• Guest Experience Supervisor

    LEGOLAND (North Richland Hills, TX)


    What you'll bring to the team

     

    We are seeking a dynamic and passionate individual to join us as a Guest Experience Supervisor, the guardian of unforgettable experiences for our guests. If you have boundless energy, a love for hospitality, and a natural talent for leading enthusiastic teams, then this is your chance to shine!

     

    Qualifications & Experience

    Key Responsibilities:

    + Working closely with the operations management team to create, implement, drive, maintain, and exceed KPI experience targets for the operations department.

    + Oversee Guest Service, maintaining exceptional knowledge of Membership and ticket promotions, benefits, and prices. Handle member inquiries, process and renew passes, troubleshoot issues, and resolve any complaints.

    + Assumes the position of Duty Manager and site controller, ensuring the highest possible standards of guest service, presentation, technical operation, and safety in all operation areas of the Attraction.

    + Provide guidance and relevant information for guests with disabilities.

    + Perform opening and closing routines for the department as defined by the Standard Operating Procedures

    + Strong problem-solving skills and ability to remain calm under pressure.

    + Understand the correlation between Guest Experience and achieving Volume, Revenue, and EBITDA targets.

    + Assist in delivering ride training ensuring the highest possible standards of guest service, presentation, technical operation, and safety in all operational areas of the attraction.

    + Understand risk assessments within attraction and ensure reporting of any new risks to the appropriate line manager.

    + Trained to cover all commercial and guest experience operations, serving as a duty manager.

    + Handle administrative duties including payroll, recognition platforms, schedules, recordkeeping, performance tracking documents, and personnel files.

    + Support special events as assigned including but not limited to character offsite requests, partnership events, and internal park events.

    + Action out operational team responsibilities throughout to maintain a collaborative partnership with the entertainment team and work toward a seamless transition into daily operations.

    + 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.

    + Perform other duties as assigned.

    Education and Experience:

    + Two years of experience as a supervisor, preferably in operations of either a visitor attraction, theme park, museum, leisure, hotel, or theatre environment.

    + Experience in dealing with guests in difficult situations and maintaining the highest level of service in high pressure situations.Experience in a training position preferred.

    + Knowledge of Microsoft Excel, Outlook, and Word required.

    + Knowledge of UKG Workforce Management preferred.

    + Excellent communication and motivational skills.

    + Proven ability to work on multiple projects simultaneously.

    Benefits

    + 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!

     

    Pay Range

     

    USD $19.50/Hr.

     

    Submit a Referral (https://hourlycareers-na-merlinentertainments.icims.com/jobs/9269/guest-experience-supervisor/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-TX-North Richland Hills_

    **Job ID** _2025-9269_

    **Employment Type** _Full-Time_

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

    **Location Name** _Peppa Pig Theme Park Dallas - Fort Worth_

    **_Job Locations_** _US-TX-North Richland Hills_