Job Description

What you'll bring to the team

Zonal Operations Manager

Location: Chessington World of Adventures, Surrey, KT9 2NE

We are recruiting for a Zonal Operations Manager to join our AWESOME Operations Team!

As a Zonal Operations Manager, you will be a key leader within resort operations, responsible for overseeing the day-to-day performance of a designated zone. You will ensure operational excellence across rides, commercial units, guest facilities, and overall presentation, delivering a consistently outstanding guest experience. Acting as the primary point of contact for your zone, you will manage escalations, coordinate resources, and maintain high standards of cleanliness, safety, and service at all times.

You will lead, support, and inspire a multiskilled team, fostering a culture of engagement, collaboration, and continuous improvement. Through regular coaching, performance management, and development planning, you will ensure your team consistently delivers exceptional service aligned to brand standards. You will also take ownership of workforce planning, operational readiness during peak periods, and ensuring all teams are well-briefed and aligned to business priorities.

A strong focus on data-driven decision making is essential in this role. You will monitor operational performance and guest feedback, using insights to optimise resources, improve standards, and enhance the overall guest journey. You will proactively identify risks, implement improvements, and contribute to wider operational initiatives, working cross-functionally to drive performance across the resort.

Health, safety, and compliance are central to the role. You will ensure all policies, procedures, and regulatory requirements are adhered to, including risk assessments, training compliance, and incident management. Acting as a role model for safety and operational excellence, you will lead responses to incidents, promote best practice, and ensure a safe and enjoyable environment for guests and colleagues alike.

Qualifications & Experience

• Proven experience in a leadership role within operations, hospitality, leisure, or a similar environment
• Strong ability to lead, coach, and develop high-performing, multiskilled teams
• Excellent operational awareness, with experience managing performance, safety, and guest experience simultaneously
• Demonstrated experience managing escalations and delivering effective, customer-focused resolutions
• Strong analytical skills, with the ability to interpret data and drive continuous improvement initiatives
• Excellent communication and interpersonal skills, with the ability to collaborate across teams and stakeholders
• Effective problem-solving skills with a proactive, solution-focused mindset
• Experience working with compliance frameworks, health & safety policies, and operational procedures
• High attention to detail, ensuring standards are consistently upheld across all areas of responsibility
• Adaptable and resilient, with the ability to perform in a fast-paced, high-pressure environment
• Proven ability to build relationships with internal teams, contractors, and external partners
• Strong organisational and decision-making skills, with the ability to prioritise and manage competing demands

Benefits

• 40% discount off LEGO® sets and products on the online LEGO Store!
• Merlin Magic Pass: 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world!
• 25% discount in Merlin retail shops and restaurants (a brilliant extra treat when you’re using your Magic Pass to visit!)
• Staff discount codes for Merlin Annual Passes to gift to loved ones!
• Private pension scheme
• Life assurance scheme
• Employee assistance programme
• Access to Perks at Work which 30,000+ national & local employee discounts
• Ongoing training & development

About Merlin

A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.

If you have any questions or if you require any reasonable adjustments, because of a disability or medical condition, please contact us by email at recruitment@merlinentertainments.biz and one of the team will get back to you as soon as possible.

Pay Range

Competitive