Join LEGOLAND California Resort in Carlsbad as a Hotel Operations Lead (Zonal Park Operations Lead) on a full-time basis. In this role, you will oversee daily park operations, lead and develop frontline team members, and ensure an exceptional guest experience in a fast-paced environment with flexible working hours.
Requirements
Previous leadership or supervisory experience in attractions, hospitality, retail, entertainment, theme parks, tourism, or guest-facing environments
Strong communication, coaching, and problem-solving skills
Confidence in handling guest concerns and making decisions under pressure
Flexible availability including weekends, holidays, and peak periods
No specific degree requirement stated
Skills & Responsibilities
Leadership and Coaching: Lead, coach, and motivate a team of Model Citizens through daily pre-shift briefings and real-time on-the-job training.
Guest Relations: Serve as the primary point of contact for guest escalations, delivering effective service recovery and driving NPS initiatives.
Operational Readiness: Manage opening and closing procedures, maintain visual and cleanliness standards, and coordinate team deployment.
Safety and Compliance: Ensure operational safety standards are followed, support incident management, and report hazards promptly.
Potential transition routes: People from retail supervisor, hospitality shift manager, or guest services team lead roles may bring strong team leadership and customer service skills, alongside meeting the required operational experience.
Job description
What you'll bring to the team
Build Awesome Experiences. Lead with Purpose.
At LEGOLAND® California Resort, every day is an opportunity to create unforgettable family memories. We're looking for passionate, energetic, and hands-on leaders to join our team as a Zonal Park Operations Lead.
In this role, you'll be at the heart of the action, leading daily operations within one of our key park areas, including Attractions, Admissions, Retail, Build Experiences, SEA LIFE Aquarium, or Water Park. You'll support and inspire our Model Citizens, champion guest satisfaction, and ensure every experience meets the high standards our guests expect from the LEGOLAND brand.
If you thrive in a fast-paced environment, love developing people, and enjoy creating extraordinary guest experiences, we'd love to hear from you.
What You'll Be Doing
Lead the Operation
Oversee the daily operation of your assigned area, ensuring safety, efficiency, and exceptional guest experiences.
Support frontline operations during peak periods and operational needs by working alongside your team.
Manage opening and closing procedures, operational readiness checks, and maintenance communication.
Coordinate team deployment and break schedules to maintain seamless guest service.
Create Memorable Guest Experiences
Serve as the first point of contact for guest concerns and escalations.
Deliver effective service recovery solutions and turn challenges into positive experiences.
Role model LEGOLAND's guest-first culture and service standards.
Support Net Promoter Score (NPS) initiatives by driving guest satisfaction throughout your area.
Inspire and Develop Your Team
Lead, coach, and motivate a team of Model Citizens throughout daily operations.
Deliver pre-shift briefings and communicate priorities, updates, and operational goals.
Provide real-time coaching and on-the-job training to support team development and performance.
Foster a positive, inclusive, and engaging work environment that reflects Merlin's values.
Champion Safety and Compliance
Ensure operational safety standards and company procedures are consistently followed.
Support incident management and emergency response situations, including evacuations when required.
Identify and report hazards, safety concerns, and maintenance issues promptly.
Maintain World-Class Standards
Ensure exceptional cleanliness, presentation, and operational readiness throughout your area.
Monitor signage, visual standards, and overall guest-facing appearance.
Support special events, entertainment offerings, educational experiences, and interactive activations.
Collaborate Across the Resort
Partner closely with fellow Leads and Park Operations Managers to deliver a seamless guest journey.
Communicate operational updates, staffing needs, and emerging priorities proactively.
Help create an environment where both guests and Model Citizens can have an awesome day.
Qualifications & Experience
What We're Looking For
Previous leadership or supervisory experience in attractions, hospitality, retail, entertainment, theme parks, tourism, or guest-facing environments.
Strong passion for delivering exceptional guest experiences.
Ability to lead teams in a fast-paced, constantly changing environment.
Excellent communication, coaching, and problem-solving skills.
Confidence handling guest concerns and making decisions under pressure.
Commitment to safety, operational excellence, and team development.
Flexible availability, including weekends, holidays, and peak operating periods.
Benefits
Benefits of Merlin Entertainments
· Excellent health care options (medical, dental, and vision that encourage preventative care).
· Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.
· Merlin Magic Pass for friends and family to enjoy the parks & attractions
