Maintains proper management of the select departments within operations and may include Admissions, Guest Services, VIP Experiences, Education, and LEGO Building Experiences. Controls annual operating expenses, revenue goals and labor budgets for each department. Accountable for leadership and development for all Experience positions. Ensures overall guest and MC satisfaction. This position will support the Head of Guest Experience with driving the ‘Guest Obsession’ strategy.

Key Objectives:

• Manages all supervisory staff to ensure the highest levels of guest service are being offered.
• Responsibility for Parking lots, Ticketing, Main Gate, Membership, Guest Services, VIP, Education & Build Experiences
• Pays close attention to flash reports, setting targets and schemes for additional spend areas designed to maximize revenue for Parking/Membership
• Support Resort Systems Super User to create Accesso POS best practice
• Execute all VIP & Education offerings that will drive attendance and revenue.
• Accountable for creating new and innovating VIP experiences & builds
• Manages all LEGO building experiences – free and guided
• Acts as the main operations contact for the development of new educational programming in conjunction with the sales and marketing team.
• Maintains current knowledge of California State Standards and current instructional learning methods to develop and enhance staff competencies to meet or exceed teacher and education group expectations.
• Leads, coaches, and supports all direct reports actively managing performance and development of individuals.
• Ensure the maintenance and organization of education associated records and equipment such as program evaluations, training materials, etc.
• Oversees and manages labor and equipment budget for Welcome, VIP & Education teams
• Participates in departmental and resort duty program.
• Excellent customer service skills with the ability to develop and maintain good internal and external relations with a diverse group of individuals, including both children and adults.
• Ability to maintain a flexible schedule, including evenings and weekends, work well under pressure, juggle multiple priorities, exercise good judgment, and meet deadlines with professionalism.
• Provide updates on overall guest feedback trends and KPI’s to Resort and key stakeholders while driving ‘Guest Obsession’ strategy

Main Responsibilities:

• Responsible for all Welcome, VIP & Educational department
• Works directly alongside the sales and marketing team to ensure delivery of all events and classes.
• Develops yearly department budget and ensures that team meets all established targets.
• Oversees ongoing development of entire team with a particular focus on the supervisors reporting directly to the position.
• Drives Resort Guest Obsession strategy to improve KPI’s and guest satisfaction.

• A minimum of five years of theme park or related customer service experience is required
• A minimum of three years of supervisory experience is required
• Previous experience with large scale educational programming is preferred
• Previous experience with Resort/Theme Park Operations preferred
• Experience with a ticketing system or being a super user is preferred
• Previous experience with premium experiences that generates revenue is preferred
• Must have excellent organizational and analytical skills, with the ability to execute multiple tasks
• Self-motivated and demonstrated initiative. Demonstrated history of supporting colleagues and staff
• Strong problem-solving skills and experience in budget preparation and control (operating expenses and labor) is required
• Effective leadership, staff development, organizational, verbal and written skills. Requires a commitment to excellence in customer service
• Strong guest service, and interpersonal skills are required

• Excellent health care options (medical, dental, and vision that encourage preventative care).
• Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.
• Merlin Magic Pass for friends and family to enjoy the parks & attractions.
• Recognition Programs and Rewards
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities