Guest Experience Supervisor

Guest Experience Supervisor

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.

Key Responsibilities:

• Ensure excellent Guest Care, working to Guest Obsession standards as set by Merlin.
• Leads the team by example and is very attraction-floor based.
• Working alongside operations management, providing mutual assistance in ensuring all positions are covered.
• Motivating and developing team members to fulfil their potential.
• Working closely on creating incentives with the operations management team.
• Ensure communication within the Team is always flowing freely.
• Ensure the highest possible standards of Guest Service, presentation, technical operation, and Safety in the attraction.
• Ensure team members are motivated, engaged and trained properly including schedule management, coaching, etc.
• Deliver daily team briefings to ensure all members are fully aware of all activity within the Department and the Company.
• Ensuring errors are kept to a minimum and investigating any discrepancies.
• Implement service recovery to encourage & empower Team to do so, to ensure Guests will enjoy their visit.
• Adopt an enthusiastic, assertive, and passionate approach to customer care.
• Is keen to see all Team 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.
• Be a leader in Guest Obsession initiatives.
• Takes an active role in supporting and assist leading all Customer Service strategies.
• Ensure the highest possible standards of guest service and presentation.
• Work closely with the Leadership Team to develop a staff incentive scheme to increase individual motivation, KPI scores and promote teamwork.
• Trained to cover all aspects of the Guest Experience operations, while being knowledgeable in all other areas of the business.
• Motivate and give feedback to all front-line team members on their standards of Guest Service and to maximize sales opportunities to ensure budgets are achieved.
• Act as a mentor and coaches on areas for development.
• Assisting with the management of team, setting objectives, introductory reviews, appraisals, and training.
• Reporting of inventory levels, product scores & dwell time for the Guest Experience Department
• Working closely with the Leadership Team to promote teamwork and exceed secondary spend targets across the business.
• Leads by example and is the role model for all customer-facing teams to follow.
• Actively encourage and support new and innovative ideas from all team members on how to improve the business.
• Manage the training strategy in place for all incoming and existing team members.
• Monitor the effective visual appeal of guest facing areas and 'experience' points throughout attraction evaluating effectiveness and recommending improvements.
• 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: 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.

Travel Requirements:

May occasionally require local or domestic travel.

Health & Safety:

Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with the Merlin Entertainments Group Health, Safety and Security Policy and the law. Must ensure they follow safe working procedures for all work activities they undertake, and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, must ensure they are reported to their line manager and cooperate with any investigation as appropriate in accordance with applicable laws.

Managers/supervisors are responsible for all aspects of Health, Safety & Security within their team, in line with the Merlin Entertainments Group Health, Safety and Security Policy. They must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees in their teams are aware of the Group Health, Safety and Security Policy and their obligations under it. They must ensure that safe working practices are monitored, and that risk assessments and procedures are reviewed regularly. Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.

Working Conditions:

Attendance is a mandatory function of this job.

To support site operations, must be willing to work flexible hours, including morning, evenings, holidays, and weekends.

Physical Demands:

Ability to hear, listen, and to communicate with others.

Ability to sit and stand for long periods of time.

Ability to use basic computer tools.

Wear all necessary personal protective equipment to perform job functions.

Move throughout all areas of the attraction with or without reasonable accommodation.

Stand, sit, and/or walk continuously with or without a reasonable accommodation and perform job function for the full shift with meal break.

Bend, stoop kneel, reach twist, lift, push, pull, climb, balance, and/or crouch to accomplish daily activities.

Grasp, turn and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.

May be exposed to a loud work environment.

Environmental Factors:

Depending on location, work may be performed inside or outside with varying temperatures and floor surfaces.

Exposure to varying temperatures, extreme heat or cold and/or wet, damp, or drafty conditions.

Exposure to constant or intermittent sounds of a pitch level sufficient to cause marked distractions.

Exposure to shaking objects and equipment.

Exposure to varying light levels while transitioning in and out of the attraction at various times of the workday.

Lifting Requirements

May be required to lift or carry items weighing up to 70 pounds with or without a reasonable accommodation.

Additional Non Technical Competencies:

Be adaptable adapting approach and demeanor in real time to match the shifting demand of different situation. Collaborate Building partnerships and working collaboratively with others to meet shared objectives. Communicate Effectively Developing and delivery communications that convey a clear understanding of the unique needs of different audiences. Ensure Accountability Holding self and other accountable to meet commitments.

Core Behaviors

Merlin people create joyful experiences that unite and inspire people from every walk of life. Our ambition is to be the best place in the world to work and visit. We do this by working together with shared values and demonstrating values-based competencies. We Care We go above and beyond for our guests and our people no gesture is too thoughtful. We are uncompromising about safety, security, and welfare, setting the highest standards. We work hard to have a positive impact, both on the planet and in our local communities. Own Your Craft We constantly sharpen our skills and help others to grow in their roles. We listen closely to others, learning from feedback. We take inspiration from our industry and world, to stay at the forefront of entertainment. Drive and Discover Go Together Enjoy the Ride We give our best every day, owning our work and seeing it through until it's done brilliantly. We focus on the things that make the biggest difference: do less but do it better. We explore untapped opportunities to delight more guests in more ways, embracing calculated risks. We work on our relationships daily, building teamwork and trust. We collaborate with people from other teams and sites around the globe, to solve problems together and draw on diverse perspectives