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Director of Operations
California, USA
California, USA
United States
Full time
18 Nov 2018
19 Oct 2018
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Want to join a team that creates memorable experiences, globally, on a daily basis?

Our ideal candidate would not just call themselves an Operations Director… we are looking for a strong leader and problem solver who enjoys working in a diverse team environment. This is an awesome opportunity to join Team Merlin at LEGOLAND California Resort in Carlsbad, California! If you are a visionary leader with extensive experience in the entertainment or hospitality industry experience, we think you may be a great candidate for this exciting role.

About Us: Serious about fun!
Merlin Entertainments, plc is a business built on fun. We are the world's second-largest visitor attraction operator. We operate over 120 attractions, 16 hotels and 6 holiday villages in 24 countries across 4 continents, and we run some of the best known names in global leisure. These include SEA LIFE, Madame Tussauds, the Dungeons, the Eye brand, and LEGOLAND. Our passion is putting smiles (or screams) on people’s faces and giving our customers memorable experiences. Through creativity and a relentless drive for excellence, we aim to immerse our visitors in our brands, constantly delighting them and enriching their understanding through fun learning. In simple terms, we love what we do!

About The Role:
Responsible for the strategic planning and effective daily operations of the Park, Waterpark and SEA LIFE Aquarium

Key liaison with the internal MMM (Merlin Magic Making) Senior Project Manager to add operational expertise to ensure optimal project completion

Ensures the effective provision of services to the Resort Hotels such as Lifeguards, Entertainers, Medics and Security

This leader will be a key member of the resort's senior leadership team, driving outstanding performance that enables our continued resort growth, supports KPIs and EBITDA growth and delivers memorable experiences to our guests every day.

Position Summary
Overall responsibility for several teams, including: SEALIFE, VIP, Reserve and ride, Attractions, Park Presentations (Custodial), Wardrobe, Waterpark, Special events, Entertainments, Costume shop, Education, Resort-wide AV, Security, Medics, Welcome Experience (Admissions), Duty Management and Product Excellence.

* Emergency planning - Responsible for chairing the Accident Incident Management Team and acting regularly as Director-on-call for the Resort
* Responsible for ensuring the safety of Model Citizens (employees), guests and partners within the operation through robust operating procedures that meet local, state, federal, industry and company regulations
* Collaborates with Maintenance Director & Health & Safety Director to ensure compliance with local, state and federal standards/codes while also meeting Merlin Group objectives/policies

Product Excellence
* Drives resort standards of service excellence including Product Excellence initiatives, KPI reporting and Mystery shop analysis
* Delivers high standards of service, cleanliness, efficiencies and productivity

* Commercial responsibility for SEALIFE EBITDA/VIP and Reserve and Ride revenue targets
* Fiscal responsibility for complex budget management

Force for good/Corporate Social Responsibility
* Through leadership of Senior Managers in the Resort, enable the successful local activity of the Company’s charities, Merlin’s Magic Wand and SEA LIFE Trust, alongside sustainability initiatives (“Green Wave”)

* Serves as a member of the executive leadership team and develops and supports LLCR’s strategic and operating plans
* Leads beyond authority in planning, policy and direction setting, problem solving and decision making with other members of the management team
* Inspires and motivates a large team, across multiple disciplines, to deliver on agreed goals and objectives
* Requires strong interpersonal and influencing skills to communicate to a wide range of internal and external stakeholders

Background and Experience
Requires at least 10 years of progressive experience in the entertainment or hospitality industry. Requires at least five years of management experience in a theme park or in the attractions industry; experience in a LEGOLAND is a plus.

A successful track record in planning, directing and managing large-scale park operations is essential, with strong analytical thinking and decision making skills (particularly in project management, contracting and budgeting).

Must possess strong people management skills with ability to set performance standards and manage against objectives, and effectively coordinate the utilization of internal and external resources.

A bachelor’s degree in business, recreation or closely related field (or equivalent education and experience) is preferred.

About The Benefits
In return, you will find a competitive salary and benefits package (including a medical, vision, dental, life insurance, share program opportunities, and benefit from free entry to all of our Merlin attractions which also extend to family and friends. In addition, you can expect continued growth of joining an exciting, global organization.
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