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Competitive
Job description:
Do you want to work in a fun and energetic environment with the core value of having fun in everything you do? Then apply to work at LEGOLAND Florida Resort! Be a part of building long-term relationships at a world-class destination. Here, you will work in an imagination land built for kids to take the lead and geared towards family fun! As the newest player in the theme park capital of the world, LEGOLAND would love to bring in your excitement and energy for becoming number one in the league!

LEGOLAND Florida Resort is looking for a Head of Product Excellence to join the LEGOLAND Florida Resort Team.

About the Head of Product Excellence role:
Reporting directly to the General Manager - LEGOLAND Florida Resort, the Head of Product Excellence is responsible for the effective development, implementation and measurement of quality initiatives and quality standards across the park, in order to provide the best guest experience. The role provides guidance, advice and management direction across the business with focus on key drivers to high satisfaction and recommendation, such as quality & number of experiences, employee engagement, queue processes, cleanliness & F&B experiences, monitoring issues that negatively impact the experiences and driving solutions.

Key Objectives include but are not limited to:
1. Develop and implement park-wide quality standard and customer service strategies – in conjunction with the GM, Ops Director and HR Director.

2. Use innovation and best practices to ensure LEGOLAND Florida Resort is an industry leading attraction with regards to customer service.

3. Continually review all key quality and guest satisfaction measurements to ensure they are relevant to the maximization of revenue via customer satisfaction and drive actions to ensure key KPIs exceed targeted scores. Continually review the formats and processes of communication with regards to the key measurements; ensure timely communication of key Stats to all departments; ensure weekly reporting to Merlin Entertainments

4. Development of a system of systematic objective analysis and evaluation of the service/product offered:
- Collaboration with the Ops Director to ensure monitoring of ride usage and availability, production of related technical and operational stats and regular assessment of queuing processes to maximum ridership;
- Collaboration with the Food & Beverage Director in the driving of an F&B customer service focused workgroup, system of quality analysis and benchmarking of LEGOLAND Florida Resort F&B products and services and collaboration in the creation of action plans aimed at the maximization of revenue and guest perception of Value for Money;
- Collaboration with the Maintenance Director and site department heads to conduct continuous improvement evaluations with regards to the product structure (areas in view and/or use of the public which needs improving/maintenance, etc.)

5. Monitor and recommend improvements to all site based on KPI survey collection and champion Mystery Shopper process across the park

About you:
- College degree (AA/BS/BA) required
- 7-10 years of experience within a guest/customer service environment
- Experience in a fast moving customer services orientated environment
- Proven ability to motivate a team to meet or exceed KPI targets surrounding Guest Satisfaction
- Ability to demonstrate initiatives that you have been involved in to improve quality and service
- Passion for the Guest/Customer Service environment
- Skilled in problem analysis, problem-solving and decision making
- Excel knowledge; extremely comfortable compiling and manipulating data
- Must possess outstanding written and verbal communication skills, as well as listening skills and reading skills
- Track record of working collaboratively with others to achieve desired results
- Innovation and strong leadership is a key requirement of the role, as well as strong negotiation skills and the ability to gain people’s support for an idea or initiative

About the benefits:
In addition to a fun and friendly environment, you will also find a competitive salary and benefits package including but not limited to medical, vision, dental, life insurance, flexible spending accounts, a range of voluntary benefits, paid time off, share program opportunities, bonus profit sharing program, tuition assistance, free entry to all of our Merlin attractions which also extends to family and friends, free unlimited usage of the local transit system, and much more. Furthermore, you will enjoy continuous support and opportunities to branch out and develop your career within LEGOLAND and Merlin Entertainments plc.

About us:
LEGOLAND Florida Resort is a 150-acre interactive theme park dedicated to families with children between the ages of 2 and 12. With more than 50 rides, shows, and attractions, and uniquely themed LEGOLAND Water Park, LEGOLAND Hotel, and LEGOLAND Beach Resort inspired by the LEGO and DUPLO brands, LEGOLAND is geared towards family fun!

LEGOLAND Florida Resort is part of Merlin Entertainments plc. A business built on fun, Merlin is a global leader in location-based, family entertainment. As Europe's Number 1 and the world's second-largest visitor attraction operator, Merlin now operates over 100 attractions, 15 hotels, and 6-holiday villages in 24 countries and across 4 continents. Our aim is to deliver unique, memorable, and rewarding experiences to millions of visitors across our growing estate of the best-known names in global leisure.

We know this is a great place to work, but don’t just take our word for it.
Competitive
Job description:
(Consumer based)

Welcome to Merlin Entertainments!

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 Merlin Entertainments Midway North America Attractions in New York, NY!

About The Role
The successful candidate will be at the center of the magic and act as a center of excellence for market and customer intelligence and will deliver compelling insights that drive the Midway North America marketing strategy and product development. The Customer Insights Manager will shape the future of our customer initiatives.

