Friday , January 27 2023

Merlin Entertainment Jobs – Guest Experience Supervisor

Website Merlin Entertainments

Job Description:

The Guest Experience Supervisor is responsible for leading the operations teams as a part of the day to day operations of the department. In this role, you will manage a team of fun driven and enthusiastic magic and memorable experience makers. Through diligent work and optimal fun, you will strive to achieve the financial targets as well as lead and develop your team.


Job Responsibilities:

  • Take an active role in supporting and assist leading all Customer Service strategies.
  • Deliver daily team briefings to ensure all members are fully aware of all activity within the Department and the Company.
  • Lead (by example) the Operations Team to consistently deliver world-class experiences to our guests, as evidenced by continuously meeting or
  • exceeding KPI and Mystery Visit targets.
  • Act as a mentor and coach team on areas for development.
  • Support the delivery initial and ongoing training of Operations Team as required for safe, efficient, and effective operation of assigned commercial areas.
  • Keen to see all team members respond enthusiastically to change, understand the way forward, and able to look at all aspects of the business through the eyes of the Guest.
  • Cross-trained in all Front of House areas and knowledgeable in other areas.
  • Focus on secondary spend targets across the business.
  • Ensure that the highest possible standards of service, cleanliness, technical operation, and safety are adhered to by the Operations Team.
  • Adopt an enthusiastic, assertive and passionate approach to customer care.
  • Encourage and support new and innovative ideas from all team members.
  • Work with Operations Manager to implement labor budgets/schedules for various day-types and seasonal needs.
  • Support the Operations Manager with ride operations and health and safety programs for the attraction.
  • Implement service recovery to encourage & empower team members to do so.
  • Support the Operations Manager in the efficient, effective, and safe day-to-day running of assigned operational areas of the attraction, with a strong focus on maximizing Per Cap spends and Average Transaction Values.
  • Be the best-in-class on-the-floor example of excellence in assigned commercial areas of the attraction.
  • Assume position of Duty Manager and department lead.

Job Requirements:

  • Excellent communication skills are required.
  • Customer service experience is preferred and experience working with children and families is desirable.
  • High School Diploma or GED required; college degree preferred.
  • Must be able to work in a fast paced, multi-task environment.
  • This position requires a fun, outgoing approach in interacting with others with a desire to provide service on the highest possible level and the ability to work individually and as part of a team.

Job Details:

Company:  Merlin Entertainments

Vacancy Type:  Full Time

Job Location: Philadelphia, PA, US

Application Deadline: N/A

Apply Here