Shift Lead-Retail

September 2023

Job Title: Retail Lead

Division: Midway North America

Grade: F

Classification: Non-Exempt

Department: Retail

Reporting to: Retail Manager

Direct Reports: Please refer to site specific org chart

Collective Goal: Ensure that every guest we welcome enjoys a magical, memorable, world-class guest experience and that every member of our team embraces and exhibits our company values (known collectively as The Merlin Way).

Scope of job: The Retail Shift Lead is responsible for assisting the team as a part of the day-to-day Retail operations of the attraction. The 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. Shift Leads also play a vital role in developing our front-line staff to deliver world class customer service every day.

Essential Functions

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.
  
  

LOVE YOUR WORK.

Work your magic.

Created: September 2023

Support Retail

• When not duty managing, Shift Leads will support their respective department in areas such as training,
  
  

stocking, inventory controls, employee engagement, and scheduling.

• Other duties as assigned.
  
  

Health & Safety

Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line

with the Group Policy (HS001) and the law. Must ensure they follow safe working procedures for all work

activities they undertake and 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.

Qualifications & Experience

Education and Experience:

High school diploma or general education degree (GED) is preferred. Customer service and guest interaction

experience and proficiency is required. Experience and passion for entertaining children and families is required.

Ability to train others effectively required. This position requires a fun, expert, outgoing approach in interacting

with others and the ability to lead a team to do the same, with an ability to provide service on the highest possible

level. Excellent communication and motivational skills are required. Must be able to work in a fast paced, multi-task

environment. Able and willing to work occasionally on weekends, evenings, and holidays, as needed.

Work Environment

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

Benefits

Perks of Joining Merlin:

A job at Merlin Entertainments comes with incredible benefits, including:

• 30% off LEGO products and Merlin retail stores
• Healthcare benefits (medical, dental, vision, and more)
• Annual paid time off benefits
• Complimentary tickets to all Merlin attractions worldwide
• 401(k) retirement account with corporate match
• Tuition reimbursement program
• Career progression and skills development with job opportunities globally
  
  

Everyone Matters At Merlin

We're committed to creating an inclusive and diverse workplace where everyone, regardless of age, race, gender, disability, or sexual orientation, feels valued. Together, we strive to be the most inclusive and flexible employer in our industry.