Operational Leadership:
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Manage and oversee all operational aspects of the designated zone, ensuring safety, efficiency, and guest enjoyment.
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Act as the central point of decision-making within the zone, handling escalations, coordinating resources, and ensuring operational readiness.
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Maintain high standards for rides, commercial units, guest amenities, and cleanliness within the zone, collaborating with relevant teams to optimize performance and uptime.
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Support seamless operations during peak seasons and events by ensuring zonal teams are well-prepared and briefed.
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Act as Resort or Zone Duty Manager as required
Team Engagement & Development:
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Lead, motivate, and coach the zonal team and Operations Leads to deliver outstanding guest service and operational standards.
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Conduct regular briefings, and performance reviews to align team objectives with Resort goals. Engage in active coaching of the frontline teams to ensure continued growth and alignment to SOPs.
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Promote team engagement initiatives, fostering a collaborative and inclusive work environment aligned with company values.
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Identify and nurture team development opportunities, ensuring individuals are equipped to perform and grow within their roles.
Guest Experience:
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Monitor and analyze the guest experience within the zone, addressing feedback proactively to enhance satisfaction and NPS is a focus.
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Handle guest escalations effectively, ensuring timely resolutions using established guest recovery frameworks.
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Collaborate with broader operational teams to align with business KPIs and guest experience strategies, driving improvements in service delivery.
Collaboration & Communication:
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Build strong relationships with cross-functional teams to ensure seamless operations and delivery of business objectives.
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Participate in operational reviews and daily briefings to share insights, successes, and challenges specific to the zone.
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Actively contribute to Resort-wide operational improvement initiatives, sharing best practices and learnings between zones.
Health & Safety:
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Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy.
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Understand risk assessments and ensure reporting of any new risks as appropriate.
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In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner.
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Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager.
SKILLS AND COMPETENCIES
Leadership and Decision-Making: Proven ability to lead and inspire operational teams, make informed decisions under pressure, and drive excellence.
Guest-Centric Approach: Strong commitment to delivering exceptional guest experiences through proactive service and effective issue resolution.
Operational Expertise: Comprehensive knowledge of operations management, including safety, ride performance, and resource coordination.
Communication and Collaboration: Exceptional interpersonal skills to engage with diverse stakeholders and foster collaboration.
Problem-Solving and Adaptability: Aptitude for resolving complex issues efficiently and responding to dynamic operational demands.
Continuous Improvement: Passion for enhancing processes and developing teams to achieve long-term success.
A Merlin job is like no other. Our values—Own Your Craft, Go Together, Enjoy the Ride, Drive & Discover, and We Care—guide the behaviours that set us apart. By living these values, we bring joy, create connections, and make lasting memories for our guests, while fostering a positive and supportive environment where everyone can thrive.
Own Your Craft:
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Continuously sharpen your expertise, seek personal growth, and help others to develop in their roles.
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Actively listen to feedback and integrate it into improving performance.
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Stay curious and draw inspiration from both industry and the broader world to keep at the cutting edge of entertainment.
Go Together:
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Foster strong, trusting relationships by collaborating with colleagues across teams, locations, and cultures.
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Work together to solve problems, leveraging diverse perspectives to find the best solutions.
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Commit to decisions once made, and act swiftly to drive progress and deliver results.
Enjoy the Ride:
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Bring a sense of fun, positivity, and energy to the workplace, creating a joyful environment.
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Support and encourage others during challenges, viewing setbacks as opportunities to learn and grow.
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Cultivate a welcoming atmosphere where people feel valued, included, and like they belong.
Drive & Discover:
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Take ownership of your work, delivering excellence by seeing tasks through to completion.
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Prioritise tasks that have the greatest impact, focusing on quality over quantity.
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Proactively explore new opportunities to improve guest experiences, taking calculated risks to drive innovation
We Care:
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Go above and beyond for both guests and colleagues, showing thoughtfulness in every interaction.
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Uphold uncompromising standards of safety, security, and welfare, prioritising the well-being of everyone.
Actively contribute to making a positive impact on the environment and local communities, demonstrating social responsibility
