Zonal Operations Manager - Zone 3

Job Description

What you'll bring to the team

ROLE Summary:

The Zonal Operations Manager is a critical leadership role within the Resort, responsible for overseeing the day-to-day operations of a specific geographical zone. Reporting to the Senior Park Operations Manager, this role focuses on ensuring operational excellence, guest satisfaction, and adherence to brand standards across all rides, commercial units, guest amenities, cleanliness, and presentation within the assigned zone. The Zonal Operations Manager leads a dedicated, multiskilled team, driving collaboration, continuous improvement, and engaging employee experience.

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.

Team Engagement & Development:

• Lead, motivate, and coach the zonal team 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.
  • 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.

Qualifications & Experience

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.

Benefits

• Health care options (medical, dental, and vision plans)
• Paid Time Off (PTO)
• Merlin Magic Pass for friends and family to enjoy the parks and attractions
• Recognition programs and rewards
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities

Pay Range

From USD $53,000.00/Yr.