Guest Experience Supervisor

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

What you'll bring to the team

Guest Experience Supervisor - SEALIFE Charlotte

What You’ll Be Doing

• Lead from the attraction floor, providing example-based, shoulder-to-shoulder leadership
• Deliver outstanding guest care aligned with Guest Obsession standards
• Motivate, coach, and develop team members to reach their full potential
• Deliver engaging daily team briefings and maintain clear communication
• Support daily operations and ensure all positions are effectively covered
• Uphold the highest standards of safety, presentation, and guest service
• Empower the team to confidently handle service recovery moments
• Monitor guest-facing areas and help enhance the overall experience
• Provide feedback to drive performance and maximize sales opportunities
• Assist with scheduling, training, and performance support
• Support Duty Manager shifts overseeing attraction-wide operations
• Encourage new ideas and innovation to improve the business

Qualifications & Experience

What We’re Looking For

• High school diploma or GED
• At least two years of supervisory experience in a guest-facing environment
• Strong leadership and communication skills
• A calm, confident approach in a busy, high-energy setting
• Excellent guest service and problem-solving abilities
• Sales awareness and attention to detail
• Comfort working with POS or computerized systems
• The ability to multitask and stay organized

Most importantly — a positive attitude and passion for creating amazing guest moments!

Benefits

• 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!

Pay Range

From USD $16.25/Hr.