Guest Experience Shift Lead - Lead Teams, Delight Guests

Merlin Entertainments; Schaumburg (IL); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Fantastic 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 in Schaumburg is seeking a Guest Experience Shift Lead to support daily operations and develop team members while delivering world-class guest service.

As a key leader on the Guest Experience team, you will supervise, coach, and coordinate front-line staff, manage guest flow, and train hosts across guest-facing areas. This role requires a positive, energetic personality and weekend/holiday flexibility.

Qualifications

• High School Diploma or GED required.
• Six months of experience in attractions, entertainment, hospitality, retail, tourism, or another customer-focused service industry preferred.
• Previous leadership, team lead, or supervisory experience is an asset.
• Strong customer service skills with a genuine passion for helping others.
• Experience working in a fast-paced, high-energy environment.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to multitask and prioritize effectively.
• Comfortable using standard office software applications and various workplace systems.
• Ability to learn new processes, maintain accurate records, and follow established procedures.
• Strong problem-solving skills and the ability to remain calm under pressure.

Responsibilities

• Acting as the department's Supervisor on Duty, overseeing daily Guest Experience operations.
• Leading, coaching, and motivating front-line team members to deliver exceptional guest service.
• Delegating daily assignments and ensuring operational priorities are completed efficiently.
• Creating a culture of excellence by inspiring team members to be truly guest obsessed.
• Managing guest flow and queue operations to ensure a safe, efficient, and enjoyable experience.
• Responding to guest concerns and resolving issues with professionalism, empathy, and confidence.
• Supporting guest recovery efforts and empowering team members to exceed guest expectations.
• Delivering and coordinating host training programs across guest-facing areas of the attraction.
• Maintaining accurate training records and documentation.
• Monitoring team performance and providing coaching, feedback, and development support.
• Upholding all health and safety policies, procedures, and compliance standards.
• Supporting department initiatives, including audits, employee engagement programs, and operational improvement projects.
• Stepping into various Guest Experience Host positions as needed and leading by example on the front line.

Skills

Customer service

Communication

Organizational skills

Multitasking

Problem solving

Team leadership

Learning new processes

Office software

Education

High School Diploma or GED

Job description

The LEGO Group in Schaumburg is seeking a Guest Experience Shift Lead to support daily operations and develop team members while delivering world-class guest service.

As a key leader on the Guest Experience team, you will supervise, coach, and coordinate front-line staff, manage guest flow, and train hosts across guest-facing areas. This role requires a positive, energetic personality and weekend/holiday flexibility.