Operations Manager

What you'll bring to the team

 

Job Title: Guest Experience ManagerDivision: Midway North America Grade: C Classification: Exempt Department: OperationsReporting to: General ManagerDirect Reports: Please refer to site specific org chartCollective 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.  

Qualifications & Experience

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 thatsuch 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 o