SEA Operations Manager

Overview

Job Title: Operations Manager

Operating Group: Gateway North America

Division: Operations

Reports to: General Manager

Job Level: Manager

Exemption Status: Exempt

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.

• Meet or exceed all daily, weekly, monthly, and annual targets for Per Cap, Transaction Value, KPI, and Mystery Visit.
• Ensure the Guest Experience Team consistently delivers world-class experiences to our guests, evidenced by meeting or exceeding KPI and Mystery Visit targets.
• Deliver initial and ongoing training of Guest Experience Team 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 the highest 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.
• Manage performance and growth of the Guest Experience Team through Personal Development Plans, Appraisals, and Training.
• Monitor the visual appeal and effectiveness of all assigned areas, regularly making improvement recommendations to GM.
• Utilize Financial Reports, Admission Reports, KPIs, GM input, and Merlin Senior Leadership input to recommend changes and improvements to GM.
• Coach and manage Guest Experience Team to provide best-in-class guest experience and maximize profit in all assigned areas.
• Demonstrate Merlin Values at every opportunity and require Guest Experience team to do the same.
• Work closely with Marketing and Sales teams (at GM direction) to deliver operational excellence in support of events or new exhibits.
• Additional tasks may be required within the scope and grading of the role.
• Perform other duties as assigned.

High School Diploma or GED. College degree preferred. Minimum three years of service industry experience with three years of management experience required, including experience in a visitor attraction, theme park, museum, hotel, theater, or an equivalent combination of experience and education. Proven ability to multitask and manage multiple projects simultaneously. Extensive knowledge of computers including Microsoft Office (Excel, Outlook, Word). Licenses and

Certifications:

ability to obtain related licensures or certification as required by the essential functions or law.

• May occasionally require local or domestic travel.

Employees are responsible for their own safety, their colleagues, and guests, in line with the Merlin Entertainments Group Health, Safety and Security Policy and the law. Follow safe working procedures and report incidents to line manager and cooperate with investigations as appropriate.

Managers/supervisors are responsible for all aspects of Health, Safety and Security within their team, ensuring risk assessments are carried out, safe working procedures are in place, and that all employees are aware of the policy and obligations. Incidents must be investigated and corrective actions taken as needed.

• Attendance is a mandatory function of this job.
• Must be willing to work flexible hours, including mornings, evenings, holidays, and weekends.

• Ability to hear, listen, and communicate with others.
• Ability to sit and stand for long periods; use basic computer tools.
• Wear all necessary personal protective equipment; move throughout the attraction with/without reasonable accommodation.
• Stand, sit, and/or walk continuously for the full shift with meal break.
• Ability to bend, stoop, kneel, reach, twist, lift, push, pull, climb, balance, and crouch.
• Fine motor skills and hand-eye coordination; may be exposed to a loud work environment.

• Work may be performed inside or outside with varying temperatures and floor surfaces.
• Exposure to varying temperatures, extreme heat or cold, wet/damp conditions.
• Exposure to sounds of varying pitch and light level changes at times.
• Exposure to shaking objects and equipment.