Food & Beverage Shift Lead

Job Title: Food and Beverage Shift Lead Operating Group: Gateway North America Division: Food and Beverage Reports to: Retail Manager Job Level: NonManager Exemption Status: NonExempt

Job Summary: The Food and Beverage Shift Lead is responsible for assisting the team as a part of the daytoday Food and Beverage (Caf) operations of the attraction. The Shift Leads primary responsibilities include serving as the departments Supervisor on Duty and assuming the role of assigned hosts positions where necessary. The Shift Lead also has a daytoday role in developing our frontline team members to deliver worldclass customer service

Key Responsibilities:

While Supervisor on Duty oversee the smooth operation of all departments including Food and
Beverage Attraction 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 are compliant.
Manage queues and guest flow within the busiest areas of the attraction in the safest and most optimal
way.
Efficiently respond to guest issues and concerns throughout the day by communicating amongst relevant
departments.
Initiate and organize all Host training in areas such as ride safety food safety profit protection and retail
standards. Maintain adequate records.
Ensure that team members are empowered to deliver outstanding customer service including guest
recovery as needed.
Evaluate workforce performance. Coach and/or escalate as needed.
When not duty managing Shift Leads support their respective department in areas such as training
stocking inventory controls employee engagement and scheduling.
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:
High school diploma or GED. Minimum six months experience working in the food and beverage (i.e. restaurant
caf) industry roles preferred. Any combination of training and/or experience which demonstrates ability to perform
the duties as described; a typical qualifying background would include experience working in an office environment
involving public contact. Customer service and guest interaction experience and proficiency is 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 and the ability to lead a team to do the
same with an ability to provide service on the highest possible level. Excellent communication and motivational skills
are required.

Licenses and Certifications

Ability to obtain related licensures or certification as may be required to perform the essential function of the
position or as required by law.

Travel Requirements:

May occasionally require local travel.

Perhaps the biggest benefits of joining us are the outstanding opportunities for career development within our exciting global organization.

• Flexible hours.
• 30% discount in the retail store.
• Merlin Magic Pass which gives you free admission to Merlin attractions worldwide.
• Competitive 401K.
• Discounts through the Merlin Marketplace Website on almost anything you buy online.
• FUN working environment and much more!

About Us

Merlin Entertainments is a global leader in locationbased family entertainment. As one of the worlds 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 thats a lot of unforgettable moments.

Everyone Matters at Merlin.

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