The Senior Park Operations Manager plays a pivotal role in ensuring the smooth, safe, and efficient operation of all park functions. Reporting to the Director of Operations and Experience, this role involves overseeing the day-to-day management of operational teams, driving service excellence, and maintaining high safety and brand standards.
They will lead and support operational teams to ensure an exceptional guest experience, effective incident management, and delivery of commercial objectives. They will also ensure that all areas of the park are well-prepared and maintained throughout the operational season, working collaboratively with key stakeholders to deliver high performance and an engaging employee environment.
Qualifications & Experience
Key Responsibilities:
Provide overall leadership and support for daily park operations, ensuring a safe, efficient, and enjoyable experience for all guests and staff.
Act as a central point of decision-making during daily operations, including managing incidents, coordinating with teams, and resolving escalated guest complaints.
Oversee the operational readiness of the park, ensuring all areas meet brand standards and are consistently well-maintained.
Ensure a strong focus on ride availability and performance by collaborating with relevant teams to maximize uptime and operational efficiency.
Act as Resort or Zone Duty Manager as required
Lead, coach, and motivate operational teams to deliver exceptional guest service and operational standards.
Conduct regular training, briefings, and performance reviews to ensure alignment with park objectives and guest experience expectations.
Promote engagement initiatives and drive participation in team activities, ensuring alignment with the Merlin values and site objectives.
Identify and implement opportunities to enhance team development, ensuring direct reports are equipped to fulfil their roles and responsibilities and lead their own teams to the best of their abilities.
Monitor the guest experience throughout the park by analyzing guest journeys and addressing feedback proactively.
Lead by example in handling guest escalations, utilizing the guest recovery matrix, and ensuring timely and satisfactory resolution of issues.
Support the Guest Experience to champion accessibility and coordinate efforts to highlight opportunities for improvement and drive change where required.
Collaborate with the Planning and Business Support team to meet business KPIs, mystery visit targets, and group-wide guest experience strategies through objectively reviewing and improving operational processes and team training.
Build and maintain strong relationships with all Resort departments to support a seamless operation and ensuring all guest, team and business needs are met.
Collaborate with other Resort teams to support the park's readiness for peak seasons, events, and new openings, ensuring teams are well-briefed and prepared.
As a key member of the Resort incident response team ensure continuity of critical operations and clear communications between all parties involved.
Conduct daily briefings and updates and support delivery of regular operational reviews to communicate operational priorities, successes, and challenges.
Actively contribute ideas for operational improvements and share best practices across zones.
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.
Qualifications and Experience:
Proven leadership experience with the ability to guide operational teams, make sound decisions in high-pressure environments, and foster a culture of excellence.
Strong commitment to delivering exceptional guest experiences through proactive service, guest engagement, and effective issue resolution.
Comprehensive knowledge of operational management, including safety compliance, ride and attraction operations, and resource allocation.
Excellent interpersonal, communication, and collaboration skills, with experience engaging team members, stakeholders, and guests at all levels.
Demonstrated problem-solving abilities with a track record of addressing operational challenges efficiently and adapting to changing business needs.
Continuous improvement mindset focused on enhancing operational performance, developing team capabilities, and driving organizational success.
Benefits
Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.Paid Time Off (PTO).Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions.Recognition Programs and Rewards.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!
