Guest Experience Supervisor

Company: Merlin Entertainments - Corporate
Location: Bloomington
Posted on: May 20, 2025

Job Description:

What you'll bring to the teamJob Title: Guest Experience SupervisorDivision: Gateway North AmericaDepartment: OperationsReports to: Guest or Operations ManagerJob Level: Non-ManagerExemption Status: Non-ExemptJob SummaryThe Guest Experience Supervisor provides front-line leadership for the Guest Experience Team, ensuring exceptional service, operational efficiency, and the health and safety of guests and staff. This role is hands-on, supporting day-to-day attraction operations and acting as Duty Manager during scheduled shifts.Qualifications & ExperienceKey Responsibilities

• Lead by example on the attraction floor, driving Guest Obsession standards and ensuring safe operating procedures are followed.
• Deliver exceptional guest service while maintaining operational flow and team morale.
• Support daily staffing, scheduling, and training; coach and mentor team members.
• Facilitate daily briefings and maintain effective communication across departments.
• Monitor guest areas for service quality, cleanliness, and overall experience; implement service recovery strategies when needed.
• Support the creation and execution of team incentives and service improvement strategies.
• Assist with team performance management, appraisals, and development.
• Track inventory, report on KPIs, and promote initiatives to enhance guest satisfaction and secondary spend.
• Collaborate with management to implement new ideas and continuously improve guest experience.
• Ensure compliance with all safety, security, and operational policies.Qualifications & Experience
  • High school diploma or GED required.
  • Minimum 2 years of supervisory experience in a guest-facing, high-volume environment (e.g., retail, attractions, or hospitality).
  • Strong leadership, communication, and sales skills.
  • Proficient in POS systems and multi-tasking in dynamic settings.
  • Experience in training, coaching, and performance management preferred.Physical & Working Conditions
    • Must be able to work flexible hours, including weekends and holidays.
    • Requires prolonged periods of standing, walking, bending, and lifting (up to 70 lbs with or without accommodation).
    • Exposure to varying noise levels, temperatures, and lighting conditions throughout the attraction.Core Competencies
      • Guest-Focused Leadership: Inspires the team to deliver outstanding experiences.
      • Accountability: Owns outcomes and ensures commitments are met.
      • Collaboration: Builds trust and fosters teamwork.
      • Adaptability: Stays effective under changing demands.
      • Communication: Clearly conveys expectations and motivates others.BenefitsBenefits of Joining Merlin Entertainments! Excellent Health Care Options: Comprehensive medical, dental, and vision coverage. Outstanding Paid Time Off (PTO): Enjoy well-deserved breaks to recharge! Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions. Recognition Programs and Rewards: Celebrate your achievements and hard work! 401(k) Program: Save for the future with company matching contributions. Tuition Reimbursement Programs: Get support for further education and career growth. Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!Ready to be a part of the magic? Apply today and start your adventure with Merlin Entertainments! Pay RangeFrom USD $21.00/Hr.
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Keywords: Merlin Entertainments - Corporate, Kokomo , Guest Experience Supervisor, Other , Bloomington, Indiana