Guest Experience Shift Lead — Lead Guest Joy & Safety

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

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.