Guest Experience Lead & Duty Manager

Merlin; BLOOMINGTON (MN); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Merlin Magic Pass

Recognition Programs and Rewards

401(k) Program

Tuition Reimbursement Programs

Learning and Advancement Opportunities

Job summary

Merlin Entertainments is seeking a Guest Experience Supervisor in Bloomington, MN to lead the front-line team, champion guest-centric service, and ensure safety and smooth daily operations. The role includes Duty Manager responsibilities and shifts with varied start times.

You will coach, mentor, and motivate staff to consistently exceed guest expectations. The ideal candidate has 2+ years in a supervisory, guest-facing role, excellent communication skills, and a sales-focused mindset.

Qualifications

• High School Diploma or GED required.
• Minimum of 2 years of supervisory experience in a guest-facing environment.
• Proven ability to lead and inspire teams in a fast-paced environment.
• Strong customer service skills with a passion for creating memorable guest experiences.
• Excellent communication, coaching, and people management abilities.
• Strong attention to detail and commitment to operational excellence.
• Ability to remain calm and make effective decisions under pressure.
• Experience managing multiple priorities and adapting to changing business needs.
• Sales-driven mindset with the ability to motivate teams to achieve performance goals.
• Comfortable using point-of-sale systems and other operational technology.

Responsibilities

• Lead front-line Guest Experience Team and coach members to deliver exceptional results.
• Deliver daily team briefings and maintain open communication across the department.
• Support recruitment, onboarding, training, and performance reviews.
• Act as a mentor and role model for customer-facing teams.
• Empower team members to deliver service recovery and resolve guest concerns.
• Collaborate with leadership to develop engagement initiatives, incentives, and recognition.
• Monitor operational metrics, inventory levels, guest feedback, and department performance.
• Support sales initiatives and drive achievement of business and revenue targets.
• Identify opportunities to improve the guest journey and attraction experience.
• Take active role in Duty Manager shifts overseeing attraction-wide operations.

Skills

Supervisory experience

Customer service

Communication

People management

Operational excellence

Sales-oriented

POS systems

Education

High School Diploma or GED

Tools

POS systems

Job description

Merlin Entertainments is seeking a Guest Experience Supervisor in Bloomington, MN to lead the front-line team, champion guest-centric service, and ensure safety and smooth daily operations. The role includes Duty Manager responsibilities and shifts with varied start times.

You will coach, mentor, and motivate staff to consistently exceed guest expectations. The ideal candidate has 2+ years in a supervisory, guest-facing role, excellent communication skills, and a sales-focused mindset.