🌟 Purpose of the Role

As the General Manager, you are the driving force behind your attraction’s success — ensuring world-class guest experiences, sustainable business growth, and a thriving team culture. You own the attraction’s strategic direction, profitability, and guest satisfaction, while leading by example through The Merlin Way values:
We Care • Own Your Craft • Drive & Discover • Go Together • Enjoy the Ride

🎯 Key Accountabilities

1. Leadership & Culture

• Champion a “Guest First” culture — ensuring every experience is memorable.

• Role model The Merlin Way values through your leadership presence and actions.

• Build high-performing, motivated, and inclusive teams with strong engagement.

• Lead with empathy, agility, and a growth mindset — inspiring others to do the same.

• Implement HR, DEI&A, wellbeing, and CSR initiatives to support an engaged workforce.

2. Business & Financial Performance

• Deliver EBITDA growth, 5-year plans, and cost-control strategies.

• Manage full P&L responsibility, ensuring sustainable growth and profitability.

• Optimize RPC (Revenue per Capita) and yield across all Merlin channels.

• Drive volume strategy and market share, maintaining a competitive advantage.

• Oversee capital projects — delivered on time, on budget, and aligned with ROI goals.

• Identify and activate new revenue opportunities and strategic partnerships.

3. Marketing & Commercial Strategy

• Collaborate with Marketing to ensure robust, data-led attraction campaigns.

• Understand guest insights to segment and target key markets.

• Safeguard the brand across all PR, social, and marketing channels.

• Utilize analytics and market intelligence to guide decision-making and innovation.

4. Guest Experience & Operations

• Drive operational excellence ensuring safe, efficient, and engaging attraction performance.

• Be a visible presence on-site — role modeling guest-facing behaviors.

• Deliver exceptional guest satisfaction through continuous improvement.

• Maintain a low-risk, high-safety environment through compliance and training.

• Oversee staffing levels to match demand and uphold service standards.

5. Health, Safety & Security

• Champion Health, Safety, and Security (HSS) as a core operational priority.

• Ensure all risk assessments, business continuity, and crisis plans are active and updated.

• Investigate and resolve incidents promptly, driving accountability and learning.

• Promote a culture of openness, awareness, and proactive safety.

6. Collaboration & Influence

• Build strong partnerships with local businesses, non-profit organizations, and authorities.

• Work collaboratively across Merlin’s matrix structure, sharing best practices and aligning with group strategy.

• Cascade clear communication and ensure team alignment across all departments.

• Represent Merlin externally as a brand ambassador and community leader.

🧩 Key Skills & Attributes

🎓 Experience & Education

• Bachelor’s degree in Business, Management, Marketing, or related field (preferred).

• Minimum 3 years at Manager level within a high-volume attraction or hospitality business.

• Proven success in P&L ownership and delivering EBITDA targets.

• Experience working with family and children-focused environments desirable.

• Demonstrated track record of driving engagement, innovation, and results.

🚦 Working Expectations

• Flexible schedule including weekends, evenings, and holidays.

• Occasional domestic or international travel required.

• Must maintain a valid driver’s license and any applicable certifications.

• Physically able to move through the attraction environment and perform essential functions.

🛡️ Health & Safety Responsibilities

• Ensure the safety and wellbeing of guests and employees at all times.

• Comply with Merlin’s Health, Safety & Security Policy and all legal standards.

• Lead your team in risk management, safe systems of work, and safety culture awareness.

💫 The Merlin Way in Action

🧠 Success Measures

• Attraction achieves or exceeds EBITDA targets.

• Guest satisfaction scores and NPS are at or above target.

• Employee engagement meets or exceeds company benchmark.

• Health, safety, and compliance standards consistently maintained.

• Attraction reputation strengthened through brand advocacy and community impact.

Your Adventure Awaits! 🌟🌍

At Merlin Entertainments North America, we believe in not just rewarding your work but enhancing your journey with an exhilarating array of benefits that go beyond the ordinary. Get ready for a ride of a lifetime as we unveil the extraordinary perks waiting for you!

🚀 Your Benefits Odyssey Begins Here:

💰 Competitive Salary:

• Brace yourself for a salary that not only recognizes your talents but propels you to new heights.

🏝️ Generous PTO:

• Time off is your passport to recharge. Enjoy a generous PTO policy to explore, relax, and rejuvenate.

👩‍⚕️ Affordable Health Plans:

• Dive into the comfort of affordable medical, vision, and dental plans that prioritize your well-being.

🌍 Global Access Pass:

• Picture this – free entry to all Merlin attractions worldwide! Your golden ticket extends to family and friends, unlocking a world of wonder.

🛡️ Secure Your Future:

• Safeguard your legacy with company-paid life insurance – because we care about your peace of mind.

🌐 Continued Growth:

• Joining Merlin isn't just a job; it's a thrilling expedition. Expect continuous growth in an exciting, global organization that values your journey.