Guest Experience Lead

Madame Tussauds Orlando 🎬📸

Do you love delivering incredible guest experiences and bringing entertainment to life? Are you energized by a dynamic, interactive environment where no two days are the same? Join the team at Madame Tussauds Orlando and help create magical, memorable, world-class moments for our guests!

As a Guest Experience Lead, you’ll play a key role in supporting daily operations, inspiring team members, and ensuring every guest enjoys an unforgettable visit.

At Madame Tussauds Orlando, our mission is simple — create amazing experiences that guests remember forever. As a Guest Experience Lead, you’ll work alongside the operations management team to ensure the smooth running of the attraction while maintaining exceptional standards of guest service, show quality, and safety.

This is a highly interactive, floor-based leadership role perfect for someone who thrives in a fast-paced, guest-focused environment.

In this exciting role, you will:

• 😊 Deliver outstanding guest care aligned with Guest Obsession standards
• 👥 Support daily operations and help ensure all positions are effectively covered
• 🌟 Lead by example while motivating and developing team members
• 📣 Deliver engaging daily team briefings
• 💬 Maintain strong communication across the Operations Management Team
• 🛟 Uphold the highest standards of show, presentation, and safety
• 💡 Empower team members to confidently deliver service recovery
• 🎯 Highlight operational concerns to the Manager on Duty as needed
• 🏛 Cross-train and support all Front of House areas

• ✔ High school diploma or GED required (college degree preferred)
• ✔ At least 1 year of supervisory experience in a guest-facing environment
• ✔ Passion for guest experience, entertainment, and education
• ✔ Strong communication and motivational skills
• ✔ Fun, dynamic, and friendly personality
• ✔ Comfortable coaching and developing team members
• ✔ Self-motivated with the ability to work independently or as part of a team
• ✔ Comfortable working in a lively environment with varying noise levels

Most importantly, you love engaging with guests and creating memorable experiences! 🎉

• 🏥 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