Guest Experience Lead - Inspire Service & Team Growth

Merlin; Concord (NC); On-site; USD 18,000 - 26,000; Full time

Benefits offered by this job

Merlin Magic Pass

Recognition Programs

401(k) Matching

Tuition Reimbursement

Learning and Advancement Opportunities

Job summary

Merlin is seeking a Guest Experience Supervisor for SEALIFE Charlotte to lead on the floor, deliver outstanding guest care, and coach a high-energy team. You will manage daily operations, ensure coverage, and uphold safety and guest service standards while driving engagement and sales opportunities.

You will work with a passionate team in a busy environment, handling feedback and performance support to maximize guest moments and experiences.

Qualifications

• Strong leadership and communication skills.
• Experience supervising in a guest-facing environment.
• Ability to multitask in a busy, high-energy setting.

Responsibilities

• Lead from the attraction floor with example-based leadership.
• Deliver exceptional guest care aligned with standards.
• Coach and develop team members to reach their potential.
• Conduct daily team briefings and maintain clear communication.
• Support daily operations and ensure full shift coverage.
• Uphold safety, presentation, and guest service standards.
• Empower the team to handle service recoveries confidently.
• Monitor guest areas and help enhance the overall experience.
• Provide feedback to drive performance and sales opportunities.
• Assist with scheduling, training, and performance support.
• Support Duty Manager shifts across attraction-wide operations.

Skills

Leadership

Communication

Multitasking

Problem-solving

Education

High school diploma or GED

Tools

POS / computerized systems

Job description

Merlin is seeking a Guest Experience Supervisor for SEALIFE Charlotte to lead on the floor, deliver outstanding guest care, and coach a high-energy team. You will manage daily operations, ensure coverage, and uphold safety and guest service standards while driving engagement and sales opportunities.

You will work with a passionate team in a busy environment, handling feedback and performance support to maximize guest moments and experiences.