Resort Operations Manager Jobs (NOW HIRING)

Role

Zonal Operations Manager

Division

Resort Operations

Grade

D

Location

LEGOLAND New York Resort

Reports to

Senior Park Operations Manager

Operational Leadership:

• Manage and oversee all operational aspects of the designated zone, ensuring safety, efficiency, and guest enjoyment.
• Act as the central point of decision-making within the zone, handling escalations, coordinating resources, and ensuring operational readiness.
• Maintain high standards for rides, commercial units, guest amenities, and cleanliness within the zone, collaborating with relevant teams to optimize performance and uptime.
• Support seamless operations during peak seasons and events by ensuring zonal teams are well-prepared and briefed.
• Act as Resort or Zone Duty Manager as required

Team Engagement & Development:

• Lead, motivate, and coach the zonal team and Operations Leads to deliver outstanding guest service and operational standards.
• Conduct regular briefings, and performance reviews to align team objectives with Resort goals. Engage in active coaching of the frontline teams to ensure continued growth and alignment to SOPs.
• Promote team engagement initiatives, fostering a collaborative and inclusive work environment aligned with company values.
• Identify and nurture team development opportunities, ensuring individuals are equipped to perform and grow within their roles.

Guest Experience:

• Monitor and analyze the guest experience within the zone, addressing feedback proactively to enhance satisfaction and NPS is a focus.
• Handle guest escalations effectively, ensuring timely resolutions using established guest recovery frameworks.
• Collaborate with broader operational teams to align with business KPIs and guest experience strategies, driving improvements in service delivery.

Collaboration & Communication:

• Build strong relationships with cross-functional teams to ensure seamless operations and delivery of business objectives.
• Participate in operational reviews and daily briefings to share insights, successes, and challenges specific to the zone.
• Actively contribute to Resort-wide operational improvement initiatives, sharing best practices and learnings between zones.

Health & Safety:

• Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy.
• Understand risk assessments and ensure reporting of any new risks as appropriate.
• In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner.
• Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager.

Skills and Competencies

Leadership and Decision-Making: Proven ability to lead and inspire operational teams, make informed decisions under pressure, and drive excellence.

Guest-Centric Approach: Strong commitment to delivering exceptional guest experiences through proactive service and effective issue resolution.

Operational Expertise: Comprehensive knowledge of operations management, including safety, ride performance, and resource coordination.

Communication and Collaboration: Exceptional interpersonal skills to engage with diverse stakeholders and foster collaboration.

Problem-Solving and Adaptability: Aptitude for resolving complex issues efficiently and responding to dynamic operational demands.

Continuous Improvement: Passion for enhancing processes and developing teams to achieve long-term success.

A Merlin job is like no other. Our values—Own Your Craft, Go Together, Enjoy the Ride, Drive & Discover, and We Care—guide the behaviours that set us apart. By living these values, we bring joy, create connections, and make lasting memories for our guests, while fostering a positive and supportive environment where everyone can thrive. 

Own Your Craft: 

• Continuously sharpen your expertise, seek personal growth, and help others to develop in their roles. 
• Actively listen to feedback and integrate it into improving performance. 
• Stay curious and draw inspiration from both industry and the broader world to keep at the cutting edge of entertainment. 

Go Together: 

• Foster strong, trusting relationships by collaborating with colleagues across teams, locations, and cultures. 
• Work together to solve problems, leveraging diverse perspectives to find the best solutions. 
• Commit to decisions once made, and act swiftly to drive progress and deliver results.

Enjoy the Ride: 

• Bring a sense of fun, positivity, and energy to the workplace, creating a joyful environment. 
• Support and encourage others during challenges, viewing setbacks as opportunities to learn and grow. 
• Cultivate a welcoming atmosphere where people feel valued, included, and like they belong. 

Drive & Discover: 

• Take ownership of your work, delivering excellence by seeing tasks through to completion. 
• Prioritise tasks that have the greatest impact, focusing on quality over quantity. 
• Proactively explore new opportunities to improve guest experiences, taking calculated risks to drive innovation

We Care: 

• Go above and beyond for both guests and colleagues, showing thoughtfulness in every interaction. 
• Uphold uncompromising standards of safety, security, and welfare, prioritising the well-being of everyone. 

Actively contribute to making a positive impact on the environment and local communities, demonstrating social responsibility

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!