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Careers with Madame Tussauds

2 jobs with Madame Tussauds

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Job location: Orlando, FL, USA
Job description:
Be a part of the A-listers at Madame Tussauds Orlando!

Do you have the Magic in you to create memorable experiences all for the love of fun? Do you wish to cast a spell of laughter and enjoyment to the people around you? Want to join a team that creates smiles and memories globally on a daily basis. Then you have the magic to be Team Merlin at Madame Tussauds Orlando!

About The Role
Manage a team of fun driven and enthusiastic magic and memorable experience makers. The Guest Experience Manager will lead the Guest Experience Teams in their goal of delivering unique, memorable , and rewarding experiences to all our guests.

• Creates, defines and leads a consistently positive and enthusiastic approach to all aspects of guest interaction at all times.
• Develop a strong and effective Guest Service strategy to increase KPI and Mystery Shopper scores.
• Ensure that the attraction is presented and maintained to Merlin Entertainments, plc acceptable standards in all areas at all times.
• Act as the Health and Safety Champion for the attraction, driving Health and Safety programs and initiatives.
• Take an active role in devising Health and Safety best practices.
• Identify and execute a strong succession plan for all levels of the Guest Experience department
• Monitors standards of service and guest response via the KPI feedback devices.
• Monitors team performance in regards to achieving KPI and Mystery Visit targets.
• Recommends short and long term changes through feedback, daily reports and proposals.
• Drive and motivate the supervisors, team leads, and front-line staff.
• Work with the Studio team to ensure all wax figures are up to guest satisfaction standards.
• Perform other duties as assigned.

About You
• Minimum of 2-3 years of service industry experience with 1-2 years of operations experience in a visitor attraction, theme park, museum, hotel or theater environment; or equivalent combination of experience and education.
• Experience of maintaining flexibility and the highest level of service in high-pressure and/or stressful situations.
• Proven ability to work on multiple projects simultaneously and multi-task as necessary.
• Extensive knowledge of computer including Microsoft Office - Excel, Outlook and Word.
• Desire to work in fast-paced environments.
• A natural team leader with a confident, assertive but approachable personality.
• Enthusiastic, boundless and infectious energy about the business and the ability to enthuse others.

High School Diploma or GED required. College degree preferred.

About The Benefits
In return you will find a competitive salary and benefits package (including a medical, vision, dental, life insurance and 401(k) matching plan offering), 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.

About Us
Merlin Entertainments, plc Merlin Entertainments is a business built on fun. We are the world's second-largest visitor attraction operator. We operate over 100 attractions, eight hotels and three holiday villages in 22 countries across four continents and we run some of the best known names in global leisure. These include the likes of SEA LIFE, Madame Tussauds, the Dungeons, the Eye brand, and LEGOLAND. Whether you are serving delicious food, working in the office, maintaining the attractions, entertaining guest or operating rides, the objective is to provide a truly memorable experience and a great day out for all members of the family.

We offer flexible opportunities, in a totally unique environment. We know this is a great place to work, but don’t just take our word for it…click here to see us in action!
Job description:
About The Role
The successful candidate will work with the Regional Sales Manager to develop and grow incremental group sales channels and execute a successful community activation program for local partners on Fisherman’s Wharf. They will ensure that all local partners are up to date with updated imagery, video content, collateral and “what’s happenings” within our San Francisco attractions.

* In collaboration with the Regional Sales Manager, helps to manage the relationships with local resellers in order to maintain existing business and drive incremental growth in visitor numbers.
* Adopts an enthusiastic, assertive, and passionate approach to guest service, and demonstrates the Merlin Values at every opportunity.
* Ensures brand awareness and accuracy of information, by notifying and training sales agents of reseller clients, partners and admissions staff about new product development and events.
* Works with clients on a daily/weekly basis to assist with edits to websites, newsletters, brochures, POS materials and e-blasts to ensure they have the most current product information.
* Works with the Regional Sales Manager and Head of Trade Sales to ensure that premium exposure is secured for the attractions with trade sales clients utilizing and promoting the newest assets for the San Francisco Dungeon and Madame Tussauds San Francisco to generate maximum visitation.
* Assists Regional Sales Manager in delivering visitor volume and revenue with a specific focus on top performing local accounts in line with the overall attraction marketing & sales strategy.
* Services existing accounts and obtains orders, by planning and organizing daily work schedule to call on existing or sales outlets and other trade partners via email, phone or in person meetings.
* Ensures that new clients are set up in the ticketing system and all approvals are secured from Marketing, Operations and Finance as required.
* Coordinates sales events such as client familiarity trips, educational seminars and birthday parties.
* Represents the attraction at travel industry events or promotional events as assigned.
* Develops, implements, and manages a customer referral or promotional program with concierges, restaurants, shops, and other establishments up and down Fisherman’s Wharf and other key tourist areas, such as Union Square and Pier 39.
* 50% of the time is spent visiting and building relationships with front of house clients and concierges, ensuring that they are aware and offering Madame Tussauds San Francisco and the San Francisco Dungeon as a must-see destination to all guests and tourist inquiring and ensuring that all clients and concierge have the most updated hours and collateral.
* Notifies and trains Admissions team about new clients and any specific policies and procedures related to them to ensure good customer service.
* Heavy telephone, email and in person contact with internal and external contacts.
* Keeps Management informed of happenings on the Wharf and within the San Francisco Tourist Markets Assists Regional Sales Manager with daily, weekly and monthly reports of client sales and revenue
* Adjusts content of sales presentations by studying the type of sales outlet or trade partner.
* Monitors competition by gathering current marketplace information on pricing, products, new exhibitions, etc.
* Recommends changes in products, service, and policy by evaluating results and competitive developments.
* Resolves customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to management.
* Contributes to team effort by accomplishing related results as needed.
* Performs special projects and other responsibilities as assigned and participates in task forces and committees as requested.

About You
* Enthusiastic about a career in sales & marketing!
* The ability to network and influence across the leisure, tourism and business sectors.
* Excellent communication (both verbal and written), negotiation, interpersonal and organizational skills will be vital in driving visitor numbers to the attraction.
* Possess strong communication skills (both verbal and written).
* Strong computer skills. Ability to utilize standard software applications to include MS Office suite including Word, Excel, and Power Point.
* Proven ability to work on multiple projects simultaneously and multi-task as necessary.
* Highly organized, flexible, and willing to complete tasks within deadlines.
* Desire to work in fast-paced environments.
* Commercially astute with strong budget management and forecasting abilities.

Bachelor's degree in Marketing, Communications or equivalent combination of experience and education.

* Requires valid driver’s license, acceptable driving record, and willingness to utilize own vehicle for business purposes. Must maintain acceptable driving record.
* Requires travel within geographic territory and to attraction on Fisherman’s Wharf, San Francisco, CA. May also require additional travel.
* Must be willing to work flexible hours, including evenings and weekends as needed to support sales.
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