**What you'll bring to the team** As a **Guest Experience Shift Lead** , you’re not just overseeing operations—you’re creating unforgettable moments! Whether leading your team on the floor, jumping in to assist with host positions, or serving as Supervisor on Duty, you’ll bring energy, enthusiasm, and top-tier service to every guest interaction. This role is all about keeping the experience seamless, the fun flowing, and the team inspired to deliver world-class service every single day! **Qualifications & Experience** **Key Responsibilities:** + Delegate and oversee daily assignments, ensuring a smooth operation. + Keep the team energized and focused on delivering world-class service. + Uphold and enforce all health and safety policies. + Manage queues and high-traffic areas to enhance the guest experience. + Quickly respond to guest concerns, collaborating across departments for solutions. + Organize and lead host training programs to build a strong, guest-obsessed team. + Ensure staff are confident in providing top-tier customer service, including guest recovery. + Monitor performance, provide feedback, and support growth. + When not serving as Supervisor on Duty, assist with training, audits, employee engagement, and special project. If you're passionate about creating memorable moments, leading a dynamic team, and making every guest feel special—this is the role for you! **Education and Experience:** + High School diploma or GED. + Customer service experience is preferred. + Minimum six months to 1 year experience working in attractions, entertainment, or other service industry roles preferred. + Any combination of training and/or experience which demonstrates ability to perform the duties as described. **Benefits** + Health care options (medical, dental, and vision plans) + Paid Time Off (PTO) + Merlin Magic Pass for friends and family to enjoy the parks and attractions + Recognition programs and rewards + 401(k) program with company match + Tuition reimbursement programs + Numerous learning and advancement opportunities **Pay Range** USD $19.20/Hr. Submit a Referral (https://hourlycareers-na-merlinentertainments.icims.com/jobs/8726/guest-experience-shift-lead/job?mode=apply&apply=yes&in\_iframe=1&hashed=-1834381883) At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters! Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry. **Location (Country-State-City)** _US-MA-Somerville_ **Job ID** _2025-8726_ **Employment Type** _Full-Time_ **Offer/Contract Type** _At Will (US Only)_ **Location Name** _LEGO Discovery Center Boston_ **_Job Locations_** _US-MA-Somerville_