Merlin Entertainments Guest Service Team Lead - Attractions in Carlsbad, California

Guest Service Team Lead - Attractions

Description Job Role:

Guest Service Leads in the Attractions Department are the direct leaders of front-line Attractions staff and are responsible for the daily operation of their designated section of the park. This includes, but is not limited to, ensuring proper ride staffing levels, scheduling rest and meal periods and ensuring their timely completion, maintaining proper cleanliness levels at the attractions, completing MC performance audits to uphold safety, service, wardrobe and efficiency standards, and monitoring ride vehicle usage and ride efficiency to maintain high capacity levels. This position requires high visibility in the Park in order to remain accessible to the team to support and mentor them on the job, as well as resolve any operational issues and be a resource for Guests. Guest Service Team Leads work closely with the Departmental Supervisor to uphold the Guest Service Core, support department and park initiatives, and ultimately move the business forward.

Scope and Responsibilities:

  • Leads by example to ensure MCs meet or exceed the Guest Service Core standards. Performs necessary follow-up for MCs who are not demonstrating the Guest Service Core.

  • Ensures that Department Standards (safety, service, cleanliness, efficiency, wardrobe, etc.) are maintained through MC monitoring, auditing, training and recertification.

  • Trained and certified to operate all attractions in their designated section of the Park. Enforces safety procedures and standards in the Attractions Standard Operating Procedures manuals (SOPs).

  • Audits, recognizes and coaches MCs as needed to ensure Purpose and Role are fulfilled consistently.

  • Oversees daily operation of specified section of the Park. Prepares rides and attractions for opening by competing Maintenance to Operations hand-over process, ensuring proper cleanliness and staffing levels, overseeing completion of opening safety checklists, and completing prompt review and sign-off of opening safety checklists.

  • Utilizes the Jolt online system to effectively complete all training records in compliance with department policies.

  • Ensures that each DOSH regulated attraction is audited a minimum of once per operating day.

  • Maintains high visibility in the Park and is prepared with all Service Recovery tools, such as Fix-It Tickets, Ride Exit Passes, and Assisted Access Passes.

  • Regularly checks and updates ride wait times utilizing the Zoho application.

  • Carries a pan and broom while walking the park to assist with upholding cleanliness standards.

  • Monitors Park attendance and adjusts staffing levels to meet ride capacity needs.

  • Responsible for daily scheduling and organizing breaks and meal periods.

  • Under the direction of Supervisory staff, may be responsible for: performance management, writing and issuing performance reviews and corrective actions, holding MC development meetings, and observing and providing feedback on policy compliance.

  • Maintains MC recognition programs such as the Service Excellence Card program and MC of the Month program.

  • Supports the Supervisor and assists in the communication of all relevant department and company information and initiatives.

  • Communicates any operational, Guest, Maintenance, safety or staffing problems to their Supervisor as appropriate.

  • Maintains active communication with other Attractions Leads to ensure proper operation and completion of job duties. Background and Experience:

  • Prior experience in a Theme Park setting is preferred. Experience in a trainer position or higher is a plus.

  • Must have full or flexible availability and be willing to work evenings, weekends and holidays to support park operations.

  • Must possess demonstrated leadership abilities.

  • Must be self-motivated with demonstrable initiative and problem solving skills.

  • Strong attention to detail and ability to closely review and correct errors on safety related documents on a daily basis is required.

  • Must be dedicated to providing outstanding service, embodying the Guest Service Core, and motivating others to do so.

  • Ability to work effectively and make sound decisions in a fast-paced environment is required. Education:

Minimum high school diploma. Basic computer skills with a general understanding of MS Office.

Work Environment:

Various Indoor and Outdoor locations with varying temperatures and floor surfaces.

Exposed to all aspects of weather including wet and/or humid conditions.

Physical Requirements:

Sitting - Occasionally (1 - 33%)

Standing - Frequently (34 - 66%)

Walking - Constantly (67 - 100%)

Lifts & Carries - 35 - 50 pounds, Frequency - Occasionally (1 - 33%)

Lifts Overhead - 25 - 34 pounds, Frequency - Occasionally (1 - 33%)

Twisting - Occasionally (1 - 33%)

Bending - Constantly (67 - 100%)

Pulling - 35 - 50 pounds, Frequency - Frequently (34 - 66%)

Wrist Deviation (Side to Side) - Frequently (34 - 66%)

Hand/Wrist Repetitions (Up and Down) - Frequently (34 - 66%)

Reaching - Frequently (34 - 66%)

Grasping - Simple: < 50 pounds

Manual Dexterity/Strength - Gross motor, moderate - heavy strength

Manual Dexterity/Strength - Fine motor, moderate - heavy strength

Pushing - 35 - 50 pounds, Frequency - Occasionally (1 - 33%)

Visual Requirements:

Minimal color discrimination

Other: Depth perception, distance vision, ability to focus

Hearing Requirements:

Hearing Requirements - Special requirements, able to consistently fulfill communication needs (alarms, phone ringing, conversation, clear acuity within 100 feet)

Working Conditions:

Temperature - Between 16 and 95 degrees

Crawl Space/Cramped Postion - Exposed < 1 hour per day

Personal Protective Equipment (e.g. Respiratory Mask, etc.) - Occasionally (1 - 33%)

Driving - Occasionally (1 - 33%)

Noise (Loud/Repetitive, < 85 Decibels per OSHA Standard) - Occasionally (1 - 33%)

The duties & physical requirements listed above are intended only as illustrations of the various types of work

that may be performed. The omission of specific statements of duties & physical requirements does not

exclude them from the position if the work is similar, related or a logical assignment to the position.

Job: Management

Work Locations: LEGOLAND California Resort One LEGOLAND Drive Carlsbad Ca 92008

Closing Date (Period for Applying) - External: Ongoing