LEGOLAND Discovery Center Guest Experience Supervisor Auburn Hills, US

Merlin Entertainments; Auburn Hills (MI); On-site; USD 22,041 - 30,307; Full time

Job summary

Merlin Entertainments is seeking a Duty Manager to support the Operations Manager in running a busy attraction, with a strong focus on delivering magical guest experiences.

You will lead the GE Team on the floor, mentor staff, help with recruitment and training, and assist in scheduling to meet KPI targets in a fast-paced environment.

Qualifications

• Customer service experience is preferred.
• Experience working with children and families is desirable.
• Excellent communication skills are required.
• Must be able to work in a fast paced, multi-task environment.

Responsibilities

• Serve as Duty Manager on the floor.
• Mentor and motivate the GE Team, providing feedback.
• Support recruiting, onboarding, and ongoing training for GE Team.
• Report admissions metrics, KPIs, dwell time and other performance data.
• Maintain high standards of service, cleanliness, safety across assigned areas.

Skills

Customer service

Communication

Child-friendly

Job description

What you'll bring to the team

Collective Goal:Ensure that every guest we welcome enjoys a magical, memorable, world-class guest experience and that every member of our team embraces and exhibits our company values (known collectively as The Merlin Way).

Scope of job:Support the Operations Manager [or Guest Experience Manager] in the efficient, effective, and safe day-to-day running of assigned areas of the attraction, with a strong focus on putting smiles on guests' faces.

Essential Job Functions: Be the best-in-class on-the-floor example of excellence in assigned areas of the attraction. Lead (by example) the GE Team to consistently deliver world-class experiences to our guests, as evidenced by continuously meeting or exceeding KPI and Mystery Visit targets.Support the delivery initial and ongoing training of GE Team as required for safe, efficient, and effective operation of assigned areas.Work with Operations Manager [or Guest Experience Manager] to implement labor budgets/schedules for various day- types and seasonal needs.Lead (by example) the GE Team to be Guest-Obsessed, positive, proactive, and FUN at all times.Ensure that the highest possible standards of service, cleanliness, technical operation, and safety are adhered to by the GE Team.Support delivery of specified revenue metrics for any commercial areas operated by the GE Team.

Main Responsibilities:Trained, willing, and able to serve as Duty Manager.Trained, willing, and able to perform all roles in assigned areas of the attraction.Constantly on the floor providing mentorship, motivation, and feedback to the GE Team.Supports recruiting, hiring, onboarding, and ongoing training for GE Team.Reports admission metrics, inventory levels, KPIs, dwell time and other metrics for the GE Team.Manages performance and growth of GE Team through Personal Development Plans, Probationary Reviews, Appraisals, and Training.Handles operational challenges as they occur.Monitors the visual appeal and effectiveness of all assigned areas, regularly making improvement recommendations to GM.This is what we do every day. Our 31,000+ awesome colleagues create and play together to spark the imaginations of children and LEGO® fans of all ages, all around the world.Just imagine being part of this – playing with ideas, creating magical experiences, and learning while growing and building your dream career.

Qualifications & Experience

Education and Experience:

Customer service experience is preferred. Experience working with children and families is desirable. This position requires a fun, outgoing approach in interacting with others with a desire to provide service on the highest possible level and the ability to work individually and as part of a team. Excellent communication skills are required. Must be able to work in a fast paced, multi-task environment.

Benefits

Workplace- Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.The LEGO Group is highly committed to equal employment opportunity and equal pay and seeksto encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.Thank you for sharing our global commitment to Children’s Rights.Just imagine building your dream career. Then make it real.Join the LEGO® team today.Merlin Entertainments are facilitating the LEGO Group’s recruitment process for this role as part of a transitional service agreement with the LEGO Group.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeksto encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

Pay Range

USD $18.00/Hr.