coordinating host training programs across guest-facing areas of the attraction.
• Maintaining accurate training records and documentation.
• Monitoring team performance and providing coaching, feedback, and development support.
• Upholding all health and safety policies, procedures, and compliance standards.
• Supporting department initiatives, including audits, employee engagement programs, and operational improvement projects.
• Stepping into various Guest Experience Host positions as needed and leading by example on the front line.

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

What We're Looking For

We're looking for someone who is enthusiastic, approachable, and passionate about creating amazing experiences for guests and colleagues alike.

• High School Diploma or GED required.
• Minimum six months of experience in attractions, entertainment, hospitality, retail, tourism, or another customer-focused service industry preferred.
• Previous leadership, team lead, or supervisory experience is an asset.
• Strong customer service skills with a genuine passion for helping others.
• Experience working in a fast-paced, high-energy environment.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to multitask and prioritize effectively.
• Comfortable using standard office software applications and various workplace systems.
• Ability to learn new processes, maintain accurate records, and follow established procedures.
• Strong problem-solving skills and the ability to remain calm under pressure.
• A positive, outgoing personality and the ability to work both independently and as part of a team.

Benefits

The Perks of the Magic

• Fantastic Health Coverage: Enjoy comprehensive medical, dental, and vision benefits to keep you feeling your best.
• Generous Paid Time Off: Take the time you need to rest, recharge, and come back ready to create more unforgettable moments.
• Merlin Magic Pass: Share the fun with free entry for you, your family, and friends to our world-famous attractions.
• Recognition and Rewards: Your hard work does not go unnoticed. Celebrate your achievements with exciting recognition programs.
• 401(k) Savings Plan: Build your future with our company-matched retirement program.
• Tuition Assistance: Pursue your passions with educational support and reimbursement programs.
• Growth and Development: Learn, grow, and take your career to new heights with endless opportunities for advancement.

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 seeksto 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.

Merlin Entertainments are facilitating the LEGO Group’s recruitment process for this role as part of a transitional service agreement with the LEGO Group.

Pay Range

USD $17.00/Hr.