Operational Leadership:

• Manage and oversee all operational aspects of the designated zone, ensuring safety, efficiency, and guest enjoyment.
• Act as the central point of decision-making within the zone, handling escalations, coordinating resources, and ensuring operational readiness.
• Maintain high standards for rides, commercial units, guest amenities, and cleanliness within the zone, collaborating with relevant teams to optimize performance and uptime.
• Support seamless operations during peak seasons and events by ensuring zonal teams are well-prepared and briefed.

Team Engagement & Development:

• Lead, motivate, and coach the zonal team to deliver outstanding guest service and operational standards.
• Conduct regular briefings and performance reviews to align team objectives with Resort goals. Engage in active coaching of the frontline teams to ensure continued growth and alignment to SOPs.
• Promote team engagement initiatives, fostering a collaborative and inclusive work environment aligned with company values.
• Identify and nurture team development opportunities, ensuring individuals are equipped to perform and grow within their roles.

• Guest Experience:

  • Monitor and analyze the guest experience within the zone, addressing feedback proactively to enhance satisfaction.
  • Handle guest escalations effectively, ensuring timely resolutions using established guest recovery frameworks.
  • Collaborate with broader operational teams to align with business KPIs and guest experience strategies, driving improvements in service delivery.

  Collaboration & Communication:

  • Build strong relationships with cross-functional teams to ensure seamless operations and delivery of business objectives.
  • Participate in operational reviews and daily briefings to share insights, successes, and challenges specific to the zone.
  • Actively contribute to Resort-wide operational improvement initiatives, sharing best practices and learnings between zones.

  Health & Safety:

  • Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy.
  • Understand risk assessments and ensure reporting of any new risks as appropriate.
  • In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner.
  • Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager.

Leadership and Decision-Making: Proven ability to lead and inspire operational teams, make informed decisions under pressure, and drive excellence.

Guest-Centric Approach: Strong commitment to delivering exceptional guest experiences through proactive service and effective issue resolution.

Operational Expertise: Comprehensive knowledge of operations management, including safety, ride performance, and resource coordination.

Communication and Collaboration: Exceptional interpersonal skills to engage with diverse stakeholders and foster collaboration.

Problem-Solving and Adaptability: Aptitude for resolving complex issues efficiently and responding to dynamic operational demands.

Continuous Improvement: Passion for enhancing processes and developing teams to achieve long-term success.

• 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
• Numerous learning and advancement opportunities