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About the Role

Supporting the Retail Manager, you'll lead a team of Retail Hosts to deliver unforgettable guest experiences whilst driving commercial performance across our retail and bar operations. You'll be passionate about creating a welcoming, engaging environment where every guest interaction counts, whilst ensuring our retail spaces are always well presented, fully stocked and ready for action. You'll coach, motivate and develop your team to deliver exceptional customer service, confidently drive sales and achieve performance targets. Leading by example, you'll create a positive, guest obsessed culture whilst ensuring operational standards, cash handling procedures and health and safety requirements are consistently met.

Responsibilities

Lead a team of Retail Hosts to deliver unforgettable guest experiences.
Drive commercial performance across retail and bar operations.
Create a welcoming and engaging environment.
Ensure retail spaces are well presented, fully stocked, and ready for action.
Coach, motivate, and develop the team to deliver exceptional customer service.
Drive sales and achieve performance targets.
Ensure operational standards, cash handling procedures, and health and safety requirements are met.

Requirements

Previous experience supervising or leading a team in a fast-paced retail, hospitality, or guest-facing environment.
A passion for delivering exceptional guest experiences and coaching others.
Experience working towards sales targets and commercial metrics.
Confidence in driving sales through product knowledge and upselling.
Strong communication, organisation, and problem-solving skills.
Experience with cash handling and retail procedures.
The ability to motivate, develop, and inspire a high-performing team.
Full availability, including weekends, bank holidays, and during peak seasons.

Skills

Guest experience delivery
Team leadership
Commercial performance driving
Sales
Product knowledge
Upselling
Communication
Organisation
Problem-solving
Cash handling
Retail procedures
Team motivation
Team development
Team inspiration

Location

London

Work Type

Permanent
Full-time

Experience Level

Supervisor
Team Lead

Salary/Compensations

GBP £14.53/Hr.

Benefits

40% discount off LEGO® sets and products on the online LEGO Store
Merlin Magic Pass: Free tickets for you, your family and friends to all Merlin Attractions worldwide
25% discount in Merlin retail shops and restaurants
Staff discount codes for Merlin Annual Passes
Employee assistance programme
Access to Perks at Work (30,000+ national & local employee discounts)

About the Company

Shrek’s Adventure! London
The London Dungeon
Merlin Entertainments