Guest Experience Shift Lead - Dallas/Ft. Worth

The attractions lead assists the team in the day-to-day guest experience operations at the attraction. The Lead’s primary responsibility is serving as the Manager on Duty for the entire attraction, ensuring the efficient operation of our Attraction, Retail Shop, and Diner. Leads also play a vital role in developing our front-line staff to deliver world-class customer service daily.

• Oversee the smooth operation of all departments, including Admissions, Attractions, Food and Beverage, and Retail
• Delegate, and monitor daily assignments for front-line staff.
• Lead and motivate staff to be “guest-obsessed” and provide exemplary customer service.
• Uphold all health and safety policies and procedures and ensure all teams comply.
• Manage queues and guest flow within the busiest areas of the attraction most safely and optimally.
• Efficiently respond to guest issues and concerns throughout the day by communicating among relevant departments.

• Initiate and organize host training in ride safety, water safety, profit protection, and guest service standards.
• Maintain adequate records.
• Ensure team members are empowered to deliver outstanding customer service, including guest recovery, as needed.
• Evaluate workforce performance. Coach and escalate as needed.

• When not duty managing, Leads will support their respective department in areas such as training, stocking, inventory controls, employee engagement, and fulfilling necessary shift coverage.
• Other duties as assigned.

• A high school diploma or general education degree (GED) is preferred.
• Customer service and guest interaction experience and proficiency are required.
• Experience and passion for entertaining children and families is required.
• The ability to train others effectively is required.
• This position requires a fun, expert, outgoing approach to interacting with others, leading a team to do the same, and providing service on the highest possible level.
• Excellent communication and motivational skills are required.
• Must be able to work in a fast-paced, multi-task environment.
• Able and willing to work occasionally on weekends, evenings, and holidays, as needed.

Merlin Entertainments is a global leader in location-based, family entertainment.  As one of the world’s largest attraction operators, we create and deliver memorable, immersive brand experiences for our millions of guests. We put all our energy into creating magical memories for our guests. With 67 million visitors every year, that’s a lot of unforgettable moments.

We want to ensure that everyone can 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.