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Job description:
An extraordinary journey awaits you at SEA LIFE Charlotte Aquarium!

About The Role
Manage a team of fun, driven, enthusiastic, magical, and memorable experience makers. We are now looking for an experienced Operations Manager to join our Management Team. The Operations Manager is responsible for the day-to-day smooth and profitable operation of our dynamic attraction and has the ability to work at a quick pace and exhibit situational flexibility. Through diligent work and optimal fun you will strive to achieve the financial targets as well as lead and develop your team.

- Manage the Guest Experience and Admissions areas of the business ensuring the delivery of a seamless visit consistent with corporate brand image.
- Manage the on-site maintenance of the attraction, ensuring a presentable, long-term quality attraction
- Lead the Guest Experience and Admissions employees in their goal of delivering rewarding and memorable experiences.
- Meets secondary spends, KPI and Mystery Visitor targets while controlling labor, cost of sale and other expense budgets.
- Ensure and employees are in a clean and safe environment that meets health & safety standards as set by company as well as local rules and regulations at all times.
- Monitors standards of service and guest response to overall product, through observations and guest comments.
- Monitors the visual appeal of the attraction and recommends short and long term changes for approval
- Drive the culture of the operations team through recognizing and rewarding team members
- Act as a Duty Manager when business needs dictate, by overseeing and coordinating the smooth day-to-day running of the attraction.
- Assist with the effective management of commercial areas of the business ensuring the delivery of a seamless visit consistent with corporate brand image.
- Maximize the profile of the aquarium locally, in the absence of the General Manager
- Manages up to 5-6 direct reports; up to 70 indirect reports.
- Manages the Mystery Shop program
- Works closely with HR to ensure all policies and procedures are followed in accordance with company policy and applicable laws.
- Coaches and motivates staff to provide best possible guest experience, to maximize sales opportunities and to ensure admission and commercial spend targets are achieved.
- Perform other duties as assigned

About You
We are looking for a highly self–motivated leader with proven success managing operational teams. Passion for providing excellent experiences to our guests is critical. This combined with your excellent communication, negotiation, interpersonal and organizational skills will be vital in driving visitor numbers to the attraction and getting the most out of your team.

- Minimum of 3 years of management experience required including a visitor attraction, theme park, museum, hotel or theater environment; or equivalent combination of experience and education
- 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.
- Must be flexible and able to work a variety of shifts, including days, nights, weekends, holidays and special events.

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, benefit from free entry to all of our Merlin attractions worldwide - which also extend to family and friends, and much more. In addition, you can expect continued growth of joining an exciting, global organization.

About Us
Merlin Entertainments, plc. 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:
Position Summary:
Maintains organization of SEA LIFE areas. Works as part of a team with other facilitators.  Maintains training and skills for all education programs. Maintains organization and readiness of SEA LIFE areas. Communicates SEA LIFE and Merlin Entertainment values of creativity, discovery, exuberance, and innovation to groups and regular guests and facilitates the unstructured guest experience by encouraging, interacting, and demonstrating.


General Aquarium Operations
- Works in a team rotation with turnstiles, ticket booths, touch pools, and various other experienced throughout the experience.
- Encourages guest participation and interaction in SEA LIFE.
- Inspires children by playing with props and demonstrating possibilities of the materials, if applicable, while maintaining an open-ended approach.
- Floats within area and directly communicates with guests by greeting, explaining, demonstrating.  Is alert to guests need for assistance and independence.
- Facilitates public talks using public announce systems and microphones.
- Shows ownership of responsibility for area and materials.  Maintains logs for attendance, incidents, materials repair, etc.
- Ensures aquariums are clean, organized and ready to open on a daily basis. Assist in clearing the building for closing.

Instructor for Children and Families
- Establishes immediate rapport and communicates well with children, families, and school groups.    
      - Maintains order and structure and facilitates investigative learning, while maintaining atmosphere of discovery, creativity, and playfulness. Enjoys performing.        
   - Listens to and accepts feedback.  Reflects understanding of feedback.
- Maintains excellent knowledge of all hands-on program content, and is thoroughly familiar with aquarium displays and species, in order to reference and recommend extended learning.
- Maintains meticulous organization of SEA LIFE area and materials.
- Informally surveys teacher and child satisfaction with program, communicates suggestions.  Gives input regarding programs’ strength and weakness.  Encourages school guests to complete satisfaction surveys.

Animal Care
- Maintains safety and well-being of all animals, in touch pools specifically, while in and out of tanks.
- Able to make decisions to provide the best environment for every animal and is comfortable dealing with aquatic excrements and smells for long periods of time.

Organizational Skills
- Shows ownership of responsibility for area and materials.  Maintains logs for attendance, incidents, materials repair, etc. 
- Supervises orderly clean-up of materials, and checks  that materials are complete and ready for next group.
- Makes suggestions for improvements in procedures to increase efficiency and guest satisfaction.  Runs groups on time to ensure quality and integrity of program.
- Maintains overall cleanliness and beautification of SEA LIFE, including, but not limited to, sweeping, stocking the restrooms, and helping pick up trash.


Background and Experience
- Experience with teaching or guiding children recommended.  Demonstrated ability to manage group in a relaxed manner is recommended. 
- Requires the ability to multi-task and have a flexible, calm and effective response to conflicts or difficult interpersonal situations. 
- Quick, flexible learner who enjoys children.
- Experience with Microsoft Word, Excel, and Powerpoint helps. 
- Experience with science curriculum and/or biology or marine biology a plus.  Requires enthusiastic presentation skills and willingness to learn content.

- High school diploma or general education degree (GED) is recommended. College education, teaching experience,  knowledge of child development a plus.

Other Requirements
- Ability to sit for sustained periods of time to attend on-site and off-site meetings and complete paperwork activities.
- Intermittent and prolonged standing and walking to move about the aquarium and interact with employees.
- Ability to keep hands and arms in salt and freshwater for long periods of time while interacting with guests.
- Finger dexterity sufficient to complete paperwork activities and to use a computer.  Must be able to lift up to 30 lbs.
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