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 Retail team in the efficient, effective, and safe day-to-day running of assigned commercial areas of the attraction, with a strong focus on maximizing Per Cap spends and Average Transaction Values.

Essential Job Functions

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

• Lead (by example) the Retail 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 Retail Team as required for safe, efficient, and effective operation of assigned commercial areas.

• Work with Retail Manager to implement labor budgets/schedules for various day-types and seasonal needs.

• Support the Retail Manager with Merchandising and Inventory Control programs for the attraction.

• Lead (by example) the Retail 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 Retail Team.

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

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

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

• Supports Retail Manager with the ordering and merchandising of retail areas, which may involve evening and night shifts.

• Constantly on the floor providing mentorship, motivation, and feedback to the Retail Team. • Supports recruiting, hiring, onboarding, and ongoing training for Retail Team.

• Reports key metrics, inventory levels, KPIs, dwell time and other metrics for the Retail Team.

• Manages performance and growth of Retail Team through Personal Development Plans, 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 Retail Team to provide best-in-class guest experience and maximize profit in all assigned areas.

• Manages, and maintains records of, Retail 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 Retail 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 Retail Team.

• Demonstrates Merlin Values at every opportunity and requires Retail 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.

• Completes required tasks in Futura Inventory Management system on time to support inventory accuracy and AP compliance.

• Follows all SOP’s for stock take, and inventory replenishment

Education and Experience:

High school or GED required. College degree preferred. At least 2 years of supervisory experience in a retail environment, visitor attraction or retail outlet. The ability to maintain the highest level of service in high-pressure situations in a busy environment while dealing with guests in an efficient, professional manner. Good people management and communication skills are essential to successfully manage the Admissions Team, coupled with the ability to motivate and be an inspirational role model. Excellent sales skills are a must while paying great attention to detail and experience of using computerized till systems is also needed. Ability to work on multiple projects simultaneously and multi-task as necessary.

About the Perks

In return, you will find a competitive salary and benefits package (including a medical, vision, dental, life insurance, and 401(k) matching plan offering), and benefit from free entry to all of our Merlin attractions which also extend to family and friends.  In addition, you can expect continued growth of joining an exciting, global organization.

Everyone Matters at Merlin.  

At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters! Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry. 

We want to ensure that everyone has the opportunity to perform their best at interview, so if you have any additional requirements due to ill health or a disability, please contact our friendly team to have a discussion. You can get in contact at NAPeopleHUB@merlinentertainments.biz.