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What you'll bring to the team

As a Guest Experience (Operations) Lead, you’ll bring the energy and leadership needed to make every day at our attraction unforgettable. You’ll take charge to lead a guest-obsessed team and ensure operations run seamlessly from open to close. Whether it’s managing crowds, jumping into a host role, or coaching team members to shine, you’ll be right in the action—making sure every guest leaves with a smile. If you thrive in a playful, fast-paced environment and love leading by example, this is the role for you! ✨

Qualifications & Experience

Key Responsibilities:

+ ✨ Support daily Guest Experience operations to ensure every shift runs efficiently and guest focused.

+ ✨ Motivate, coach, and inspire team members to deliver exceptional service with energy and positivity.

+ ✨ Assign and monitor daily tasks for front-line team members, keeping operations seamless.

+ ✨ Manage queues and guest flow safely during peak periods.

+ ✨ Respond professionally and quickly to guest concerns, collaborating with other departments to create smooth resolutions.

+ ✨ Uphold health, safety, and service standards across all operations.

+ ✨ Assist with training, employee engagement, audits, and development projects.

+ ✨ Lead by example on the floor, modeling fun, teamwork, and top-tier guest service every shift.

Education & Experience:

+ 🎓 High school diploma or GED required.

+ 🎢 Minimum of six months in attractions, entertainment, hospitality, or customer service preferred.

+ 💪 Previous experience leading a team, project, or assignment demonstrating strong leadership and accountability.

+ 🌟 Positive, outgoing personality with a passion for guest experience and teamwork.

+ ⚡ Flexible and adaptable — thrives in a fast-paced, ever-changing environment.

+ 🗣️ Excellent in-person communication skills and a calm, professional approach to problem-solving.

+ 💻 Comfortable using office software and technology to support daily operations and recordkeeping.

+ 🤝 Reliable, trustworthy, and driven to deliver service that wows every guest.

Benefits

The Perks of the Magic** **✨

+ 🎡 **Fantastic Health Coverage:** Enjoy comprehensive medical, dental, and vision benefits to keep you feeling your best.

+ 🌴 **Generous Paid Time Off:** Take the time you need to rest, recharge, and come back ready to create more unforgettable moments.

+ 🎟️ **Merlin Magic Pass:** Share the fun with free entry for you, your family, and friends to our world-famous attractions.

+ 🏆 **Recognition and Rewards:** Your hard work does not go unnoticed. Celebrate your achievements with exciting recognition programs.

+ 💰 **401(k) Savings Plan:** Build your future with our company-matched retirement program.

+ 🎓 **Tuition Assistance:** Pursue your passions with educational support and reimbursement programs.

+ 🚀 **Growth and Development:** Learn, grow, and take your career to new heights with endless opportunities for advancement.

Pay Range

USD $15.00/Hr.

Submit a Referral (https://careers-na-merlinentertainments.icims.com/jobs/10353/guest-experience-%28operations%29--lead/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-MI-Auburn Hills_

**Job ID** _2025-10353_

**Employment Type** _Full-Time_

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

**Location Name** _Peppa Pig World of Play Michigan_