The Operations Specialist is responsible for maintaining and improving operational efficiency by managing systems, vendors, training materials, and compliance documentation while ensuring seamless support for technical, facilities, IT, and people-related issues. Reporting to the Director of Planning & Business Support, this role is pivotal in driving operational excellence across the resort.

Operational Standards:

• Maintain, review, and update Standard Operating Procedures (SOPs), Code of Safe Working Practices (CoSWPs), and Emergency Action Plans (EAPs) across the resort, ensuring consistency and compliance with operational goals.
• Facilitate weekly operational reviews, driving follow-through on related action items.
• Ensure data standards are maintained across the Resort to support accurate and detailed reporting on Resort performance.

Training & Compliance:

• Keep training content updated to reflect current standards and requirements.
• Lead the delivery of regular toolbox talks to operational teams to ensure the team remain informed of their responsibilities with regards to safety, operating processes and guest experience.
• Monitor legislative changes and ensure all documentation and procedures are updated accordingly.
• Spot check Resort activity to ensure the highest standards of operation are maintained.
• Work with Resort Operations teams to build action plans where there are opportunities for improvement.
• Lead the completion of safety related documentation such as risk assessments, safety spot checks, OSHA, and audits. Ensure appropriate follow-up actions are taken where required to mitigate risks and maintain the highest standards for safety.

Systems & Vendor Management:

• Oversee systems management to ensure operational integrity and efficiency.
• Manage relationships with janitorial vendors to maintain service quality and adherence to agreed standards.
• Order consumables as required to support uninterrupted operations.

Support Coordination:

• Serve as the point of escalation for technical, facilities, IT, and People team support, ensuring timely resolution of issues.
• Triage incoming, non-urgent support requests and prioritize them based on urgency and impact.

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.

• Proven experience in operational management, systems coordination, or a related field.
• Strong organizational skills with a keen attention to detail.
• Proficiency in system management tools and processes.
• Excellent communication and interpersonal skills, with the ability to collaborate across teams.
• Familiarity with regulatory requirements and compliance standards.

Skills and Competencies

Operational Excellence: Design and implement processes that enhance operational efficiency and minimize delays or errors. Identify gaps in operational workflows and develop strategies for continuous improvement.

Attention to Detail: Maintain meticulous and organized records of flight hours, training materials, and vendor interactions. Verify accuracy across all systems and processes to uphold high operational standards.

Problem Solving: Address operational challenges proactively, using data-driven approaches. Support teams by resolving system and facilities-related issues effectively. Conduct root-cause analysis to address recurring operational issues and mitigate risks.

Collaboration: Work closely with internal teams and external vendors to achieve shared goals. Foster open communication to streamline operations and identify opportunities for improvement.

Adaptability: Quickly adapt to changes in operational requirements or unexpected challenges. Embrace and implement new technologies or methodologies to drive improvement.

About the Perks

In return, you will find a competitive salary and benefits package (including a medical, vision, dental, life insurance, and 401(k) matching plan offering), and benefit from free entry to all of our Merlin attractions which also extend to family and friends.  In addition, you can expect continued growth of joining an exciting, global organization.

Everyone Matters at Merlin.  

At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters! Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry. 

We want to ensure that everyone has the opportunity to perform their best at interview, so if you have any additional requirements due to ill health or a disability, please contact our friendly team to have a discussion. You can get in contact at NAPeopleHUB@merlinentertainments.biz.