Guest Experience Manager job with Legoland Discovery Centre in Somerville, MA, USA | Leisure Opportunities
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Careers with Merlin Entertainments Plc
About Merlin Entertainments Plc
Merlin Entertainments is a business built on fun. We're Europe's Number 1 and the world's second-largest visitor attraction operator. As you can imagine, running our business calls for a lot of different talents. We love what we do and if you're as serious about fun as we are, rest assured an exciting career awaits.
Careers with Legoland Discovery Centre
Guest Experience Manager
Somerville, MA, USA
Somerville, MA, USA
Middlesex County
United Kingdom
Competitive Salary
Full time
21 Nov 2019
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LEGOLAND Discovery Center Boston, 598 Assembly Row
Somerville, Massachusetts, 2145
United States

Build yourself a more exciting future at LEGOLAND Discovery Center Boston!

Do you have the Magic in you to create memorable experiences all for the love of fun? Do you wish to cast a spell of laughter and enjoyment to the people around you? Want to join a team that creates smiles and memories globally on a daily basis? Then you have the magic to be Team Merlin at LEGOLAND Discovery Center Boston!

We offer flexible opportunities, in a totally unique environment.

About The Role

The Guest Experience Manager will be the voice of the visitor through all aspects of the operation of LEGOLAND Discovery Center Boston. The Guest Experience Manager will primarily be focused on the Guest Experience, all the key visitor interaction points and be the person responsible for recovering and turning round any unsatisfied visitors. The Guest Experience Manager will develop their direct reports to maximize their potential in line with succession planning. The Guest Experience Manager will also take the lead in driving excellence in the visitor experience and oversee all guest interactions while ensuring our Mystery Visit and Daily KPI’s targets are met consistently. Act as attraction Duty Management on regular basis including evenings and weekends.


• Assumes position of duty manager in rotation with Operations Team, ensuring the highest possible standards of guest service, education presentation, technical operation and safety in all operation areas of the Attraction.
• Monitor standards of service and response to our overall product, through observations and ‘On the Day’ guest comments and recommend short and long term changes through regular feedback, daily reports and proposals.
• Communicate effectively with all team members on new procedures, policies and information.
• Assist with the recruitment of the highest quality of Team Members.
• Ensure appropriate feedback to all – General Manager, Human Resources, Marketing, etc. to enable a quick response to Customer Service issues.
• Work closely with Marketing to poses an up to date knowledge of new exhibits and attractions. Provide input regarding future alterations and how these can influence the experience and operational flow of visitors.
• Monitor the effective visual appeal of all commercial and ‘experience’ points throughout attraction evaluating effectiveness and recommending improvements.
• Ensure all team members have a Guest Obsessed focus.
• Clearly communicate new initiatives and strategies to ensure effective implementation to Team Members.
• Facilitate and support the delivery of the team briefings.
• Work as the site champion for employee engagement.
• Coaches and motivates staff throughout the attraction to maximize sales opportunities and ensure secondary spend targets are achieved. Demonstrates strong sales approach, leading by example, throughout the attraction maximizing ticket, Events, F&B and Events spends.
• Monitor guests’ complaints/comments and respond with the necessary actions.
• Communicate and manage the KPI Experience and Mystery Shop Results to the team.
• Responsibility to ensure compliance of Health, Safety & Security within the workplace and in line with the Group Policy (HS001).

About You

• Experience in a customer service role.
• Fun, dynamic, and friendly personality.
• Cash handling experience.
• Excellent communication, listening, and motivational skills.
• Able to work in areas with loud noises and confined spaces.
• Proven ability to work on multiple projects simultaneously and multi-task as necessary.
• Self-motivated, able to work independently or as part of a team.
• Must be flexible and able to work a variety of shifts, including days, nights, weekends, holidays and special events.

Preferred Qualifications:

• Experience of 1-2 years as a Supervisor preferably Operations experience in either a visitor attraction, theme park, museum, leisure, hotel or theatre environment.
• Experience in working with guests in high-pressure situations and maintaining the highest level of customer service.
• Knowledge of Microsoft Excel, Outlook and Word.

About The Benefits

• Perhaps the biggest benefits of joining us are the outstanding opportunities for career development within our exciting, global organization.
• Competitive Benefits package including Medical, Dental, Short Term Disability, Long Term Disability and more.
• 30% discount in the retail store
• Merlin Magic Pass which give you free admission to Merlin attractions worldwide
• Competitive 401K
• Discounts through the Merlin Marketplace Website – on almost anything you buy online
• Discounts through Plum Benefits – on tons of ticketed events
• 30% discount at and Skechers stores
• FUN working environment and much more!

About Us

LEGOLAND Discovery Center is just like jumping into a giant box of LEGO® bricks with an abundance of all things LEGO-tastic! With two exciting LEGO rides, MINILAND featuring the iconic landmarks of the USA, a 4D cinema complete with three films, themed LEGO play and building zones, there are simply more LEGO bricks under one roof than you could ever imagine.

Merlin Entertainments, plc is a business built on fun. We are the world's second-largest visitor attraction operator. We operate over 100 attractions, eight hotels and three holiday villages in 22 countries across four continents and we run some of the best known names in global leisure. These include the likes of SEA LIFE, Madame Tussauds, the Dungeons, the Eye brand, and LEGOLAND. Whether you are serving delicious food, working in the office, maintaining the attractions, entertaining guest or operating rides, the objective is to provide a truly memorable experience and a great day out for all members of the family.
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