What you'll bring to the team
Qualifications & Experience
Job Title: Admissions Shift Lead
Operating Group: Gateway North America
Division: Admission
Reports to: Admissions Manager; Admissions Supervisor
Job Level: Non-Manager
Exemption Status: Non-Exempt
Job Summary:
The Admission Shift Lead is responsible for assisting the team as a part of the day-to-day Admissions operations of
the attraction. The Shift Leads' primary responsibilities include serving as the department's Supervisor on Duty and
assuming the role of assigned hosts positions, where necessary. The Shift Lead also has a day-to-day role in developing
our front-line team members to deliver world-class customer service.
Key Responsibilities:
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.
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 performance. Coach and/or escalate as needed.
When not duty managing, Shift Leads will support their respective department in areas such as training,
stocking, inventory controls, employee engagement, and scheduling.
The above list is not exclusive or exhaustive and may require undertaking such tasks as may reasonably be
expected within the scope and grading of the role.
Perform other duties as assigned.
Education and Experience:
High school diploma or GED. Minimum six months' 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; a typical qualifying background would include experience working in an office
environment involving public contact. Customer service and guest interaction experience and proficiency is required.
Experience and passion for entertaining children and families is required. The ability to train others effectively is
required. This position requires a fun, expert, outgoing approach to interacting with others and the ability to lead a
team to do the same, with an ability to provide service at the highest possible level. Excellent communication and
motivational skills are required.
Licenses and Certifications
Ability to obtain related licensures or certification as may be required to perform the essential function of the
position or as required by law.
Travel Requirements:
May occasionally require local travel.
Health & Safety:
Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with the Merlin Entertainments Group Health, Safety and Security Policy and the law. Must ensure they follow safe
working procedures for all work activities they undertake, and they 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.
Working Conditions:
Attendance is a mandatory function of this job.
Must be willing to work flexible hours, including morning, evenings, holidays, and weekends to support
site operations.
Physical Demands:
Ability to hear, listen, and to communicate with others.
Ability to sit and stand for long periods of time.
Ability to use basic computer tools.
Wear all necessary personal protective equipment to perform job functions.
Move throughout all areas of the attraction with or without reasonable accommodation.
Stand, sit, and/or walk continuously with or without a reasonable accommodation and perform job
function for the full shift with meal break.
Bend, stoop kneel, reach twist, lift, push, pull, climb, balance, and/or crouch to accomplish daily activities.
Grasp, turn and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye
coordination.
May be exposed to a loud work environment.
Environmental Factors
Depending on location, work may be performed inside or outside with varying temperatures and floor
surfaces.
Exposure to varying temperatures, extreme heat or cold and/or wet, damp, or drafty conditions.
Exposure to constant or intermittent sounds of a pitch level sufficient to cause marked distractions.
Exposure to shaking objects and equipment.
Exposure to varying light levels while transitioning in and out of the attraction at various times of the
workday.
Lifting Requirements
May be required to lift or carry items weighing up to 50 pounds with or without a reasonable
accommodation.
Additional Non - Technical Competencies:
Be adaptable - adapting approach and demeanor in real time to march the shifting demand of different situation.
Collaborate - Building partnerships and working collaboratively with others to meet shared objectives.
Communicate Effectively - Developing and delivery communications that convey a clear understanding of the
unique needs of different audiences.
Ensure Accountability - Holding self and other accountable to meet commitments.
Core Behaviors
Merlin people create joyful experiences that unite and inspire people from every walk of life. Our ambition is to be
the best place in the work to work and visit. We do this by working together with shared values and demonstrating
values-based competencies.
We Care We go above and beyond for our guests and our people - no gesture is too thoughtful. We
are uncompromising about safety, security, and welfare, setting the highest standards. We
work hard to have a positive impact, both on the planet and in our local communities.
Own Your Craft We constantly sharpen our skills and help others to grow in their roles. We listen closely
to others, learning from feedback. We take inspiration from our industry and world, to stay
at the forefront of entertainment.
Drive and
Discover
We give our best every day, owning our work and seeing it through until it's done brilliantly.
We focus on the things that make the biggest difference: do less but do it better. We explore
untapped opportunities to delight more guests in more ways, embracing calculated risks.
Go Together We work on our relationships daily, building teamwork and trust. We collaborate with
people from other teams and sites around the globe, to solve problems together and draw
on diverse perspectives. We commit to our decisions and move at speed to make progress
happen.
Enjoy the Ride We bring fun and optimism to our work - because happiness helps us be at our best. We
support each other through challenges and turn missteps into opportunities to learn. We
cultivate a warm, welcoming environment where people feel a strong sense of belonging.
Disclaimer Statement
I confirm that I have read, understand and am able to perform the essential job functions of the job with or
without reasonable accommodation
Benefits
?? Benefits of Joining Merlin Entertainments! ??
?? Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.
?? Outstanding Paid Time Off (PTO): Enjoy well-deserved breaks to recharge!
?? Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions. ??
?? Recognition Programs and Rewards: Celebrate your achievements and hard work!
?? 401(k) Program: Save for the future with company matching contributions.
?? Tuition Reimbursement Programs: Get support for further education and career growth.
?? Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!
Ready to be a part of the magic? Apply today and start your adventure with Merlin Entertainments! ???
Pay Range
USD $15.50/Hr.
Submit a Referral (https://hourlycareers-na-merlinentertainments.icims.com/jobs/10318/admissions-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-MI-Auburn Hills
Job ID 2025-10318
Employment Type Full-Time
Offer/Contract Type At Will (US Only)
Location Name LEGOLAND Discovery Center Michigan
Job Locations US-MI-Auburn Hills
