Step into the spotlight as our Assistant Manager - Cluster and help make every guest visit magical! 🎢 You will lead your team at Sea Life and Peppa Pig World of Play to deliver unforgettable, world-class experiences while ensuring the smooth, safe, and efficient day-to-day running of assigned areas of the attraction. You will inspire your team, manage processes and vendors proactively, and drive operational excellence and profitability. Our attractions are open every day of the year, so flexibility is key as weekends and holidays are when the magic truly comes to life! ✨

Key Responsibilities:

• Drive guest satisfaction and operational performance by meeting or exceedingly daily, weekly, and annual KPIs, Per Cap, Transaction Value, and Mystery Visit targets.

• Lead the Guest Experience Team to deliver world-class, guest-obsessed service every day.

• Recruit, onboard, train, and develop team members, supporting growth through coaching, appraisals, and Personal Development Plans.

• Ensure the highest standards of service, cleanliness, safety, and technical operation across all assigned areas.

• Serve as Manager on Duty when required, confidently covering all guest-facing positions as needed.

• Partner with the General Manager to create compliant labor budgets, schedules, and operational plans for various day-types and seasonal needs.

• Monitor, maintain, and enhance the visual appeal and functionality of assigned areas, recommending improvements to the GM.

• Analyze financial, admission, and performance reports to recommend operational enhancements and drive profitability.

• Collaborate with Marketing and Sales (as directed by GM) to support events, new exhibits, and special initiatives.

• Lead by example, promoting positivity, teamwork, and Merlin Values at every opportunity.

• Maintain compliance with internal audits, health and safety standards, and all company policies.

• Perform other duties as assigned to ensure smooth and magical operations for guests and staff.

Education and Experience:

• 🎓 High school diploma or GED required; college degree is a plus.
  
• 🎢 Minimum of three years in the service industry with at least three years in a management or leadership role, ideally in a theme park, attraction, museum, hotel, theater, or similar guest-focused environment.
  
• 🌟 Proven track record of leading teams, developing talent, and inspiring colleagues to deliver magical guest experiences.
  
• 💪 Ability to juggle multiple projects, priorities, and fast-paced operational challenges with confidence and flexibility.
  
• 💻 Strong computer skills including Microsoft Excel, Outlook, and Word.
  
• 🗣️ Excellent communication, interpersonal, and organizational skills.
  
• 🚀 Highly motivated, hands-on leader who thrives in a fun, dynamic environment and knows how to bring out the best in their team.
  
• ✨ A passion for creating unforgettable guest experiences and helping the team succeed is a must.

The Perks of the Magic ✨

• 🎡 Fantastic Health Coverage: Enjoy comprehensive medical, dental, and vision benefits to keep you feeling your best.
• 🌴 Generous Paid Time Off: Take the time you need to rest, recharge, and come back ready to create more unforgettable moments.
• 🎟️ Merlin Magic Pass: Share the fun with free entry for you, your family, and friends to our world-famous attractions.
• 🏆 Recognition and Rewards: Your hard work does not go unnoticed. Celebrate your achievements with exciting recognition programs.
• 💰 401(k) Savings Plan: Build your future with our company-matched retirement program.
• 🎓 Tuition Assistance: Pursue your passions with educational support and reimbursement programs.
• 🚀 Growth and Development: Learn, grow, and take your career to new heights with endless opportunities for advancement.