Oversees and coordinates the overall efforts of External Partners and Safety within the Retail team; Supports External Partners in delivering the highest level of guest service; Oversees External Partners to ensure staff development (ensuring all respective team members are fully trained to all company standards including New Hire Orientation, KPIs (Key Performance Indicators), cleanliness, transactions, financial controls, etc.); and frequently checks on External Partners and their units out in the Resort to ensure that cleanliness and safety standards are being upheld on a regular basis.

In addition, this role will support the 500-Duty Manager program, as scheduled by the Senior Retail Operations Manager, and work closely with HS&S to help coordinate and track safe working practices across the Retail department.

Main Responsibilities:

• Collaborates and facilitates communication with Retail Leadership, Resort Training, Finance, HR (Human Resources), Marketing, HS&S (Health, Safety & Security), and other departments where applicable for external partners and safety development purposes.

• Ensure External Partners establish and maintain environments in all external party locations that promote the delivery of excellent guest service, in a clean and safe space. Responsible for ensuring External Partners units’ maintenance upkeep, cleanliness, and security, and for submitting work orders as appropriate.

• Ensure External Partners develop assigned team members through team building, praise, incentives, coaching, training, and take any necessary corrective actions according to company and commercial standards.
• Responsible for evaluating and coaching External Partner management team to develop a professional, efficient, and effective team through appropriate coaching, feedback, and recognition.
• Works closely with HS&S and Retail Teams to coordinate and track various safety-related trainings, including new hire and refresher training.
• Works closely with HS&S to provide any necessary documentation or training records for internal use and/or audit purposes.
• Collaborate with Commercial Leadership and Park Leadership to establish a cohesive and consistent operational standard with External Partners.
• Responsible for overseeing and supporting business tasks associated with External Partners operations.
• Responsible for tracking External Partners resolution to guest inquiries and areas of opportunity in a way that balances excellent guest service with the needs of the business.
• Ensure External Partner teams are receiving, at a minimum, weekly spot talks and any relevant communications concerning the Resort.
• Partner with External Partners and Commercial Team to ensure all opening & closing procedures of External partners within the assigned locations are efficient and following Resort policies & procedures.
• Process end of month reports for Haystack Dryers, lockers, and rental (mobility) equipment.
• Conduct weekly (at a minimum) External Partner unit walks/audits, ensuring visual appeal, guest engagement, and safety of units throughout the park.
• Responsible for overseeing and maximizing revenue and per capita spending goals within the External Partner units.
• Responsible for reviewing/reconciling financial payment invoices via internal reconciliation spreadsheets to prepare for approval, and providing first-level approval of invoices in our financial system.
• Provides feedback on location operation, financial performance, staffing, MC (Model Citizen) and guest satisfaction, and product/menu assortment business performance in a timely manner as and when requested.
• Provides knowledge and feedback to External Partners about overall operations, any closures, KPI indicators, and MC / Guest satisfaction promptly and as requested.
• Responsible for being the direct point of contact, present and available for External Partners’ questions concerns, and/or feedback.
• Responsible for tracking External Partner’s revenue and loss.
• Responsible for scheduling rental equipment cleaning and servicing as needed.
• Responsible for educating External Partners in Key Performance Indicators (KPI’s).
• Responsible for adhering to policies and procedures, effectively overseeing External Partners, and ensuring Partners are documenting and reacting appropriately to employee relations issues.
• Responsible for promoting and demonstrating LEGO and Merlin’s SOPs (Standard Operating Procedures), culture and core values through words and actions.
• Coordinates the timeline and logistics for any special projects related to External Partners and their units, and oversees any new installations, refurbishments, Safety initiatives, etc.

People:

The External Partners Supervisor will have open and direct communication with External Partners and other Resort teams, to handle any questions or concerns in a timely manner. This person will promote and demonstrate LEGO and Merlin’s culture and core values through words and actions; Ensures adherence to policies and procedures, effectively managing and documenting any concerns and following through to resolution.

Health & Safety:

Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with the Group Policy (HS001) and the law. They must ensure that they follow safe working procedures for all work activities that they undertake, and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.

Managers/supervisors are responsible for all aspects of Health, Safety & Security within their team, in line with the Group Policy (HS001). They must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees in their teams are aware of the Group Health, Safety and Security Policy and their obligations under it. They must ensure that safe working practices are monitored, and that risk assessments and procedures are reviewed regularly. Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.

Background and Experience:

Requires at least 2 years of experience in retail store management or equivalent education and experience, preferably in a theme park environment; Proficient in Microsoft Suite (Word, Excel and PowerPoint); knowledge of point of sale automated systems and inventory/sales auditing is required; requires excellent communication skills and the ability to work well within a collaborative team atmosphere; able to work successfully in both an autonomous role and with others; other requirements include being able to lead and instruct staff in training and external partnerships; strong organizational skills, and the ability to prioritize work activities; able to cope with multiple complex tasks and within specific timelines; demonstrate excellent guest service skills and strong interpersonal skills.

Education:

High school graduate or General Education Degree (or equivalent education) and experience in Retail and/or a Leadership role is required. A bachelor's degree is preferred.

Other Job Requirements:

• Performs other duties as assigned
• Must be willing to work flexible hours, including evenings, holidays, and weekends to support Resort operations
• Must have a valid driver’s license, safe driving record and be willing to utilize own vehicle for business purposes
• Regular attendance is a mandatory function of this job

Alongside company paid holidays when working, you can also look forward to enjoying a great perks package, free tickets to Merlin attractions globally and 30% discount in our retail shops and restaurants.