Guest Experience Shift Lead

Overview

Guest Experience Shift Lead – LEGO Discovery Center Washington, D.C. This role leads the Guest Experience team to deliver world-class guest service and ensure families have a memorable, fun visit. The position requires leadership, strong teamwork, and the ability to work in a fast-paced, family-friendly environment with flexibility for weekends, holidays, and peak guest periods. Typical schedules include a mix of weekday and weekend shifts with morning, midday, and evening hours based on business needs and school group demand.

As a Guest Experience Shift Lead, you are the go-to leader on the floor, ensuring smooth operations, excellent guest service, and a motivated team. You will manage guest flow, mentor team members, and help make magic happen on a daily basis.

• Lead and inspire the team to deliver exceptional service with a guest-focused mindset.
• Oversee daily operations, delegate tasks, and assist where needed to keep things running smoothly.
• Ensure adherence to policies and safety standards to keep guests and team members safe.
• Address guest questions and issues with care and creativity to convert challenges into positive experiences.
• Help new and current team members grow through hands-on coaching, training, and development.
• Support the team by assisting with projects, audits, and engagement activities when not on duty as Supervisor on Duty.
• Lead by example by stepping into guest-facing roles when needed to demonstrate world-class service.

• A fun, positive, and outgoing personality with strong guest connection skills.
• High school diploma or GED required.
• At least 6 months of experience in attractions, hospitality, or customer service preferred.
• Proven ability to multitask in a lively, fast-paced environment.
• Excellent communication and teamwork skills.
• Leadership qualities that inspire others to deliver their best while having fun.

• Flexible availability including mornings, evenings, weekends, and holidays.
• Ability to stand, walk, and move around the attraction for long periods.
• Work in a lively, colorful, family-focused environment.

At LEGO Discovery Center, creativity, imagination, and teamwork are valued. You’ll help guests make memories and have fun while contributing to a playful work atmosphere. Career growth opportunities, perks, and team events are available as part of Merlin Entertainments.

• Health care options (medical, dental, vision).
• Paid time off (PTO).
• Merlin Magic Pass: free entry for friends and family to parks and attractions.
• Recognition programs and rewards.
• 401(k) with company matching contributions.
• Tution reimbursement programs for further education and career growth.
• Learning and advancement opportunities to grow your skills and career.

USD $18.00 per hour.