Guest Experience Lead

What you'll bring to the team

Lead the Experience. Inspire the Team. Create Lasting Memories.

Are you passionate about delivering exceptional guest service and motivating others to perform at their best? Do you thrive in a fast-paced, guest-focused environment where no two days are the same? If so, we'd love to hear from you!

We are seeking an enthusiastic and driven Guest Experience Shift Lead to support the day-to-day operations of our attraction and help create unforgettable experiences for every guest who walks through our doors. In this role, you'll serve as a key leader within the Guest Experience team, supporting front-line operations, developing team members, and ensuring our guests receive world-class service every day.

The ideal candidate enjoys working with kids and will be open to a flexible schedule that includes working weekends and holidays.

As a Guest Experience Shift Lead, you'll be responsible for leading by example and supporting operational excellence across the attraction.

Key responsibilities include:

• Acting as the department's Supervisor on Duty, overseeing daily Guest Experience operations.
• Leading, coaching, and motivating front-line team members to deliver exceptional guest service.
• Delegating daily assignments and ensuring operational priorities are completed efficiently.
• Creating a culture of excellence by inspiring team members to be truly guest obsessed.
• Managing guest flow and queue operations to ensure a safe, efficient, and enjoyable experience.
• Responding to guest concerns and resolving issues with professionalism, empathy, and confidence.
• Supporting guest recovery efforts and empowering team members to exceed guest expectations.
• Delivering and coordinating host training programs across guest-facing areas of the attraction.
• Maintaining accurate training records and documentation.
• Monitoring team performance and providing coaching, feedback, and development support.
• Upholding all health and safety policies, procedures, and compliance standards.
• Supporting department initiatives, including audits, employee engagement programs, and operational improvement projects.
• Stepping into various Guest Experience Host positions as needed and leading by example on the front line.

This is what we do every day. Our 31,000+ awesome colleagues create and play together to spark the imaginations of children and LEGO fans of all ages, all around the world. Just imagine being part of this – playing with ideas, creating magical experiences, and learning while growing and building your dream career.

We’re looking for someone who is enthusiastic, approachable, and passionate about creating amazing experiences for guests and colleagues alike.

• High School Diploma or GED required.
• Minimum six months of experience in attractions, entertainment, hospitality, retail, tourism, or another customer-focused service industry preferred.
• Previous leadership, team lead, or supervisory experience is an asset.
• Strong customer service skills with a genuine passion for helping others.
• Experience working in a fast-paced, high-energy environment.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to multitask and prioritize effectively.
• Comfortable using standard office software applications and various workplace systems.
• Ability to learn new processes, maintain accurate records, and follow established procedures.
• Strong problem-solving skills and the ability to remain calm under pressure.
• A positive, outgoing personality and the ability to work both independently and as part of a team.

The Perks of the Magic

• Fantastic Health Coverage:
  
  Enjoy comprehensive medical, dental, and vision…