Job Description

What you'll bring to the team

Role Details

Role

Zonal Operations Manager

Division

Resort Operations

Grade

D

Location

LEGOLAND New York Resort

Reports to

Senior Park Operations Manager

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.

Qualifications & 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.
• Act as Resort or Zone Duty Manager as required

Team Engagement & Development:

• Lead, motivate, and coach the zonal team and Operations Leads 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 and NPS is a focus.
• 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.

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.

Behaviours

A Merlin job is like no other. Our values— Own Your Craft, Go Together, Enjoy the Ride, Drive & Discover, and We Care—guide the behaviours that set us apart. By living these values, we bring joy, create connections, and make lasting memories for our guests, while fostering a positive and supportive environment where everyone can thrive.

Own Your Craft:

• Continuously sharpen your expertise, seek personal growth, and help others to develop in their roles.
• Actively listen to feedback and integrate it into improving performance.
• Stay curious and draw inspiration from both industry and the broader world to keep at the cutting edge of entertainment.

Go Together:

• Foster strong, trusting relationships by collaborating with colleagues across teams, locations, and cultures.
• Work together to solve problems, leveraging diverse perspectives to find the best solutions.
• Commit to decisions once made, and act swiftly to drive progress and deliver results.

Enjoy the Ride:

• Bring a sense of fun, positivity, and energy to the workplace, creating a joyful environment.
• Support and encourage others during challenges, viewing setbacks as opportunities to learn and grow.
• Cultivate a welcoming atmosphere where people feel valued, included, and like they belong.

Drive & Discover:

• Take ownership of your work, delivering excellence by seeing tasks through to completion.
• Prioritise tasks that have the greatest impact, focusing on quality over quantity.
• Proactively explore new opportunities to improve guest experiences, taking calculated risks to drive innovation

We Care:

• Go above and beyond for both guests and colleagues, showing thoughtfulness in every interaction.
• Uphold uncompromising standards of safety, security, and welfare, prioritising the well-being of everyone.

Actively contribute to making a positive impact on the environment and local communities, demonstrating social responsibility

Benefits

🎉 Benefits of Joining Merlin Entertainments! 🎉

🏥 Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.🌴 Outstanding Paid Time Off (PTO): Enjoy well-deserved breaks to recharge!🎢 Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions. 🎡🏆 Recognition Programs and Rewards: Celebrate your achievements and hard work!💼 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!Ready to be a part of the magic? Apply today and start your adventure with Merlin Entertainments! 🌟✨

Pay Range

USD $62,353.20/Yr.