• Guest Experience Supervisor

    LEGOLAND (Schaumburg, IL)


    What you'll bring to the team

    • About the Role

     

    Are you passionate about creating unforgettable guest experiences? Are you a natural leader who thrives in a fast-paced, guest-focused environment? Join our team as a **Guest Experience Supervisor** and help us deliver magical moments every day!

     

    As a front-line leader, you’ll be hands-on — coaching, motivating, and supporting the Guest Experience Team to deliver **world-class service** , maintain a **safe environment** , and ensure every guest walks away with a smile 😊. You’ll also play a key role in **Duty Manager shifts** , helping oversee the entire attraction.

    Qualifications & Experience

    •️ What You’ll Do

    + 🌟 Lead by example on the floor, ensuring a best-in-class experience for guests and staff

    + 💬 Support and coach your team in all front-of-house roles

    + 💡 Drive team performance through daily briefings, incentives, and ongoing training

    + 🎯 Deliver and exceed KPIs including guest satisfaction and dwell time

    + 🔧 Troubleshoot issues in real time and implement proactive guest recovery strategies

    + 📈 Assist in recruitment, onboarding, and development of the Guest Experience team

    + 🧹 Maintain a clean, safe, and visually stunning attraction at all times

    + 🤝 Collaborate closely with the leadership team on strategy, operations, and innovation

    + 📊 Report on performance metrics and make data-driven recommendations

    • What You Bring

    + High school diploma or GED required; college degree preferred

    + 2+ years of experience in a **guest-facing supervisory role** (theme park, attraction, retail, or hospitality)

    + Proven leadership skills — you're a mentor, motivator, and role model

    + Stellar communication and problem-solving skills

    + Ability to remain cool under pressure and juggle multiple tasks like a pro

    + Familiarity with till systems, sales strategies, and POS software a plus

    + Passion for delivering exceptional guest service every single day!

    •️ Additional Requirements

    + Able to work flexible hours, including weekends and holidays

    + Must be comfortable standing, walking, or moving throughout the attraction for extended periods

    + Able to lift up to 70 lbs and navigate varying environments (indoor/outdoor, different floor types)

    + Willingness to obtain any necessary licenses or certifications

    • Soft Skills That Set You Apart

    + **Adaptable** – thrive in changing situations with a smile

    + **Collaborative** – love building strong partnerships with others

    + **Clear Communicator** – tailor messages to suit your audience

    + **Accountable** – take ownership of your responsibilities and outcomes

    •️ Why You’ll Love It Here

    + Be part of a fun, energetic, and guest-obsessed team 🎢

    + Opportunities for career growth within Merlin Entertainments 🌍

    + Your ideas matter — innovation and creativity are always welcome 💡

    + Free entry to Merlin attractions and exclusive employee perks 🏰

     

    Ready to make magic happen? Apply now and help us take guest experience to the next level! 🧙‍♂️✨

    Benefits

    • **Benefits of Joining Merlin Entertainments!** 🎉

    • Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.

    • Outstanding Paid Time Off (PTO): Enjoy well-deserved breaks to recharge!

    • 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!

     

    Ready to be a part of the magic? Apply today and start your adventure with Merlin Entertainments! 🌟✨

     

    Pay Range

     

    USD $19.00/Hr.

     

    Submit a Referral (https://careers-na-merlinentertainments.icims.com/jobs/8419/guest-experience-supervisor/job?mode=apply&apply=yes&in\_iframe=1&hashed=-1834381883)

     

    Connect With Us!

     

    At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters!

     

    Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.

     

    **Location (Country-State-City)** _US-IL-Schaumburg, IL_

    **Job ID** _2025-8419_

    **Employment Type** _Full-Time_

    **Offer/Contract Type** _At Will (US Only)_

    **Location Name** _LEGOLAND Discovery Center Chicago_