Job Title: Guest Experience Manager

Division: Midway North America

Grade: C

Classification: Exempt

Department: Operations

Reporting to: General Manager

Direct Reports: Please refer to site specific org chart

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: 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 that

such 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 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 managing operational teams. Passion for providing excellent experiences to our guests is critical.

This combined with excellent communication, negotiation, interpersonal and organizational skills will be vital in

driving visitor numbers to the attraction and getting the most out of your team.

Work Environment

Depending on location, work may be performed inside or outside with varying temperatures and floor surfaces.

Other Requirements

• Other duties as assigned.
• Must be willing to work flexible hours, including evenings, holidays, and weekends to support the site.
• Travel
  
  

Benefits

🎉 Benefits of Joining Merlin Entertainments! 🎉

🏥 Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.

🌴 Outstanding Paid Time Off (PTO): Enjoy well-deserved breaks to recharge!

🎢 Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions. 🎡

🏆 Recognition Programs and Rewards: Celebrate your achievements and hard work!

💼 401(k) Program: Save for the future with company matching contributions.

📚 Tuition Reimbursement Programs: Get support for further education and career growth.

🚀 Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!

Ready to be a part of the magic? Apply today and start your adventure with Merlin Entertainments! 🌟✨

Pay Range

From USD $63,000.00/Yr.