Retail Shift Lead

Merlin; Schaumburg (IL); On-site; USD 48,712,000 - 53,726,000; Full time

Benefits offered by this job

Merlin Magic Pass

Recognition Programs and Rewards

401(k) Program

Tuition Reimbursement Programs

Learning and Advancement Opportunities

Job summary

Merlin is seeking a Retail Shift Lead to oversee daily attraction operations, coach front-line teams, and ensure world-class guest service at our parks and attractions. The role supports multiple departments and requires a dynamic, customer-focused leader committed to safety and guest satisfaction.

Hours vary, including weekdays, holidays, and weekends. A passion for creating magical experiences for families is essential, with training provided in ride safety, food safety, retail standards, and

Qualifications

• High School Diploma or GED required.
• At least six months of experience in attractions, entertainment, hospitality, retail, or another customer-focused industry preferred.
• Proven experience delivering exceptional customer service and engaging with guests.
• Passion for creating magical experiences for children and families.

Responsibilities

• Lead daily attraction operations as the designated Supervisor on Duty when assigned.
• Support the smooth running of Admissions, Attractions, Food & Beverage, and Retail departments.
• Delegate daily tasks and ensure operational standards are met.
• Inspire, coach, and motivate team members to deliver exceptional guest service.
• Manage guest flow and queues to ensure safety and enjoyment.
• Respond to guest questions and concerns professionally and promptly.
• Champion health, safety, and compliance standards.

Skills

Leadership

Customer service

Communication

Education

High School Diploma or GED

Job description

What you'll bring to the team

Lead the Team. Inspire the Experience. Make Every Guest Visit Extraordinary.

Are you a passionate leader who thrives in a dynamic, customer-focused environment? Do you enjoy developing people, solving challenges, and creating memorable guest experiences? If so, we want you to join our team as a Retail Shift Lead.

In this role, you'll play a key part in the daily operation of the attraction, supporting multiple departments while leading and motivating front-line team members to deliver world-class service. As a trusted Supervisor on Duty, you'll help create a safe, fun, and seamless experience for every guest while developing a high-performing and engaged team.

The ideal candidate must have the flexibility to work a schedule that includes weekdays, holidays and weekends. Hours may vary from 9:00 a.m. to 5:00 p.m. on weekdays, as well as weekends from 9:00 a.m. to 5:00 p.m. or 11:00 a.m. to 7:00 p.m. when serving as the Duty Manager.

What You'll Be Doing

As a Retail Shift Lead, you'll be responsible for:

• Leading daily attraction operations as the designated Supervisor on Duty when assigned.
• Supporting the smooth running of key departments including Admissions, Attractions, Food & Beverage, and Retail.
• Delegating daily tasks and ensuring operational standards are consistently achieved.
• Inspiring, coaching, and motivating team members to deliver exceptional guest service.
• Managing guest flow and queue lines to ensure a safe and enjoyable experience.
• Responding professionally and efficiently to guest questions, concerns, and recovery situations.
• Championing health, safety, and compliance standards across all operational areas.
• Training and developing team members in areas including ride safety, food safety, retail standards, and profit protection.
• Supporting staffing initiatives such as scheduling, inventory control, stock management, and employee engagement.
• Monitoring team performance, providing coaching and feedback, and escalating concerns when necessary.
• Acting as a role model who promotes teamwork, positivity, and operational excellence.

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

What We're Looking For

We're searching for a confident and enthusiastic leader who is passionate about people, guest service, and teamwork.

• A High School Diploma or GED.
• At least six months of experience in attractions, entertainment, hospitality, retail, or another customer-focused industry preferred.
• Proven experience delivering exceptional customer service and engaging with guests.
• A passion for creating magical experiences for children and families.
• Strong leadership skills and the ability to motivate and influence others.
• Experience training, coaching, and developing team members.
• Excellent communication, interpersonal, and problem-solving abilities.
• The ability to stay organized and perform effectively in a fast-paced environment.
• A positive, energetic, and outgoing personality that inspires both guests and team members.

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!

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 seeks to 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.

Pay Range

USD $17.00/Hr.