Guest Experience Lead — Frontline Coach & Ops

Merlin Entertainments; Auburn Hills (MI); On-site; USD 21,000 - 29,000; Full time

Benefits offered by this job

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 is seeking a Guest Experience Supervisor to lead front-line teams at our attraction, delivering world-class service and ensuring safety and operational excellence. You will coach, motivate and develop staff while maintaining high standards across the attraction.

You will also serve as Duty Manager on shifts, drive guest obsession, monitor performance metrics and collaborate with leaders to improve guest satisfaction and business results.

Qualifications

• High School Diploma or GED required.
• Minimum 2 years of supervisory experience in guest-facing environments such as attractions, hospitality, or retail.
• Proven ability to lead, motivate and inspire a team.
• Strong communication, coaching and people management skills.
• Excellent customer service and problem-solving abilities.
• Ability to stay calm in a fast-paced environment.
• Attention to detail and organizational skills.

Responsibilities

• Provide front-line leadership and set the standard for exceptional guest service.
• Lead by example with attraction-floor leadership and coaching.
• Support scheduling, training, performance management and development initiatives.
• Monitor guest experience metrics and safety standards.
• Serve as Duty Manager during designated shifts and collaborate with leadership on engagement initiatives.

Skills

Supervisory experience

Guest service

Leadership

Communication

Education

High School Diploma or GED

Tools

POS systems

Job description

The LEGO Group is seeking a Guest Experience Supervisor to lead front-line teams at our attraction, delivering world-class service and ensuring safety and operational excellence. You will coach, motivate and develop staff while maintaining high standards across the attraction.

You will also serve as Duty Manager on shifts, drive guest obsession, monitor performance metrics and collaborate with leaders to improve guest satisfaction and business results.