Guest Experience Lead & Behind-the-Scenes Host (On Duty)

Merlin Entertainments; New York (NY); On-site; USD 24,000 - 35,000; Full time

Benefits offered by this job

Health care options

Paid time off

Merlin Magic Pass

Recognition programs

401(k) program

Tuition reimbursement

Learning opportunities

Job summary

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.

Responsibilities

• 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.

Skills

Character acting

Improvisation

Comedy skills

Guest interaction

Education

Theatre BA

High school diploma or GED

Job description

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.