Guest Experience Shift Lead

Merlin Entertainments; Milpitas (CA); On-site; USD 29,000 - 32,000; Full time

Job summary

LEGO Group in the San Francisco Bay Area seeks a Guest Experience Shift Lead for LEGOLAND Discovery Center Bay Area. You will lead front-line teams to ensure exceptional guest experiences, coach staff on service standards, and coordinate safety, operations, and guest flow during peak periods.

You will train hosts, resolve issues quickly, and champion a culture of safety and excellence, with a fun, outgoing leadership approach. This role is onsite at LEGOLAND Discovery Center Bay Area.

Qualifications

• High school diploma or GED required.
• Experience in attractions, entertainment, or service-based roles preferred.
• Proven customer service and guest interaction skills.
• Passion for entertaining children and families.
• Ability to train, coach, and develop others effectively.
• Fun, outgoing, and confident leadership style.
• Strong communication and motivational skills.
• Commitment to delivering top-tier guest experiences.

Responsibilities

• Assign, support, and motivate front-line teams to be truly guest-obsessed.
• Manage queues and guest flow safely and efficiently during peak times.
• Champion health, safety, and compliance across all departments.
• Resolve guest issues quickly by coordinating with the right teams (Operations, Admissions, Retail, etc).
• Train and develop Hosts (customer service, safety standards & more).
• Coach performance, empower guest recovery, and elevate service standards.
• Jump in where needed - training, scheduling, engagement, and support.

Skills

Customer service

Leadership

Communication

Training & coaching

Guest experience

Problem solving

Motivation

Education

High school diploma or GED

Job description

What you'll bring to the team

This is what we do every day. Our 31,000+ awesome colleagues create and play together to spark the imaginations of children and LEGO® fans of all ages, all around the world. Just imagine being part of this - playing with ideas, creating magical experiences, and learning while growing and building your dream career.

Guest Experience Shift Lead - LEGOLAND Discovery Center Bay Area

What You’ll Do:

• Assign, support, and motivate front-line teams to be truly guest-obsessed
• Manage queues and guest flow safely and efficiently during peak times
• Champion health, safety, and compliance across all departments
• Resolve guest issues quickly by coordinating with the right teams (Operations, Admissions, Retail, etc)
• Train and develop Hosts (customer service, safety standards & more)
• Coach performance, empower guest recovery, and elevate service standards
• Jump in where needed - training, scheduling, engagement, and support

Qualifications & Experience

What You’ll Bring:

• High school diploma or GED required
• Experience in attractions, entertainment, or service-based roles preferred
• Proven customer service and guest interaction skills
• Passion for entertaining children and families
• Ability to train, coach, and develop others effectively
• Fun, outgoing, and confident leadership style
• Strong communication and motivational skills
• Commitment to delivering top-tier guest experiences

Benefits

Workplace- Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong. The LEGO Group is highly committed to equal employment opportunity and equal pay and seeksto encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team. The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer. Thank you for sharing our global commitment to Children’s Rights. Just imagine building your dream career. Then make it real. Join the LEGO® team today.

Merlin Entertainments are facilitating the LEGO Group’s recruitment process for this role as part of a transitional service agreement with the LEGO Group.

Pay Range

USD $21.95/Hr.