Operations Manager

What you'll bring to the team

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. The Operations Manager 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. This is what we do every day.

Our 31,000+ awesome colleagues create and play together to spark the imaginations of children and LEGO fans of all ages, all around the world. Just imagine being part of this – playing with ideas, creating magical experiences, and learning while growing and building your dream career.

Key Responsibilities:

• Meets or exceeds all daily, weekly, monthly, and annual Per Cap, Transaction Value, KPI, and Mystery Visit targets.
• Ensure the Guest Experience Team consistently delivers 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.
• 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.
• The above list is not exclusive or exhaustive and may require undertaking such tasks as may reasonably be expected within the scope and grading of the role.
• Perform other duties as assigned.

Qualifications and

Experience:

• High School Diploma or GED. College degree preferred.
• Minimum three years of service industry experience with three 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…