Guest Experience Supervisor

Collective Goal: Ensure that every guest we welcome enjoys a magical memorable worldclass guest experience and that every member of our team embraces and exhibits our company values (known collectively as The Merlin Way).

Scope of job: Support the Operations Manager or Guest Experience Manager in the efficient effective and safe daytoday running of assigned areas of the attraction with a strong focus on putting smiles on guests faces.

Be the bestinclass onthefloor example of excellence in assigned areas of the attraction.

Lead (by example) the GE Team to consistently deliver worldclass experiences to our guests as evidenced by continuously meeting or exceeding KPI and Mystery Visit targets.

Support the delivery initial and ongoing training of GE Team as required for safe efficient and effective operation of assigned areas.

Work with Operations Manager or Guest Experience Manager to implement labor budgets/schedules for various daytypes and seasonal needs.

Lead (by example) the GE Team to be GuestObsessed positive proactive and FUN at all times.

Ensure that the highest possible standards of service cleanliness technical operation and safety are adhered to by the GE Team.

Support delivery of specified revenue metrics for any commercial areas operated by the GE Team.

Education and Experience: Customer service experience is preferred. 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 multitask environment.

Main Responsibilities:

Trained willing and able to serve as Duty Manager.

Trained willing and able to perform all roles in assigned areas of the attraction.

Constantly on the floor providing mentorship motivation and feedback to the GE Team.

Supports recruiting hiring onboarding and ongoing training for GE Team.

Reports admission metrics inventory levels KPIs dwell time and other metrics for the GE Team.

Manages performance and growth of GE Team through Personal Development Plans Probationary Reviews Appraisals and Training.

Handles operational challenges as they occur.

Monitors the visual appeal and effectiveness of all assigned areas regularly making improvement recommendations to GM

Manages and rectifies guest complaints in assigned areas per practice and policy ensuring records are maintained.

Manages all policies and procedures in relation to employment as advised by Human Resources and Merlin Operations Manual.

Manages delivery of staff incentive opportunities to increase performance and promote teamwork.

Ensures proper coverage and staff utilization for assigned areas at all times.

Coaches and Manages GE Team to provide bestinclass guest experience and maximize profit in all assigned areas.

Manages and maintains records of GE Team performance improvement plans.

Actively and consistently leads by example and serves as aspirational role model at all times.

Clearly and effectively communicates existing and new policies procedures and information with GE Team.

Takes an active role along with attraction SLT in leading daily/shift team briefings.

Ensures that team members are trained and empowered to deliver outstanding customer service including guest recovery as needed.

Welcomes and rewards ideation and innovative suggestions from GE Team.

Demonstrates Merlin Values at every opportunity and requires GE team to do the same.

Maintains oversight and control of all assigned areas quickly investigating errors complaints and incidents.

Logs all incidents (as required) in MIDAS system.

Never walks by trash dirt filth or disrepair in frontofhouse or backofhouse areas without addressing immediately.

Other duties as assigned.

Were growing fast and alongside a fun and friendly environment we offer a fabulous package and amazing prospects ideal if youre already fantastic and want to become even better (our magic can help here)

If you have any questions or if you require any assistance because of a disability or medical condition please contact us by email at and one of the team will get back to you as soon as possible.