The Operations Manager ensures that every guest enjoys a magical, memorable, world-class guest experience and that every member of our team embraces and exhibits our company values (known collectively as The Merlin Way). In this role, you will oversee the efficient, effective, and safe day-to-day running of assigned areas of the attraction, while maximizing profitability through a proactive approach to people, process, 
and vendor management.  

Ideal candidates should have management experience within visitor attractions, theme parks or hospitality.

Essential Functions: 

• Meets or exceeds all daily, weekly, monthly, and annual Per Cap, Transaction Value, KPI, and Mystery Visit 
  targets.
• Ensure all team members in your reporting line (Guest Experience Team) consistently deliver world-class experiences to our guests, as evidenced by continuously meeting or exceeding KPI and Mystery Visit targets.
• Deliver initial and ongoing training of Guest Experience Team as required for safe, efficient, and effective operation of assigned areas.
• Work with General Manager to create and implement optimal and compliant labor budgets/schedules for various day-types and seasonal needs.
• Lead the team to be Guest-Obsessed, positive, proactive, and FUN at all times.
  Ensure that the highest possible standards of service, cleanliness, technical operation, and safety are adhered to by the team.
• Support and inform General Manager as part of the attraction Senior Leadership Team.
  Achieve/Maintain/Exceed acceptable or better status on Internal Audit, Health and Safety, and other areas.
• Lead by example, particularly on peak trading days, and be able to confidently work every guest facing position in the attraction.
• Trained, willing, and able to serve as manager on duty.
• Takes responsibility for recruiting, hiring, onboarding, and ongoing training for the Guest Experience Team
• Understands and clearly communicates KPIs and other success metrics to Guest Experience Team.
• Manages performance and growth of the Guest Experience Team through Personal Development Plans, Appraisals, and Training.
• Monitors the visual appeal and effectiveness of all assigned areas, regularly making improvement recommendations to GM.
• Utilizes Financial Reports, Admission Reports, KPIs, GM input, and Merlin Senior Leadership input to recommend changes and improvements to GM.
• Coaches and Manages Guest Experience Team to provide best-in-class guest experience and maximize profit in all assigned areas.
• Demonstrates Merlin Values at every opportunity and requires Guest Experience team to do the same.
• Works closely with Marketing and Sales teams (at GM direction) to deliver operational excellence in support of any events or new exhibits.  

Education and Experience: 

• College degree preferred. High School Diploma or GED required.
• Minimum three (3) years of service industry experience with three (3) years of management experience within visitor attraction, theme park, museum, hotel or theater environment, or equivalent combination of experience and education.
• Proven ability to work on multiple projects simultaneously and multitask as necessary. Extensive knowledge of computers including Microsoft Office - Excel, Outlook, and Word.
• Proven ability to work on multiple projects simultaneously and multi-task as necessary. Desire to work in fast-paced environments. Highly self–motivated strong leader with proven success managing operational teams.
• Passion for providing excellent experiences to our guests is critical.
  
  
  

🎉 Benefits of Joining Merlin Entertainments! 🎉

🏥 Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.
🌴 Outstanding Paid Time Off (PTO): Enjoy well-deserved breaks to recharge!
🎢 Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions. 🎡
🏆 Recognition Programs and Rewards: Celebrate your achievements and hard work!
💼 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!
Ready to be a part of the magic? Apply today and start your adventure with Merlin Entertainments! 🌟✨