Retail Team Lead: Frontline Service & Ops Excellence

Merlin; Grapevine (TX); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Health care

PTO

Merlin Magic Pass

Recognition programs

401(k)

Tuition reimbursement

Learning opportunities

Job summary

Merlin Entertainments in Grapevine, TX is seeking a Retail Supervisor to lead the front-line team and daily operation of the attraction's retail areas. You will drive world-class guest experiences, manage staff performance, and ensure safety and service standards.

The role emphasizes training, scheduling, inventory control, and collaboration with the Retail Manager to meet revenue goals. Previous supervisory retail experience and strong communication are essential.

Qualifications

• High school or GED required; college degree preferred.
• At least two years of supervisory retail experience.
• Strong guest service and communication skills essential.

Responsibilities

• Be the best-in-class on-the-floor example of excellence in assigned commercial areas of the attraction.
• Lead the Retail Team to consistently deliver world‑class experiences to our guests, as evidenced by KPI and Mystery Visit targets.
• Support the delivery initial and ongoing training of Retail Team as required for safe, efficient, and effective operation of assigned commercial areas.
• Work with Retail Manager to implement labor budgets/schedules for various day-types and seasonal needs.
• Support the Retail Manager with Merchandising and Inventory Control programs for the attraction.
• Lead the Retail Team to be Guest‑Obsessed, positive, proactive, and FUN.
• Ensure highest standards of service, cleanliness, operation, and safety by Retail Team.
• Support delivery of specified revenue metrics for any commercial areas operated by the Retail Team.
• Trained, willing, and able to serve as Duty Manager.
• Trained, willing, and able to perform all roles in assigned areas of the attraction.
• Supports recruiting, hiring, onboarding, and ongoing training for Retail Team.

Skills

Supervisory experience

Customer service

People management

Communication skills

Till systems experience

Education

High school or GED

College degree preferred

Job description

Merlin Entertainments in Grapevine, TX is seeking a Retail Supervisor to lead the front-line team and daily operation of the attraction's retail areas. You will drive world-class guest experiences, manage staff performance, and ensure safety and service standards.

The role emphasizes training, scheduling, inventory control, and collaboration with the Retail Manager to meet revenue goals. Previous supervisory retail experience and strong communication are essential.