Job Title: Guest Experience Manager
Division: Midway North America 
Grade: C 
Classification: Exempt 
Department: Operations
Reporting to: General Manager
Direct Reports: Please refer to site specific org chart
Collective Goal: Ensure that every guest we welcome 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).
Scope of job: 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.  

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. 

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. 

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 required including a 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.
This combined with excellent communication, negotiation, interpersonal and organizational skills will be vital in 
driving visitor numbers to the attraction and getting the most out of your team.
Work Environment: 
Depending on location, work may be performed inside or outside with varying temperatures and floor surfaces.

Other Requirements: 

• Other duties as assigned. 
• Must be willing to work flexible hours, including evenings, holidays, and weekends to support the site. 
• Travel

🎉 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! 🌟✨