Zonal Operations Manager

Job Description

What you'll bring to the team

Job Title: Zonal Operations Manager

Division: Resort Operations

Location: Alton Towers Resort

Reports to: Senior Park Operations Manager

Contract: Permanent

About the Role

We’re looking for a dynamic Zonal Operations Manager to oversee the day-to-day operations of a specific zone within Alton Towers Resort. This pivotal leadership role ensures operational excellence, guest satisfaction, and adherence to brand standards across rides, car parks, commercial units, guest amenities, and overall zone presentation.

You’ll lead a skilled, multi-functional team, driving collaboration, continuous improvement, and an outstanding employee experience. You’ll also step into the Resort Duty Manager role when required, contributing to high-level operational decisions and strategies.

Key Responsibilities

• Operational Leadership: Oversee all aspects of zone operations, manage zonal leads, handle escalations, and ensure rides, amenities, and commercial units maintain high standards.
• Team Engagement & Development: Lead, motivate, and coach zonal teams; conduct briefings, performance reviews, and active coaching to ensure alignment with operational standards and SOPs.
• Guest Experience: Monitor and enhance guest satisfaction, handle escalations effectively, and work with Guest Experience teams to deliver world-class service.
• Collaboration & Communication: Build strong cross-functional relationships, share best practices, contribute to resort-wide operational improvements, and support other zones as needed.
• rand Partners: Maintain and drive operational standards in collaboration with brand partners within the zone.

Qualifications & Experience

Skills & Competencies

• Leadership & Decision-Making: Inspire operational teams, make informed decisions under pressure, and drive excellence.
• Guest-Centric Approach: Commit to delivering exceptional guest experiences through proactive service and effective resolution.
• Operational Expertise: Strong understanding of operations management, including safety, ride performance, and resource coordination.
• Communication & Collaboration: Exceptional interpersonal skills to engage with diverse stakeholders.
• Problem-Solving & Adaptability: Resolve complex issues efficiently and respond to dynamic operational demands.
• Continuous Improvement: Passion for enhancing processes and developing teams to achieve long-term success.

Benefits

Benefits

• ‘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 our Merlin Attractions across the world rising to 40 after a year’s service
• 28 days holiday (including bank holidays)
• 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

Compensation between GBP £30,000.00/Yr.-GBP £35,000.00/Yr.