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Guest Experience Supervisor

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Guest Experience Supervisor
Merlin Entertainments


Job description

Guest Experience Supervisor

LEGOLAND Discovery Center Philadelphia, 500 W Germantown Pike
Plymouth Meeting, Pennsylvania, 19462
United States

Build yourself a more exciting future at LEGOLAND Discovery Center Philadelphia!

Do you have the Magic in you to create memorable experiences all for the love of fun? Do you wish to cast a spell of laughter and enjoyment to the people around you?  Want to join a team that creates smiles and memories globally on a daily basis? Then you have the magic to be Team Merlin at LEGOLAND Discovery Center  Philadelphia!

About the Role
The Guest Experience Supervisor is responsible for leading the operations teams as a part of the day to day operations of the department. In this role, you will manage a team of fun driven and enthusiastic magic and memorable experience makers. Through diligent work and optimal fun, you will strive to achieve the financial targets as well as lead and develop your team.

· Support the Operations Manager in the efficient, effective, and safe day-to-day running of assigned operational areas of the attraction, with a strong focus on maximizing Per Cap spends and Average Transaction Values.
· Be the best-in-class on-the-floor example of excellence in assigned commercial areas of the attraction.
· Lead (by example) the Operations Team to consistently deliver world-class experiences to our guests, as evidenced by continuously meeting or exceeding KPI and Mystery Visit targets.
·Support the delivery initial and ongoing training of Operations Team as required for safe, efficient, and effective operation of assigned commercial areas.
·Work with Operations Manager to implement labor budgets/schedules for various day-types and seasonal needs.
·Support the Operations Manager with ride operations and health and safety programs for the attraction.
·Ensure that the highest possible standards of service, cleanliness, technical operation, and safety are adhered to by the Operations Team.
· Support delivery of specified revenue metrics for any commercial areas operated by the Operations Team.

Brand Specific Responsibilities
· Deliver daily team briefings to ensure all members are fully aware of all activity within the Department and the Company.
·Implement service recovery to encourage & empower team members to do so.
·Adopt an enthusiastic, assertive and passionate approach to customer care.
·Keen to see all team members respond enthusiastically to change, understand the way forward, and able to look at all aspects of the business through the eyes of the Guest. 
·Cross-trained in all Front of House areas and knowledgeable in other areas.
·Take an active role in supporting and assist leading all Customer Service strategies.
·Assume position of Duty Manager and department lead.
·Act as a mentor and coach team on areas for development.
-Focus on secondary spend targets across the business.
·Encourage and support new and innovative ideas from all team members. 
·Manage the training strategy in place for all incoming and existing hires.
·Monitor the effective visual appeal of all Guest facing areas and experience points throughout attraction; evaluate effectiveness and recommends improvements.
·Other duties as assigned.

About You
·Customer service experience is preferred and experience working with children and families is desirable.
·This position requires a fun, outgoing approach in interacting with others with a desire to provide service on the highest possible level and the ability to work individually and as part of a team.
·Excellent communication skills are required.
·Must be able to work in a fast paced, multi-task environment.
·High School Diploma or GED required; college degree preferred.

About The Benefits
In return you will find a competitive salary and benefits package (including affordable and robust medical, vision & dental plans, company-paid life insurance and 401(k) matching plan offering), free entry to all of our Merlin attractions which also extend to family and friends.  In addition, you can expect continued growth of joining an exciting, global organization.

Merlin Entertainments Midway Division includes iconic attractions such as Madame Tussauds, LEGOLAND Discovery Centre, Peppa Pig and More! Merlin’s a company where spreading happiness in every job description, where new teammates become old friends and a job for the summer means memories forever. We offer flexible hours filled with fun – where part-time working is 100% rewarding.

In order to apply for this role you must be at least 16 years of age. 

Everyone Matters at Merlin.  
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. 

We want to ensure that everyone has the opportunity to perform their best at interview, so if you have any additional requirements due to ill health or a disability, please contact our friendly team to have a discussion. You can get in contact at



Job type
Plymouth Meeting, PA, United States
Guest Relations
Starting in
As soon as possible
Duration of the contract

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