We are LEGOLAND California Resort!
The place where FUN is build and memories are made. Across our Resort, we have two fantastic LEGO Themed Hotels, a Water Park, a SEA LIFE Aquarium, more than 60 rides and attraction, 20 food and beverage locations and 14+ retail outlets- the opportunities to build your career path is endless! At LEGOLAND® California Resort, our mission is to create truly memorable experiences, and we place the upmost importance on the safety and well being of our guests and employees. To enhance guest and employee experience, we are on the lookout for our Senior Security & Incident Manager!
ROLE Summary:
The Senior Security & Incident Manager leads all aspects of security, emergency response, and incident planning across LEGOLAND California Resort. This is a senior operational role focused on protecting guests, staff, and property while preserving the guest experience. The role is responsible for the Resort’s 24/7 security coverage, medical response teams, and incident management systems, while ensuring compliance with legal and internal safety standards.
This position demands calm, decisive leadership in high-pressure situations, along with a proactive approach to risk and emergency planning. You’ll lead multi-agency collaboration on emergency preparedness, including the planning and delivery of large-scale drills such as Mass Casualty Incidents (MCI). You’ll be the Resort’s primary liaison with local police, fire, and EMS, and represent the Resort in emergency planning groups and safety forums.
You’ll also shape the Resort’s safety culture—developing team capabilities, driving continuous improvement, and maintaining a visible, reassuring presence that enhances guest and employee confidence. This role is central to ensuring LEGOLAND California is not just operationally safe but recognized as a responsible and trusted partner in the wider community.
Emergency Operations
- Lead the design, implementation, and regular review of emergency protocols, including large-scale evacuations, guest incidents, and crisis management.
- Act as the Crisis Coordinator during emergencies, making timely, high-stakes decisions to protect life and property.
- Plan and lead full-scale emergency drills—including MCI (Mass Casualty Incident) scenarios—in partnership with internal departments and local emergency services.
- Ensure that fire alarms, public address systems, access control, and CCTV infrastructure are fully maintained and operational.
- Serve as a key facilitator in joint preparedness exercises with fire, police, EMS, and local emergency management agencies.
Incident Management
- Develop and maintain comprehensive incident reporting systems and ensure accuracy, speed, and integrity of all documentation.
- Partner with law enforcement and emergency agencies during and after major incidents, acting as the Resort’s primary point of contact.
- Conduct formal debriefs following major incidents or near misses, capturing lessons learned and embedding them into future response protocols.
- Support investigations led by Merlin’s Health & Safety teams and external authorities and implement any required follow-up actions.
- Represent the Resort in inter-agency forums, emergency planning committees, and regulatory working groups where appropriate.
- Act as Security, Incident and Resort Duty Manager on a rotating basis, serving as the on-site operational lead across all departments during live incidents or after-hours operations.
Team Leadership and Development
- Lead, develop, and motivate a professional team of in-house and contract security, emergency response, and medical staff.
- Implement regular training programs, including site-specific emergency scenarios and community-integrated exercises.
- Identify and develop leaders within the department and maintain strong coverage across all shifts and functions.
- Drive high performance and accountability while modelling calm, clear-headed leadership under pressure.
Guest Safety and Experience
- Maintain an active, visible presence on-site to provide reassurance to guests and staff.
- Lead guest-facing safety communications, including during real-time incidents and post-event recovery.
- Work closely with PR, Comms, and Guest Excellence teams to shape consistent, brand-aligned messaging during emergencies.
- Train frontline staff on guest interaction standards during crisis events, focusing on empathy, confidence, and clarity.
- Manage external perception of Resort safety in coordination with local media and emergency partners.
- Ownership of ‘Resort 1’ Resort Duty program
- Lead a ‘Guest Obsessed’ culture within direct report teams
Strategic Planning
- Build and maintain strong relationships with local police, fire, EMS, and city officials to support long-term coordination.
- Represent LEGOLAND California as a safety and emergency preparedness leader within the community.
- Identify security and emergency planning improvements through industry benchmarking and local partnership.
- Champion community-focused safety initiatives that benefit both the Resort and its surrounding area.
- Develop long-range plans for security infrastructure, technology, and workforce capability, supported by data and risk trends.
Health & Safety
- Oversee compliance with Merlin Entertainments’ Group HSS Policy and all applicable laws, codes, and standards.
- Maintain readiness for unannounced audits and inspections from both internal and external agencies.
- Lead or support reporting and investigation for all serious incidents, ensuring timely and complete documentation.
- Act as a trusted subject matter expert for risk assessments, safety policy updates, and operational readiness planning.
- Serve as the key Resort liaison to emergency regulators and licensing bodies.