Guest Experience Supervisor
LEGO Discovery Center Atlanta, 3500 Peachtree Rd NE G-1
Atlanta, Georgia, 30326
We are now looking for a Guest Experience Supervisor to join our team as we launch our next generation LEGO® Discovery Center attraction in Atlanta. This 30,000 square foot indoor attraction was co-created by Merlin & the LEGO® Group and is located in the Phipps Plaza.
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 responsibilities of Manager on Duty responsible for overseeing the smooth and safe running of our exciting attraction.
·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.
Customer service experience and experience leading and supervising a team is required.
·This position requires a fun, outgoing approach in interacting with others, 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 (verbal and written) are required.
·Must be able to work in a fast paced, multi-task environment. Must be available to work a variety of shifts, on weekends, nights, holidays, etc.
·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.
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 NAPeopleHUB@merlinentertainments.biz.