Senior Leisure Operations Manager

Job Description

What you'll bring to the team

About the Role

We are seeking a dynamic and experienced Senior Leisure Operations Manager to lead the delivery of exceptional guest experiences and robust Health & Safety compliance across our leisure operations. Reporting to the Head of Hotel Operations, you will oversee a large and diverse team responsible for the smooth running of all leisure facilities, including rides, amenities, and associated guest experiences.

You will play a pivotal role in driving operational excellence, improving performance, and ensuring that every guest enjoys a seamless, safe, and memorable visit.

Key Responsibilities

• Operational Leadership
• Implement and maintain high service standards across all leisure operations.
• Ensure operational excellence across rides, facilities, guest amenities, cleanliness, and commercial areas.
• Monitor KPIs and drive performance improvements across all teams.
• Oversee operational readiness, uptime, and communication across departments.
• Step into Duty Manager responsibilities when required, including incident management.

Team Engagement & Development

• Lead, inspire, and develop zonal managers, team leads, and lifeguards.
• Foster a culture of engagement, wellbeing, safety, and continuous improvement.
• Deliver regular team meetings and set clear objectives aligned with business strategy.
• Create a positive, fun, and high-performance working environment.
• Apply strong leadership to support front-line teams and minimise operational challenges.

Guest Experience

• Consistently exceed guest expectations through proactive operational planning.
• Use guest feedback and data insights to drive continuous improvement.

Health & Safety

• Ensure all risk assessments are completed and maintained in line with policy.
• Lead compliance with Merlin policies, RLSS guidance, and legislative requirements.
• Oversee audits, safety checks, and incident response procedures.
• Ensure all team members are fully trained, competent, and compliant.
• Champion a proactive safety culture, encouraging ideas and improvements.

Qualifications & Experience

Qualifications

• National Pool Lifeguard Qualification (NPLQ)
• Trainer Assessor Qualification (TA) for NPLQ
• Pool Plant Operator Qualification (PPO)
• Swimming Pool Technical Operator Qualification (SPTO)
• National Pool Manager Qualification (NPMQ)

Skills & Competencies

• Proven leadership in high-volume operational environments.
• Strong decision-making ability under pressure.
• Guest-focused mindset with a passion for service excellence.
• Strong operational knowledge including safety, compliance, and resource planning.
• Excellent communication and stakeholder engagement skills.
• Strong problem-solving ability and adaptability.
• Commitment to continuous improvement and team development.
• Flexible approach to working patterns and business needs.

What We’re Looking For

We are seeking a proven, inspirational operational leader with a strong track record of delivering results in fast-paced, high-volume, guest-focused environments. You thrive under pressure, bringing clarity, structure, and energy to complex operations while leading large, diverse teams with confidence and authority.

You are accountable, commercially aware, and relentlessly driven by exceptional guest experience, operational excellence, and uncompromising safety standards. You don’t just maintain performance, you elevate it, creating high standards and embedding a culture of ownership and pride across your teams.

You combine strong leadership presence with a hands-on approach, ensuring consistency, quality, and engagement at every level of the operation.

Benefits

• 28 days holiday (including bank holidays)
• ‘Enjoy the Ride’ Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones!
• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world rising to 40 after a year’s service
• Company bonus
• Private pension scheme
• 40% discount online off LEGO
• 25% discount in our on-site retail shops and restaurants
• Ongoing training and development opportunities
• Plus, many more…

Pay Range

Competitive