Job description

Guest Experience Shift Lead/Manager on Duty
LEGO Discovery Center Boston, 598 Assembly Row
Somerville, Massachusetts, 2145
United States
LEGO® Discovery Center Boston- Guest Experience Shift Lead
Opening in spring 2023 following a $12 million renovation, LEGO® Discovery Center Boston will give families in Boston and across the northeast the opportunity to experience highly interactive indoor LEGO® play experiences including a ride, 4D theatre, LEGO® Space digital experience, DUPLO® Park, Hero Zone, and Creative Club among other immersive experiences.
We are looking for enthusiastic Guest Experience Shift Leads to help us lead our teams in creating magical memories for our guests in Boston’s ultimate indoor LEGO experience!
About the Role
Our Guest Experience Shift Leads are the heart of our operation at LEGO Discovery Center Boston. Our Shift Leads’ primary responsibility is serving as the Manager-on-Duty for the entire attraction, ensuring efficient operation of our Admissions Department, Retail Shop, Café and Attraction. As the title suggests, our Guest Experience Shift Leads also play a vital role in developing our front-line staff to deliver world class customer service every day. They do this with a smile and they know how to have fun! Compensation for this role is $18.50/hour.
Serve as Manager on Duty for the Attraction, includes but not limited to:

• Oversee the smooth operation of all departments including Admissions, Attraction, Food and Beverage, and Retail
• Delegate and monitor daily assignments for front line staff.
• Lead and motivate staff to be “guest obsessed” and provide exemplary customer service.
• Uphold all health and safety policies and procedures and ensure all teams are compliant.
• Manage queues and guest flow within the busiest areas of the attraction in the safest and most optimal way.
• Efficiently respond to guest issues and concerns throughout the day by communicating amongst relevant departments.

Coordinate Training of front-line Hosts

• __ Initiate and organize all Host training in areas such as ride safety, food safety, profit protection, and retail standards. Maintain adequate records.
• Ensure that team members are empowered to deliver outstanding customer service including guest recovery as needed.
• Evaluate workforce performances. Coach and/or escalate as needed.

Support Assigned Department as Needed

• Each Guest Experience Shift Lead will report into a specific department: Admissions, Retail, Food & Beverage, or Attractions.

• When not duty managing, Shift Leads will support their respective department in areas such as training, stocking, inventory controls, employee engagement, and scheduling.

About You

• *We are looking for candidates with experience from a variety of backgrounds:

• Hospitality industry-Attractions, Hotels, Museums, etc.
• Retail
• Food & Beverage

• Child Development

Candidates will have:*
*

• A contagious, positive, can-do attitude!

• High School Diploma or GED equivalent

• At least 1+ years of experience leading and positively influencing teams within an innovative and fast paced environment.

• A guest-first mindset with excellent verbal and written communication skills.

• Flexibility and adaptability, especially in creating and/or implementing new operational procedures.

• The ability to prioritize and multitask under pressure.

• Open availability, especially during our industry’s peak business days on weekends, holidays, and school breaks.

*
About the Perks**
A job at Merlin Entertainments means access to incredible benefits:
*

• Healthcare benefits including medical, dental, vision, and more.

• 401(k) retirement account with corporate match.

• Annual paid time off benefits.

• 30% off LEGO products and Merlin retail stores including other retail discounts.

• Complimentary tickets to all Merlin attractions worldwide including for friends and family.

• Tuition reimbursement program.

• Career progression and skills development with job opportunities across the country and globally.

About Us*
Merlin Entertainments is the company behind iconic brands like LEGOLAND theme parks, Madame Tussauds wax museums, SEA LIFE Aquariums, and LEGO Discovery Centers. We operate over 140 attractions across 24 countries, delivering memorable experiences to 67 million visitors a year. Our company and its people are defined by the 7 values that make up “The Merlin Way”: We love what we do, We care, We are innovative and fast moving, We do what we say, We make every dollar count, We take ownership, and we do it all For the love of fun.
*Everyone Matters at Merlin.*
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.
*We want to ensure that everyone has the opportunity to perform their best at interview, so if you have any additional requirements due to ill health or a disability, please contact our friendly team to have a discussion. You can get in contact at NAPeopleHUB@merlinentertainments.biz.*
*

Job Type: Full-time

Pay: $18.50 per hour

Work Location: In person

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