Guest Experience Lead - Cluster

Join to apply for the Guest Experience Lead - Cluster role at Merlin Entertainments

This range is provided by Merlin Entertainments. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$15.73/hr - $15.73/hr

As a Guest Experience Shift Lead, you’ll bring the energy and leadership needed to make every day at our attraction unforgettable. You’ll lead a guest‑obsessed team, and ensure operations run seamlessly each day. Whether it’s managing crowds, jumping into a host role, or coaching team members to shine, you’ll be right in the action and making sure every guest leaves with a smile.

If you thrive in a playful, fast‑paced environment and love leading by example, this is the role for you! ✨

• Lead daily Guest Experience operations to ensure smooth, guest‑focused performance.
• Motivate, coach, and inspire team members to deliver world‑class service with enthusiasm and positivity.
• Delegate and monitor daily assignments for front‑line team members to keep operations running efficiently.
• Manage queues and guest flow safely and effectively during high‑traffic periods.
• Respond quickly and professionally to guest issues, collaborating with other departments for seamless resolution.
• Assist with team training and documentation in all primary Guest Experience areas, ensuring everyone is confident and capable.
• Support the development of front‑line team members through coaching, feedback, and on‑the‑job leadership.
• Uphold health, safety, and service standards across all operations.
• When not serving as Supervisor on Duty, assist with training, employee engagement, audits, and development projects.
• Lead by example on the attraction floor, ensuring fun, teamwork, and top‑tier service every shift.

• 🎓 High school diploma or GED required.
• 🎢 Minimum of six months in attractions, entertainment, hospitality, or customer service preferred.
• 💪 Previous experience leading a team, project, or assignment demonstrating strong leadership and accountability.
• 🌟 Positive, outgoing personality with a passion for guest experience and teamwork.
• ⚡ Flexible and adaptable — thrives in a fast‑paced, ever‑changing environment.
• 🗣️ Excellent in‑person communication skills and a calm, professional approach to problem‑solving.
• 💻 Comfortable using office software and technology to support daily operations and record‑keeping.
• 🤝 Reliable, trustworthy, and driven to deliver service that wows every guest.

• 🎡 Fantastic Health Coverage:
  Enjoy comprehensive medical, dental, and vision benefits to keep you feeling your best.
• 🌴 Generous Paid Time Off:
  Take the time you need to rest, recharge, and come back ready to create more unforgettable moments.
• 🎟️ Merlin Magic Pass:
  Share the fun with free entry for you, your family, and friends to our world‑famous attractions.
• 🏆 Recognition and Rewards:
  Your hard work does not go unnoticed. Celebrate your achievements with exciting recognition programs.
• 💰 401(k) Savings Plan:
  Build your future with our company‑matched retirement program.
• 🎓 Tuition Assistance:
  Pursue your passions with educational support and reimbursement programs.
• 🚀 Growth and Development:
  Learn, grow, and take your career to new heights with endless opportunities for advancement.

Mid‑Senior level

Full‑time

Other

Entertainment Providers