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What you'll bring to the team

The Guest Experience Shift Lead is responsible for assisting the team as a part of the day-to-day Guest Experience operations of the attraction. The Shift Leads’ primary responsibilities include serving as the department’s Supervisor on Duty and assuming the role of assigned hosts positions, where necessary. Shift Leads also have a day-to-day role in developing our front-line team members to deliver world-class customer service.

Qualifications & Experience

Key Responsibilities:

+ Delegate and monitor daily assignments for front line team members within the Guest Experience department.

+ Lead and motivate team members to be “guest obsessed” and provide exemplary customer service.

+ Uphold all health and safety policies and procedures and ensure all teams are compliant.

+ Assist in managing queues and guest flow within the busiest areas of the attraction in the safest and most optimal way.

+ Efficiently respond to guest issues and concerns throughout the day by communicating amongst relevant departments.

+ Initiate and organize all Host training in all primary guest experience focused areas within all attractions. Maintain adequate documentation and training records.

+ Ensure team members are empowered to deliver outstanding customer service including guest recovery as needed. • Evaluate workforce performance. Coach and/or escalate as needed.

+ When not assigned to be the department’s Supervisor on Duty role, support the Guest Experience department in different areas such as training, auditing, employee engagement, assisting department supervisors with specific development projects and leading by example when assigned to guest experience host positions.

+ The above list is not exclusive or exhaustive and may require undertaking such tasks as may reasonably be expected within the scope and grading of the role.

Education and Experience:

+ High school diploma or GED required

+ Customer service experience preferred

+ Minimum of six months experience in attractions, entertainment, or related service industries preferred

+ Ability to work in a fast-paced, multitasking environment

+ Excellent verbal and written communication skills

+ Familiarity with standard office filing systems and proper telephone etiquette

+ Proficiency with standard office software and equipment

Benefits

+ Health care options (medical, dental, and vision plans)

+ Paid Time Off (PTO)

+ Merlin Magic Pass for friends and family to enjoy the parks and attractions

+ Recognition programs and rewards

+ 401(k) program with company match

+ Tuition reimbursement programs

+ Numerous learning and advancement opportunities

Pay Range

Compensation between USD $20.50/Hr.-USD $20.50/Hr.

Submit a Referral (https://hourlycareers-na-merlinentertainments.icims.com/jobs/8731/guest-experience-shift-lead--operations/job?mode=apply&apply=yes&in\_iframe=1&hashed=-1834381883)

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-NY-New York_

**Job ID** _2025-8731_

**Employment Type** _Full-Time_

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

**Location Name** _Madame Tussauds New York_

**_Job Locations_** _US-NY-New York_