Guest Experience Shift Lead Grapevine, TX, US

Merlin Entertainments; Town of Texas (WI); On-site; USD 60,000 - 80,000; Full time

Job summary

Join a dynamic team as a Guest Experience Shift Lead, where your passion for guest service will shine! In this hands-on role, you will lead the front-line team, ensuring every guest has a magical experience. Your leadership will empower team members, maintain smooth operations, and handle guest concerns with grace. This is not just a job; it's an opportunity to create unforgettable memories in a fun and fast-paced environment. With excellent career growth prospects and a supportive team culture, this role offers the chance to make a real impact while enjoying the magic of the attractions around you.

Benefits

Free attraction entry for you + friends

Fun, fast-paced team environment

Career growth and development opportunities

Unique workplace where fun is part of the job

Comprehensive medical, dental, and vision coverage

Outstanding Paid Time Off (PTO)

Merlin Magic Pass

Recognition Programs and Rewards

401(k) Program with matching contributions

Tuition Reimbursement Programs

Qualifications

• 6+ months experience in a guest-facing role preferred.
• Previous leadership or supervisory experience is a plus.

Responsibilities

• Lead and support Guest Experience Hosts during operations.
• Train team members and maintain accurate training records.
• Respond to guest concerns with professionalism and positivity.

Skills

Guest Service

Crowd Control

Problem-Solving

Communication Skills

Team Leadership

Multitasking

Education

High School Diploma or GED

Job description

What you'll bring to the team

Job Summary

Are you passionate about delivering unforgettable experiences? As our Guest Experience Shift Lead, you’ll help lead our front-line team to create magical moments for every guest! In this hands-on role, you’ll guide daily operations, jump into host positions when needed, and support training and development efforts. It’s a role for leaders who love people, live for great service, and know how to keep the fun going—even during busy times!

Qualifications & Experience

Key Responsibilities

• Lead, support, and energize Guest Experience Hosts during daily operations.

• Delegate and monitor team assignments to ensure smooth attraction flow.

• Assist with managing guest queues and flow for optimal safety and efficiency.

• Respond to guest concerns with professionalism, positivity, and problem-solving.

• Train team members on front-line roles and maintain accurate training records.

• Empower the team to deliver exceptional service and handle guest recovery.

• Observe and evaluate team performance—coach and escalate when needed.

• Jump in to support host positions and guest-facing duties during peak times.

• Participate in team development projects and lead by example.

Education & Experience

• High school diploma or GED required.

• 6+ months of experience in a guest-facing role (attractions, retail, or service industry preferred).

• Previous leadership, team lead, or supervisory experience is a big plus!

• Outgoing, energetic, and enthusiastic personality

• Strong verbal and written communication skills.

• Ability to multitask in a fast-paced, high-energy environment.

Skills We’re Looking For

• A love for guest service and creating memorable moments

• Confidence in handling crowd control, guest escalations, and real-time decisions

• Organized, adaptable, and detail-oriented

• Passion for coaching and uplifting others

• A natural collaborator who thrives in a team setting

Physical & Working Requirements

• Must be able to stand, walk, bend, and lift up to 50 lbs with or without accommodation.

• Comfortable working in varying indoor/outdoor conditions and noise levels.

• Flexible to work mornings, evenings, weekends, and holidays.

• Able to wear necessary PPE and move throughout the attraction easily.

Bonus Perks

• Free attraction entry for you + friends ️

• Fun, fast-paced, and supportive team environment

• Career growth and development opportunities

• Unique, unforgettable workplace where fun is part of the job!

Benefits

Benefits of Joining Merlin Entertainments!

Excellent Health Care Options: Comprehensive medical, dental, and vision coverage. Outstanding Paid Time Off (PTO): Enjoy well-deserved breaks to recharge! Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions. Recognition Programs and Rewards: Celebrate your achievements and hard work! 401(k) Program: Save for the future with company matching contributions. Tuition Reimbursement Programs: Get support for further education and career growth. Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!Ready to be a part of the magic? Apply today and start your adventure with Merlin Entertainments!

Pay Range

USD $17.50/Hr.