Retail Team Lead - LEGOLAND Discovery Centre

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Join Our Team as a Retail Shift Lead at Merlin Entertainments!

Collective Goal: Ensure every guest we welcome enjoys a magical, memorable, world-class experience ✨, while every team member embodies our values (known as The Merlin Way) .

Scope of Job: As a Retail Shift Lead, you’ll assist in the day-to-day retail operations of our attraction . Your primary responsibility will be serving as the Manager-on-Duty, ensuring the efficient operation of our Admissions Department, Retail Shop, Café, and Attraction. You’ll play a vital role in developing our front-line staff to deliver world-class customer service every day!

✨ Essential Functions:

Manager on Duty:

• Oversee smooth operations across all departments, including Admissions, Food & Beverage, and Retail ️️.
• Delegate and monitor daily assignments for front-line staff, ensuring everyone shines ✨.
• Lead and motivate staff to be “guest obsessed” and deliver exemplary customer service .
• Uphold all health and safety policies, ensuring compliance across teams .
• Manage queues and guest flow in the busiest areas safely and efficiently ‍♂️‍♀️.
• Address guest issues and concerns by effectively communicating with relevant departments ️.

Coordinate Training:

• Organize Host training on ride safety, food safety, profit protection, and retail standards .
• Empower team members to deliver outstanding customer service, including guest recovery when needed .
• Evaluate workforce performance, providing coaching or escalation as needed .

Support Retail:

• When not duty managing, assist with training, stocking, inventory controls, employee engagement, and scheduling ️.
• Other duties as assigned.

Health & Safety: Employees are responsible for their safety, their colleagues', and guests' well-being . Follow safe working procedures and report any incidents to your line manager for investigation.

Education and Experience:

• High school diploma or GED preferred .
• Required: Customer service experience and proficiency in guest interactions .
• Experience and passion for entertaining children and families .
• Ability to train others effectively and lead a team with a fun, outgoing approach .
• Excellent communication and motivational skills are a must .
• Must thrive in a fast-paced, multi-tasking environment and be willing to work weekends, evenings, and holidays as needed ⏰.

Work Environment:

Work may be performed indoors or outdoors with varying temperatures and floor surfaces ☀️❄️.