• Guest Experience Supervisor

    LEGOLAND (Minneapolis, MN)


    What you'll bring to the team

    **Job Title:** Guest Experience Supervisor

    **Division:** Gateway North America

    **Department:** Operations

    **Reports to:** Guest or Operations Manager

    **Job Level:** Non-Manager

    **Exemption Status:** Non-Exempt

    Job Summary

    The Guest Experience Supervisor provides front-line leadership for the Guest Experience Team, ensuring exceptional service, operational efficiency, and the health and safety of guests and staff. This role is hands-on, supporting day-to-day attraction operations and acting as Duty Manager during scheduled shifts.

     

    Qualifications & Experience

    Key Responsibilities

    + Lead by example on the attraction floor, driving Guest Obsession standards and ensuring safe operating procedures are followed.

    + Deliver exceptional guest service while maintaining operational flow and team morale.

    + Support daily staffing, scheduling, and training; coach and mentor team members.

    + Facilitate daily briefings and maintain effective communication across departments.

    + Monitor guest areas for service quality, cleanliness, and overall experience; implement service recovery strategies when needed.

    + Support the creation and execution of team incentives and service improvement strategies.

    + Assist with team performance management, appraisals, and development.

    + Track inventory, report on KPIs, and promote initiatives to enhance guest satisfaction and secondary spend.

    + Collaborate with management to implement new ideas and continuously improve guest experience.

    + Ensure compliance with all safety, security, and operational policies.

    Qualifications & Experience

    + High school diploma or GED required.

    + Minimum 2 years of supervisory experience in a guest-facing, high-volume environment (e.g., retail, attractions, or hospitality).

    + Strong leadership, communication, and sales skills.

    + Proficient in POS systems and multi-tasking in dynamic settings.

    + Experience in training, coaching, and performance management preferred.

    Physical & Working Conditions

    + Must be able to work flexible hours, including weekends and holidays.

    + Requires prolonged periods of standing, walking, bending, and lifting (up to 70 lbs with or without accommodation).

    + Exposure to varying noise levels, temperatures, and lighting conditions throughout the attraction.

    Core Competencies

    + **Guest-Focused Leadership:** Inspires the team to deliver outstanding experiences.

    + **Accountability:** Owns outcomes and ensures commitments are met.

    + **Collaboration:** Builds trust and fosters teamwork.

    + **Adaptability:** Stays effective under changing demands.

    + **Communication:** Clearly conveys expectations and motivates others.

     

    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

     

    From USD $21.00/Hr.

     

    Submit a Referral (https://hourlycareers-na-merlinentertainments.icims.com/jobs/8527/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-MN-Bloomington, MN_

    **Job ID** _2025-8527_

    **Employment Type** _Full-Time_

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

    **Location Name** _SEA LIFE Minnesota_

    **_Job Locations_** _US-MN-Bloomington, MN_