Guest Experience Supervisor

We are seeking a dynamic and passionate individual to join us as a Guest Experience Supervisor, the guardian of unforgettable experiences for our guests. If you have boundless energy, a love for hospitality, and a natural talent for leading enthusiastic teams, then this is your chance to shine!

Key Responsibilities:

• Oversee Guest Services, maintaining exceptional knowledge of park policy and processes in order to meet guest needs, troubleshoot issues, and resolve any complaints.
• Working closely with the operations management team to create, implement, drive, maintain, and exceed KPI experience targets for the operations department.
• Assumes the position of Park Duty Manager and site controller, ensuring the highest possible standards of guest service, presentation, technical operation, and safety in all operation areas of the Attraction.
• Provide guidance and relevant information for guests with disabilities.
• Perform opening and closing routines for the department as defined by the Standard Operating Procedures
• Ensure cleanliness in Guest Services/Membership Services area.
• Work closely with each department, always following safety protocol, and reuniting lost children as needed.
• Strong problem-solving skills and ability to remain calm under pressure.
• Sort, log, and return any lost property.
• Understand the correlation between Guest Experience and achieving Volume, Revenue, and EBITDA targets.
• Assist in delivering ride training ensuring the highest possible standards of guest service, presentation, technical operation, and safety in all operational areas of the attraction.
• Understand risk assessments within attraction and ensure reporting of any new risks to the appropriate line manager.
• Trained to cover all commercial and guest experience operations, serving as a duty manager.
• Handle administrative duties including payroll, recognition platforms, schedules, recordkeeping, performance tracking documents, and personnel files.
• Support special events as assigned including but not limited to character offsite requests, partnership events, and internal park events.
• Action out operational team responsibilities throughout to maintain a collaborative partnership with the entertainment team and work toward a seamless transition into daily operations.
• The above list is not exclusive or exhaustive and may require undertaking such tasks as may reasonably be expected within the scope and grading of the role.
• Perform other duties as assigned.

Education and Experience:

• Two years of experience as a supervisor, preferably in operations of either a visitor attraction, theme park, museum, leisure, hotel, or theatre environment.
• Experience in dealing with guests in difficult situations and maintaining the highest level of service in high-pressure situations.
• Experience in a training position preferred.
• Knowledge of Microsoft Excel, Outlook, and Word.
• Excellent communication and motivational skills.
• Proven ability to work on multiple projects simultaneously.

• 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