Please Note: preferred experience is consumer based analytics

- Collect data on customers, competitors and market place, and consolidate information into actionable insights, reports and presentations
- Understand business objectives and insight needs, collect and interpret complex data, formulate reports and deliver actionable recommendations
- Design, implement and analyze custom research studies to discover prospective customers’ preferences
- Compile and analyze internal and external statistical data using modern and traditional analytics methods
- Catalogue findings to databases
- Provide competitive analysis on various companies’ market offerings, identify market and industry trends, pricing/business models, sales and methods of operation
- Act as the voice of the customer across all touch points in the division
- Perform valid and reliable SWOT analysis
- Present insights summaries, detailed findings and actionable recommendations to internal stakeholders, including leadership / execute team members.
- Recommend new technologies so as to ensure the advancement of technology architecture and data within organization Market Intelligence needs

Qualifications and Experience:
- Bachelor’s degree in Business, Finance, Statistics (or related major)
- Minimum of 4 years of experience in data-intensive marketing, business, or financial analytics role
- Outstanding statistical and data mining skills
- Well-developed SQL skills
- Proficient with data visualization Tableau
- Extreme excel proficiency
- Demonstrated business analysis skills, including sales tracking, campaign tracking and analysis and consumer research
- Experience working with standard business intelligence tools (i.e. Google Analytics)
- Exceptional verbal and written communication skill, and ability to tell stories with data
- Proven ability to operate in a fluid, fast-paced environment
- Strong communication skills and ability to explain complex analytics in business terms
- Strong problem-solving abilities and critical thinking
- General Marketing knowledge
- Keen attention to detail
- Bonus points for retail / travel / entertainment industry experience

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.
Competitive
Job description:
We are SEA LIFE Charlotte-Concord and we are part of the magical Merlin Entertainments!

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 SEA LIFE Charlotte-Concord!

About The Role
We are now looking for a General Manager with key focus on the strategic and operation leadership of our dynamic attraction. You will be responsible for delivering and continuous development of financial, brand and quality, and customer targets as set out in the overall company vision and strategy. You will also need to lead and develop your team and establish yourself quickly with a high-profile role in local commerce and tourism bodies and the local community for the benefit of the business.

Responsibilities:
- Proposes business plan, CAPEX and budget strategies for the attraction.
- Implements relevant health and safety legislations and requirements for the attraction.
- Runs the day to day operation of the attraction to ensure the highest operational standards and product excellence.
- Ensures strong and co-ordinated delivery of attraction marketing strategies by working with the marketing teams.
- Implements consistent operation of all financial controls achieving minimum standards set by internal audit.
- Ensure all Capex projects are rationally justified, delivered on time, on budget and to desired specifications.
- Lead daily team briefings and demonstrate the group values at every opportunity.
- Reviews and approves preparation of accounting analysis for all capital expenditures.
- Controls costs to ensure margin consistency.
- Reduces total costs as a percentage of turn over to ensure enhanced margin performance.
- Reviews analyses of activities, costs, operations and forecast dates.
- Leads the budget planning process.
- Responsible for the day-to-day activities of the attraction.
- Responsible for the delivery of KPI’s and mystery shop reports that meet and or exceed budget.
- Demonstrates a passion for excellent guest service and lead the whole of the team towards the same goal.
- Acts as the spokesperson for the attraction for significant PR events.
- Leads the delivery of the team briefings.
- Demonstrates excellent commercial awareness and strong P & L knowledge and use this to establish clear and consistent targets
- Contributes towards the marketing strategy and the brand product development particularly promotions and guest numbers to balance the commercial aspirations with the need to deliver improved guest service
- Motivates and coaches staff throughout the attraction to maximise sales opportunities and ensure secondary spend targets are met.
- Works with marketing team to implement brand delivery actions throughout attraction.
- Represents the attraction within monthly marketing reviews.
- Ambassador Attraction and become an active participant within local and regional tourism forums building partnerships and beneficial opportunities.
- Host attraction visits with, Divisional Director, Regional General Manager and members of Merlin’s Executive as appropriate.
- To lead/direct management team by agreeing innovative ways to continually keep the vision fresh and motivating which will then be cascaded to the entire attraction.
- Develops direct reports
- Ensures all employees are included in the Merlin PDP scheme and set reviews are conducted in a timely and responsible manner.
- Creates a culture of trust and empowerment.
- - Works closely with the HR Manager to develop and implement HR strategies.
- Leads by example and is the perfect role model for all customer-facing staff to follow.
- Adopts an enthusiastic, assertive and passionate approach to Customer Service, and demonstrates the Group values at every opportunity.
- Actively encourages and supports new and innovative ideas from all team members on how to improve the business.
- Through our vision and values, support and direct managers to meet the objectives set and in doing so these objectives must be cascaded down to the teams.

About You
- Minimum 1 year of operations/general management experience within a visitor attraction, theme park, museum, hotel, theater or entertainment capacity.
- Knowledge of financial reporting, budgets, and forecasting.
- Knowledge of marketing, health and safety, and HR preferred.
- Engaging personality. Ability to think strategically and solutions and improvement focused.
- Strong computer skills. Ability to utilize standard software applications to include MS Office suite and advance excel skills a plus.
- Proven ability to work on multiple projects simultaneously and multi-task as necessary.
- Possess strong communication skills (both verbal and written).
- Desire to work in fast-paced environments.
- Must be flexible to work shifts outside normal business hours, may include some weekends, and holidays.

Education:
Bachelor's degree in business, economics, finance, or related field.

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.
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