Guest Experience Lead — Dynamic, High-Energy Supervisor

Merlin Entertainments; Concord (NC); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Merlin Magic Pass

401(k) Program (company matching)

Tuition Reimbursement

Learning & Advancement Opportunities

Recognition Programs

Job summary

Merlin Entertainments at SEALIFE Charlotte is seeking a Guest Experience Supervisor to lead on the floor, model exceptional guest care, and coach a dynamic team to deliver memorable moments for guests. You will run engaging daily briefs, support scheduling and training, and help safeguard safety and presentation standards.

The role emphasizes empowering staff to handle service recovery, drive sales opportunities, and maintain high-energy, guest-focused operations in a busy environment.

Qualifications

• High school diploma or GED.
• At least two years of supervisory experience in a guest-facing environment.
• Strong leadership and communication skills.
• Ability to multitask in a busy setting.

Responsibilities

• Lead from the attraction floor with example-based leadership.
• Deliver outstanding guest care aligned with standards.
• Coach and develop team members to reach potential.
• Deliver engaging daily team briefings and maintain clear communication.
• Support daily operations and ensure positions are covered.
• Uphold high standards of safety, presentation, and guest service.
• Empower the team to handle service recovery moments.
• Monitor guest-facing areas and enhance the overall experience.
• Provide feedback to drive performance and maximize sales opportunities.
• Assist with scheduling, training, and performance support.
• Support Duty Manager shifts overseeing attraction-wide operations.
• Encourage new ideas to improve the business.

Skills

Leadership

Communication

Guest service

Sales awareness

Problem solving

Education

High school diploma or GED

Tools

POS systems

Job description

Merlin Entertainments at SEALIFE Charlotte is seeking a Guest Experience Supervisor to lead on the floor, model exceptional guest care, and coach a dynamic team to deliver memorable moments for guests. You will run engaging daily briefs, support scheduling and training, and help safeguard safety and presentation standards.

The role emphasizes empowering staff to handle service recovery, drive sales opportunities, and maintain high-energy, guest-focused operations in a busy environment.