Retail Shift Lead: Inspire Guest Experience

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

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