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Merlin Entertainments

Manages branded visitor attractions and parks

Guest Experience Supervisor

Food Service & HospitalityUpdated on Nov 13
Full-timeBloomington, MN, USA$23 /hrIn-person

About the Job

Requirements

  • A high school diploma or GED is required.
  • At least 2 years of supervisory experience in a guest-facing environment such as hospitality, visitor attractions, entertainment, retail, or tourism is required.
  • The candidate must be able to lead and inspire teams in a fast-paced environment.
  • Strong customer service skills and a passion for creating memorable guest experiences are required.
  • Communication, coaching, and people-management abilities are required.
  • Attention to detail and commitment to operational excellence are required.
  • The candidate must remain calm and make effective decisions under pressure.
  • Experience managing multiple priorities and adapting to changing business needs is required.
  • A sales-driven mindset and the ability to motivate teams to achieve performance goals are required.
  • The candidate must be comfortable using point-of-sale systems and other operational technology.
  • The candidate must be flexible and adaptable, have previous leadership experience in a start-up environment, and have previous experience opening new attractions.
  • The candidate must be available for a schedule with starts at 8:30 a.m., 9 a.m., 12 p.m., or 2 p.m., Saturday through Wednesday.

Responsibilities

  • Lead by example and provide visible, front-line leadership across the attraction.
  • Champion exceptional guest service and support Guest Obsession standards.
  • Maintain high standards of health, safety, presentation, and operational excellence.
  • Motivate, coach, and develop team members to help them achieve their potential.
  • Deliver daily team briefings and maintain open communication across the department.
  • Support recruitment, onboarding, training, performance reviews, and development planning.
  • Mentor and serve as a role model for customer-facing teams.
  • Empower team members to provide service recovery and resolve guest concerns professionally.
  • Collaborate with the leadership team to develop team engagement initiatives, incentive programs, and recognition schemes.
  • Monitor operational metrics, inventory levels, guest feedback, and departmental performance.
  • Support sales initiatives and drive achievement of business and revenue targets.
  • Identify opportunities to improve the guest journey and the overall attraction experience.
  • Take an active role in Duty Manager shifts, overseeing attraction-wide operations and ensuring a safe, efficient, and enjoyable guest experience.
  • Lead the front-line Guest Experience Team and work alongside team members on the attraction floor to support guest service and daily operations.

About the Company

Merlin Entertainments

Manages branded visitor attractions and parks

Merlin Entertainments operates a global portfolio of branded visitor attractions, including theme parks and experiences. It owns and runs properties such as LEGOLAND Parks, Sea Life centers, The Dungeons, Madame Tussauds, and the London Eye, combining rides, shows, and interactive experiences to attract paying visitors. The company grows by acquiring and integrating well-known brands and venues, then operating them as unified, brand-driven experiences across multiple countries. Its competitive edge comes from scale, a diverse mix of world-famous brands, and a track record of expanding via strategic acquisitions to create a broad, international attraction network. The goal is long-term growth and value creation by expanding its branded attractions footprint and improving operating performance, while staying private to focus on sustained development rather than quarterly market pressures.

Company size
1,001-5,000
Company stage
IPO
Headquarters
Poole, United Kingdom
Founded
1999

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