What you'll bring to the team

The Guest Experience Supervisor is responsible for front-line leadership of the daily operation within the Guest Experience Team, ensuring the health and safety of our guests and staff. The Supervisor ensures all safe operating procedures and practices are always followed and provides feedback and follow-up. The Supervisor is also tasked with ensuring world class customer service is always delivered by the Team, whilst driving operational efficiency. The Supervisor manages the daily operation of their department, and provides example-based, shoulder-to-shoulder leadership to the front-line team. This role also includes Duty Manager shifts on the floor of the attraction overseeing the daily operation of all departments.

Qualifications & Experience

Key Responsibilities:

Deliver outstanding guest care and uphold Guest Obsession standards.

Lead by example and remain active on the attraction floor.

Support daily operations and ensure all positions are staffed.

Motivate, coach, and develop team members.

Conduct daily briefings and maintain clear team communication.

Uphold high standards in guest service, safety, and presentation.

Manage team scheduling, training, and performance reviews.

Encourage service recovery and guest satisfaction initiatives.

Support and implement staff incentive programs and KPIs.

Cross-train across all front-of-house areas.

Monitor visual appeal and guest experience touchpoints.

Report on inventory, product performance, and guest engagement.

Promote teamwork, innovation, and continuous improvement.

Perform additional duties as needed.

Educations and Experience:

High school diploma or GED required.

At least two years of supervisory experience in a guest facing-based environment, visitor attraction or retail outlet.

The ability to maintain the highest level of service in high-pressure situations in a busy environment while dealing with guests in an efficient, professional manner.

Good people management and communication skills are essential to successfully manage the Admissions Team, coupled with the ability to motivate and be an inspirational role model.

Excellent sales skills are a must while paying great attention to detail and experience of using computerized till systems is also needed.

Ability to work on multiple projects simultaneously and multi-task as necessary.

Benefits

Health care options (medical, dental, and vision plans)

Paid Time Off (PTO)

Merlin Magic Pass for friends and family to enjoy the parks and attractions

Recognition programs and rewards

401(k) program with company match

Tuition reimbursement programs

Numerous learning and advancement opportunities

Pay Range

USD $17.00/Hr.

Submit a Referral (https://hourlycareers-na-merlinentertainments.icims.com/jobs/9537/guest-experience-supervisor/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834381883)

At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters!

Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.

Location (Country-State-City) US-MI-Auburn Hills

Job ID 2025-9537

Employment Type Full-Time

Offer/Contract Type At Will (US Only)

Location Name LEGOLAND Discovery Center Michigan

Job Locations US-MI-Auburn Hills