Key Responsibilities:

• Oversee the daily operations of the Hotel, including housekeeping, front office, commercial and guest service functions.
• Ensure the highest standards of maintenance, cleanliness, and presentation of hotel facilities, aligning with brand expectations. L
• Collaborate with cross-functional teams to address and resolve operational challenges, ensuring a seamless guest experience.
• Act as a key decision-maker during operational challenges, ensuring rapid resolution and maintaining guest satisfaction.
• Oversee guest feedback resolution, ensuring timely and effective outcomes to maintain guest loyalty and brand reputation.
• Act as Resort or Hotel Duty Manager as required
• Proactively monitor and enhance guest satisfaction by addressing feedback and implementing service improvements.
• Collaborate with Hotel Managers and wider team to identify and address skill gaps, ensuring teams are equipped to succeed.
• Support planning and execution of operational readiness for peak seasons, events, and new openings.
• Contribute to broader Resort and Merlin initiatives, providing insights and recommendations for improvement.
• Use guest satisfaction metrics and insights to develop action plans for continuous service enhancement.
• Drive team engagement initiatives, cultivating an inclusive and motivated workplace environment.
• Lead, coach, and mentor the Hotel team, fostering a culture of accountability and excellence.
• Support global functions with innovation and planning initiatives regarding to revenue management and future development
• Work with Commercial and Business Support Team to develop and implement strategic initiatives to optimize Hotel operations and drive efficiency.
• Build strong relationships with other Resort departments and partners, including Facilities, Food & Beverage, and Entertainment, to support integrated operations.
• Conduct regular coaching sessions, performance reviews, and development programs to support career growth for team members.
• 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.
• Other tasks as assigned and needed by the business.
  
  

Experience and Qualifications:

• Proven leadership experience in managing large-scale hotel, or hospitality operations, including housekeeping, front office, and guest services.
• Strong background in team development, employee engagement, and fostering a positive workplace culture.
• Hands-on experience in delivering exceptional guest experiences and resolving guest complaints through service recovery processes.
• Familiarity with property management systems (e.g., Opera) and task management tools (e.g., ALICE).
• Degree or diploma in Hospitality Management, Business Administration, or a related field is desirable.
• Proficiency in using guest service technologies and basic office applications (e.g., Microsoft Office Suite).

• Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.
  Paid Time Off (PTO).
• Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions.
• Recognition Programs and Rewards.
• 401(k) Program: Save for the future with company matching contributions.
• Tuition Reimbursement Programs: Get support for further education and career growth.
• Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!