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: Support the Operations Manager [or Guest Experience Manager] in the efficient, effective, and safe day-to-day running of assigned areas of the attraction, with a strong focus on putting smiles on guests' faces.

Be the best-in-class on-the-floor example of excellence in assigned areas of the attraction.

• Lead (by example) the GE Team to consistently deliver world-class experiences to our guests, as evidenced by continuously meeting or exceeding KPI and Mystery Visit targets.

• Support the delivery initial and ongoing training of GE Team as required for safe, efficient, and effective operation of assigned areas.

• Work with Operations Manager [or Guest Experience Manager] to implement labor budgets/schedules for various day-types and seasonal needs.

• Lead (by example) the GE 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 GE Team.

• Support delivery of specified revenue metrics for any commercial areas operated by the GE Team.

Education and Experience: Customer service experience is preferred. Experience working with children and families is desirable. This position requires a fun, outgoing approach in interacting with others with a desire to provide service on the highest possible level and the ability to work individually and as part of a team. Excellent communication skills are required. Must be able to work in a fast paced, multi-task environment.

Main Responsibilities:

• Trained, willing, and able to serve as Duty Manager.

• Trained, willing, and able to perform all roles in assigned areas of the attraction.

• Constantly on the floor providing mentorship, motivation, and feedback to the GE Team.

• Supports recruiting, hiring, onboarding, and ongoing training for GE Team.

• Reports admission metrics, inventory levels, KPIs, dwell time and other metrics for the GE Team.

• Manages performance and growth of GE Team through Personal Development Plans, Probationary Reviews, Appraisals, and Training.

• Handles operational challenges as they occur.

• Monitors the visual appeal and effectiveness of all assigned areas, regularly making improvement recommendations to GM

Manages and rectifies guest complaints in assigned areas per practice and policy, ensuring records are maintained.

• Manages all policies and procedures in relation to employment as advised by Human Resources and Merlin Operations Manual.

• Manages delivery of staff incentive opportunities to increase performance and promote teamwork.

• Ensures proper coverage and staff utilization for assigned areas at all times.

• Coaches and Manages GE Team to provide best-in-class guest experience and maximize profit in all assigned areas.

• Manages, and maintains records of, GE Team performance improvement plans.

• Actively and consistently leads by example and serves as aspirational role model at all times.

• Clearly and effectively communicates existing and new policies, procedures, and information with GE Team.

• Takes an active role, along with attraction SLT, in leading daily/shift team briefings.

• Ensures that team members are trained and empowered to deliver outstanding customer service - including guest recovery as needed.

• Welcomes and rewards ideation and innovative suggestions from GE Team.

• Demonstrates Merlin Values at every opportunity and requires GE team to do the same.

• Maintains oversight and control of all assigned areas, quickly investigating errors, complaints, and incidents.

• Logs all incidents (as required) in MIDAS system.

• Never walks by trash, dirt, filth, or disrepair in front-of-house or back-of-house areas without addressing immediately.

• Other duties as assigned. 

We’re growing fast and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects – ideal if you’re already fantastic and want to become even better (our magic can help here)

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at Recruitment@Merlinentertainments.biz and one of the team will get back to you as soon as possible.