Guest Experience Supervisor

Merlin Entertainments - Corporate; San Antonio (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading company in the entertainment sector is seeking a Guest Experience Supervisor to lead the daily operations of the Guest Experience Team. This role involves ensuring high standards of guest care, motivating team members, and overseeing operational efficiency. The ideal candidate will have supervisory experience and strong communication skills, along with a passion for delivering world-class customer service.

Benefits

Health care options (medical, dental, and vision plans)

Paid Time Off (PTO)

Merlin Magic Pass for friends and family

Recognition programs and rewards

401(k) with company match

Tuition reimbursement

Learning and advancement opportunities

Qualifications

• At least two years of supervisory experience in a guest-facing environment.
• Strong people management and communication skills.
• Ability to maintain high service levels in high-pressure situations.

Responsibilities

• Ensure excellent Guest Care and lead the team by example.
• Motivate and develop team members to fulfill their potential.
• Deliver daily team briefings and implement service recovery strategies.

Skills

Leadership

Customer Service

Communication

Motivation

Multitasking

Education

High school diploma or GED

Job description

What you'll bring to the team

The Guest Experience Supervisor is responsible for front-line leadership of the daily operation within the Guest Experience Team, ensuring the health and safety of our guests and staff. The Supervisor ensures all safe operating procedures and practices are always followed and provides feedback and follow-up. The Supervisor is also tasked with ensuring world-class customer service is always delivered by the Team, whilst driving operational efficiency. The Supervisor manages the daily operation of their department and provides example-based, shoulder-to-shoulder leadership to the front-line team. This role also includes Duty Manager shifts on the floor of the attraction overseeing the daily operation of all departments.

Qualifications & Experience

Key Responsibilities:

1. Ensure excellent Guest Care, working to Guest Obsession standards as set by Merlin.
2. Lead the team by example and be very attraction-floor based.
3. Work alongside operations management, providing mutual assistance to ensure all positions are covered.
4. Motivate and develop team members to fulfill their potential.
5. Work closely on creating incentives with the operations management team.
6. Ensure communication within the Team is always flowing freely.
7. Maintain the highest standards of Guest Service, presentation, technical operation, and Safety in the attraction.
8. Ensure team members are motivated, engaged, and trained properly – including scheduling, coaching, etc.
9. Deliver daily team briefings to keep all members informed of activities within the Department and the Company.
10. Minimize errors and investigate discrepancies.
11. Implement service recovery strategies to empower the Team and enhance Guest experience.
12. Adopt an enthusiastic, assertive, and passionate approach to customer care.
13. Encourage all Team members to respond enthusiastically to change and understand the business from the Guest's perspective.
14. Be cross-trained in all Front of House areas.
15. Lead Guest Obsession initiatives and support customer service strategies.
16. Work with the Leadership Team to develop staff incentive schemes to boost motivation and KPI scores.
17. Be trained to cover all aspects of Guest Experience operations and knowledgeable in all business areas.
18. Motivate and provide feedback to front-line team members to maximize service standards and sales opportunities.
19. Act as a mentor and coach for team development.
20. Assist with team management, including setting objectives, reviews, appraisals, and training.
21. Report on inventory levels, product scores, and dwell time for the Guest Experience Department.
22. Promote teamwork and exceed secondary spend targets.
23. Lead by example as a role model for customer-facing teams.
24. Encourage and support innovative ideas for business improvement.
25. Manage training strategies for all team members.
26. Monitor the visual appeal of guest-facing areas and recommend improvements.
27. Perform other duties as assigned.

Education and Experience

1. High school diploma or GED required.
2. At least two years of supervisory experience in a guest-facing environment, visitor attraction, or retail outlet.
3. Ability to maintain high service levels in high-pressure situations professionally and efficiently.
4. Strong people management and communication skills to motivate and lead the Entertainment Team.
5. Excellent sales skills, attention to detail, and experience with computerized till systems.
6. Ability to manage multiple projects and multitask effectively.

Benefits

• Health care options (medical, dental, and vision plans)
• Paid Time Off (PTO)
• Merlin Magic Pass for friends and family
• Recognition programs and rewards
• 401(k) with company match
• Tuition reimbursement
• Learning and advancement opportunities

Pay Range

From USD $16.00/Hr.