Guest Experience Team Leader

LEGOLAND Discovery Centre Birmingham

Are you passionate about delivering exceptional guest experiences and leading by example in a fast-paced visitor attraction environment? We're looking for a Guest Experience Team Leader to support the daily operation of our Admissions and Guest Experience teams, ensuring every guest enjoys a memorable and enjoyable visit while maintaining the highest standards of safety, service and operational excellence. Based on the attraction front line, you'll play a key role in coaching team members, driving performance and helping to create unforgettable experiences for families and guests every day.

As a Guest Experience Team Leader, you will support the Operations Manager in the day-to-day running of the Admissions and Guest Experience departments, helping to ensure the attraction operates safely, efficiently and to the highest standards. You will provide guidance and direction to team members, coordinate daily activities and help ensure resources are utilised effectively to meet operational demands.

You will lead from the front, delivering exceptional customer service and acting as a role model for the wider team. Whether welcoming guests, managing queues, operating attractions, supporting events or handling guest feedback, you will play an active role in creating a world-class visitor experience.

A key part of the role involves coaching, mentoring and developing team members. You will support training initiatives, provide guidance on customer service best practice and help build a positive, high-performing culture focused on guest satisfaction and continuous improvement.

You will assist with operational planning and daily coordination, including staffing deployment, break cover, opening and closing procedures, school group visits and special events. In the absence of the Operations Manager, you may act as the departmental point of contact and help resolve operational challenges.

Safety is at the heart of everything we do. You will help ensure compliance with health and safety procedures, support emergency response activities, carry out operational checks and champion safe working practices across the attraction.

You will also support commercial performance by promoting effective sales techniques, identifying revenue opportunities and helping the team achieve both guest experience and financial targets.