What are the responsibilities and job description for the Guest Experience Shift Lead position at LEGO Discovery Centre?
Roles & Responsibilities
Guest Experience Shift Lead/Manager on Duty
LEGO® Discovery Center Boston is seeking dynamic and enthusiastic Guest Experience Shift Leads to join our team and play a pivotal role in creating magical memories for our guests in Boston's ultimate indoor LEGO experience! Following a $12 million renovation in spring 2023, our attraction offers highly interactive indoor LEGO® play experiences, including a ride, 4D theatre, LEGO® Space digital encounter, DUPLO® Park, Hero Zone, and Creative Club.
About the Role
As a Guest Experience Shift Lead, you will be the heart of our operation at LEGO Discovery Center Boston. Serving as the Manager-on-Duty for the entire attraction, you will ensure the efficient operation of our Admissions Department, Retail Shop, Café, and Attraction. Your primary responsibilities include leading and motivating staff to be "guest-obsessed" and provide exemplary customer service. Compensation for this role is $18.50/hour, and it is a full-time position.
Responsibilities:
Manager on Duty for the Attraction
- Oversee the smooth operation of all departments, including Admissions, Attraction, Food and Beverage, and Retail.
- Delegate and monitor daily assignments for front-line staff.
- Uphold all health and safety policies and procedures, ensuring 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.
Coordinate Training of Front-line Hosts
- 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 performances. Coach and/or escalate as needed.
Support Assigned Department as Needed
- Each Guest Experience Shift Lead will report into a specific department: Admissions, Retail, Food & Beverage, or Attractions.
- When not duty managing, Shift Leads will support their respective department in areas such as training, stocking, inventory controls, employee engagement, and scheduling.
Qualifications & Experience
About You
We are looking for candidates with experience from a variety of backgrounds:
- Hospitality industry - Attractions, Hotels, Museums, etc.
- Retail
- Food & Beverage
- Child Development
Candidates will have:
- A contagious, positive, can-do attitude!
- High School Diploma or GED equivalent.
- At least 1 years of experience leading and positively influencing teams within an innovative and fast-paced environment.
- A guest-first mindset with excellent verbal and written communication skills.
- Flexibility and adaptability, especially in creating and/or implementing new operational procedures.
- The ability to prioritize and multitask under pressure.
- Open availability, especially during our industry’s peak business days on weekends, holidays, and school breaks.
Benefits
About the Perks
A job at Merlin Entertainments means access to incredible benefits:
- Healthcare benefits including medical, dental, vision, and more.
- 401(k) retirement account with corporate match.
- Annual paid time off benefits.
- 30% off LEGO products and Merlin retail stores, including other retail discounts.
- Complimentary tickets to all Merlin attractions worldwide, including for friends and family.
- Tuition reimbursement program.
- Career progression and skills development with job opportunities across the country and globally.
About Us
Merlin Entertainments is the company behind iconic brands like LEGOLAND theme parks, Madame Tussauds wax museums, SEA LIFE Aquariums, and LEGO Discovery Centers. We operate over 140 attractions across 24 countries, delivering memorable experiences to 67 million visitors a year. Our company and its people are defined by the 7 values that make up “The Merlin Way”: We love what we do, We care, We are innovative and fast moving, We do what we say, We make every dollar count, We take ownership, and we do it all For the love of fun.
Everyone Matters at Merlin
At Merlin, we strive to create an inclusive and diverse workplace where everyone, regardless of age, race, gender, disability, or sexual orientation, feels valued. We welcome the world to our magical attractions and resorts every day and are committed to reflecting that multicultural mix within our business.
We want everyone to have the opportunity to perform their best at interviews. If you have additional requirements due to ill health or a disability, please contact our friendly team at NAPeopleHUB@merlinentertainments.biz for a discussion.
Pay Range
USD $18.50/Hr.Salary : $19
