Guest Experience Supervisor

Merlin Entertainments; West Hollywood (CA); On-site; USD 29,947 - 42,652; Full time

Benefits offered by this job

Comprehensive medical, dental, and vision coverage

Outstanding paid time off (PTO)

401(k) program with company matching

Tuition reimbursement programs

Job summary

Merlin Entertainments is looking for a Guest Experience Supervisor in West Hollywood to lead daily operations within the Guest Experience Team. This role is crucial for ensuring guest safety and delivering world-class customer service.

The ideal candidate will have at least two years of supervisory experience, excellent communication, and people-management skills, along with a high school diploma or GED. Responsibilities include team motivation, customer service excellence, and operational efficiency.

Qualifications

• Minimum two years of supervisory experience in a guest-facing environment.
• Ability to maintain high service levels in high-pressure situations.
• Proficiency with computerized till systems.

Responsibilities

• Ensure excellent Guest Care.
• Motivate and develop team members.
• Collaborate to create incentives.

Skills

Strong people-management skills

Communication skills

Sales skills

Computer proficiency

Education

High school diploma or GED

Job description

Guest Experience Supervisor

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 enforces safe operating procedures, provides feedback, and delivers world‑class customer service while driving operational efficiency.

Key Responsibilities

• Ensure excellent Guest Care, working to Guest Obsession standards as set by Merlin.
• Lead the team by example and remains very attraction‑floor based.
• Work alongside operations management to ensure all positions are covered.
• Motivate and develop team members to fulfill their potential.
• Collaborate on creating incentives with the operations management team.
• Maintain open communication within the Team.
• Maintain the highest standards of Guest Service, presentation, technical operation, and safety in the attraction.
• Ensure team members are motivated, engaged, and trained properly, including schedule management and coaching.
• Deliver daily team briefings to keep all members fully aware of activities within the Department and the Company.
• Minimise errors and investigate discrepancies.
• Implement service recovery to empower the Team and ensure guests enjoy their visit.
• Adopt an enthusiastic, assertive, and passionate approach to customer care.
• Encourage the Team to respond enthusiastically to change and view all aspects of the business through the eyes of the guest.
• Be cross‑trained in all front‑of‑house areas.
• Lead Guest Obsession initiatives and support customer‑service strategies.
• Develop a staff incentive scheme with the Leadership Team to increase motivation, KPI scores, and promote teamwork.
• Cover all aspects of Guest Experience operations while being knowledgeable in all other business areas.
• Motivate and give feedback to front‑line team members to maximise sales opportunities and meet budgets.
• Act as a mentor and coach on areas for development.
• Assist in team management, setting objectives, introductory reviews, appraisals, and training.
• Report inventory levels, product scores, and dwell time for the Guest Experience Department.
• Promote teamwork and exceed secondary spend targets across the business.
• Lead by example and serve as a role model for all customer‑facing teams.
• Encourage and support new and innovative ideas from team members to improve the business.
• Manage the training strategy for all incoming and existing team members.
• Monitor the visual appeal of guest‑facing areas and experience points throughout the attraction, evaluate effectiveness, and recommend improvements.
• Undertake any other tasks reasonably expected within the scope and grading of the role.
• Perform other duties as assigned.

Qualifications and Experience

High school diploma or GED required, with at least two years of supervisory experience in a guest‑facing environment, visitor attraction, or retail outlet. Ability to maintain the highest level of service in high‑pressure situations while interacting professionally with guests. Strong people‑management, communication, and sales skills are essential. Proficiency with computerized till systems and the ability to handle multiple projects simultaneously are required. Licenses and certifications needed for duties shall be obtained as required by law.

Travel Requirements

• May occasionally require local or domestic travel.

Health & Safety

Employees are responsible for the safety of themselves, colleagues, and guests in line with the Merlin Entertainments Group Health, Safety and Security Policy. Managers promote safe working practices, conduct risk assessments, and ensure compliance with policy. Incidents are reported, investigated, and corrective actions taken to prevent recurrence.

Working Conditions

• Attendance is mandatory.
• Willingness to work flexible hours, including mornings, evenings, holidays, and weekends.

Physical Demands

• Ability to hear, listen, and communicate.
• Ability to sit and stand for long periods.
• Use basic computer tools.
• Wear necessary personal protective equipment.
• Move throughout the attraction with or without reasonable accommodation.
• Perform job functions for the full shift with meal break.
• Perform daily activities requiring bending, stooping, kneeling, reaching, twisting, lifting, pushing, pulling, climbing, balancing, or crouching.
• Grasp, turn, and manipulate objects of varying size and weight.
• May be exposed to loud work environments.

Environmental Factors

• Work may be performed inside or outside with varying temperatures and floor surfaces.
• Exposure to extreme heat or cold, damp conditions, and fluctuating light levels.
• Exposure to sound levels that may cause distractions.
• Exposure to shaking objects and equipment.

Lifting Requirements

• May be required to lift or carry items weighing up to 70 pounds with or without reasonable accommodation.

Additional Non‑Technical Competencies

• Adaptability: Adjust approach in real time to meet shifting demands.
• Collaboration: Build partnerships and work together with others.
• Effective Communication: Deliver clear messages to diverse audiences.
• Accountability: Hold self and others to commitment standards.

Core Behaviors

Merlin people create joyful experiences that unite and inspire people from all walks of life. We are uncompromising about safety, security, and welfare, and we work hard to have a positive impact on our planet and local communities.

Job Description

Own your craft, sharpen skills, and help others grow. We listen closely to feedback, stay at the forefront of entertainment, and embrace calculated risks. We collaborate across teams, build trust, and move quickly to make progress. We bring fun and optimism, supporting each other through challenges and turning missteps into learning opportunities, cultivating a welcoming environment where everyone feels belonging.

Disclaimer Statement

I confirm that I have read, understand and am able to perform the essential job functions of the job with or without reasonable accommodation.

Benefits

• Excellent health care options: comprehensive medical, dental, and vision coverage.
• Outstanding paid time off (PTO).
• Merlin Magic Pass: free entry for friends and family to our parks and attractions.
• Recognition programs and rewards.
• 401(k) program with company matching contributions.
• Tuition reimbursement programs.
• Learning and advancement opportunities.

Pay Range

USD $26.35 per hour.