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Job location: Carlsbad, CA, United States
Job sector: director
Job description:
Welcome to Merlin Entertainments!

Do you want to join a team that creates memories globally on a daily basis? Our ideal candidate would not just call themselves a Retail Director – they will have experience in a wide range of areas, from retail operations, merchandising, buying and more! We are looking for a strong leader and creative thinker who enjoys working in a diverse team environment. This is an awesome opportunity to join Team Merlin at LEGOLAND California Resort in Carlsbad, California!

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.

Position Summary:

Full P&L accountability with responsibility for planning and forecasting in line with frameworks agreed with the Finance Director. Ongoing tracking and corrective actions as necessary to ensure retail budgets are delivered within cost frames and gross profit margins.

Responsible for the daily operation of all retail shops, carts and stands in the park. Oversee contracts with concessionaires and ensure operations meet standards and operating procedures. Responsible for purchasing, managing inventory and retail warehouse operations. Oversees specific projects or aspects of retail as assigned; coordinates, researches and develops plans for retail offering in the park, including new product introductions. Develops specifications for buying and inventory procedures. Sources suppliers and manufacturers, with consideration to approved LEGOLAND product suppliers. Collaborates directly with Group Retail and builds synergy with other LEGOLAND parks.

1. Retail Offering: Maintains and enhances the park’s retail offering. Utilizes experience gained from the retail programs developed for other LEGOLAND parks and current operating experience to improve the California retail program performance. Sources and establishes vendors for concession operations. Utilizes product suppliers and manufacturers, with consideration to approved and potential LEGOLAND product suppliers. Develops plans for the successful introduction of new and existing products and product lines, ensuring they are on-brand and market leading.

2. Retail Shops and Merchandising: Participates in the layout and configuration of furnishings, equipment and displays for retail shops. Creates a display and merchandising strategy that maintains the highest of standards, product mix, and showcases LEGO products and licensed products through excellent visual merchandising.

3. Buying and Inventory Procedures: Establishes sources for buying products through suppliers and manufacturers approved by Group Retail. Develops key business relationships to procure high-quality products, on time, at the lowest possible cost. Determines detailed procedures for warehousing, stocking, and managing product inventory.

4. Operational Procedures: Establishes procedures and training for inventory management, customer service, store opening and closing, and cash management. Works with Security, Loss Prevention and the Finance Director to develop loss prevention procedures to minimize shrinkage. Develops staffing requirements, schedules, revenue and cost projections, and budgets.

5. Operational Leadership: Determines the organizational structure, budgeting and staffing requirements for the retail division. Provides program oversight, leadership and direction to employees in the functional areas of retail operations, merchandising, purchasing, warehouse, inventory, and concessionaires. Is responsible for hiring, development, engagement, performance management, team building and other culture and people management activities.

6. Executive Team Leadership: Serves as a member of the executive management team and develops and supports LEGOLAND California’s strategic and operating plans. Promotes and demonstrates Merlin and LEGO’s culture and core values through words and actions. Works effectively as a member of the senior leadership team to contribute to the strategic and cultural direction of the organization. Able to work independently to execute business plan within job scope. Exhibits the organizational and business savvy, and the interpersonal skills, to work effectively in a dynamic organization with inter-national and cultural differences.

7. Safety: Responsible for all aspects of Health, Safety & Security within their department, in line with the Group Policy (HS001). In particular, they must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees under their management are aware of the Group Health, Safety and Security Policy and their obligations under it. They must ensure that safe working practices are monitored and that risk assessments and procedures are reviewed regularly. Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated

Background and Experience:
Requires at least eight years of progressive experience in retail or merchandising management, preferably in a theme park or related industry. A minimum of three additional years of demonstrated leadership experience in a retail operation required. This position requires a demonstrated track record of success in developing and managing a high-quality, specialized retail program. Knowledge of computer systems, including point-of-sale and related retail and inventory management systems, is required. Requires in-depth knowledge of budgeting and scheduling, loss prevention and cash management. Strong negotiating skills are necessary to critically evaluate merchandising and purchasing decisions, including cost, quantity and quality, and to negotiate favourable terms and conditions. Effective organizational, verbal and written communication skills are required. This position requires a commitment to excellence in customer service, merchandising and sales. Strong guest service, interpersonal and supervisory skills are required.

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.
Merlin Entertainments Group
Job location: Orlando, FL, United States
Job sector: director
Job description:
Merlin Entertainments. Serious About Fun!

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
You will be in the middle of the magic, supporting the strategic business objectives of our exciting and dynamic commercial teams across Midway NA. Merlin is seeking a senior sales leader with a proven history of innovation, development and creation of high level business strategy in a competitive, dynamic and evolving market space. As Commercial Director with Merlin Entertainments, you will be responsible for successfully managing all commercial services including but not limited to, new business development and planning the day to day delivery of commercial departments including photography, food & beverage and retail.

Key Objectives:
- Define and implement a 5 year development strategy for Midway North America’s commercial offering, moving our commercial spaces to world class attraction experiences, delivering best in class SPH.
- Provide specialist leadership and guidance for the above functions in order to achieve key annual financial targets (RPC, revenue budgets, COS control, gross profitability and EBITDA)
- Ensure best in class standards and guest satisfaction though both day to day operations and development of our food retail spaces though Capital investment

Main Responsibilities:

- Lead the day to day commercial performance, of those categories within the job role.
- Drive operational efficiency using commercial expertise so that more resources can be moved into customer facing activities to add value to guest satisfaction and spend.
- Ensure that the agreed store standards are delivered in all retail, photography and food units. To regularly assess & review these standards are being upheld.
- Take ownership and deliver guest satisfaction and service standard KPIs for the Midway London secondary spends.
- Facilitate and conduct operational support visits to each attraction as appropriate in order to drive commercial performance.
- Impart advanced retail, photography food and games knowledge on teams generating action plans which demonstrate improvement.
- Ensure all franchise partners (manly photo) are aware of Brand Vision & are adhering to it at all times. Through this manage the day-to-day operations of all third party partners and franchises.
- Establish and manage an improved cluster logistics team, providing improved on shelf availability across all attractions. Deliver improved inventory accuracy and cost savings.
- Develop one central stored facility delivering cost saving, better productivity and in coordination with finance, better financial controls.
- Create a P&Ls structure and review process for all commercial activity.

- Understand the market dynamic in MW guests and embed this in the strategy to grow commercial revenue.
- Ensure annual marketing plans exist for each commercial product offer ensuring the attractions have a plan to adapt to, Schools, Groups, International / Domestic Splits, Seasonality of Events etc.
- Liaise with Merlin Retail, F&B & Brand Directors in conjunction with the Group Buying Director to agree product ranges.
- Work closely with Brand Marketing to ensure all retail units are adhering to brand standards on signage and environment.

- Delivery of budgeted commercial spends and EBITDA, ultimately exceeding budgeted revenue and net profitability
- Closely monitors and analyses all data relating to sales, margins and average transaction values.
- Use of latest financial information to understand and rationalise key drivers of performance throughout all commercial spaces; addressing problems, and developing and implementing the appropriate solutions.
- Monitor forecasts and adapt overheads accordingly throughout the year.
- Accountable for all reporting being delivered on time and in the agreed formats to Cluster Finance team.
- Ensure stock budgets are not exceeded; monitor attraction specific open to buy values and implement actions to reduce stock excess where necessary.
- Implement and measure all procedures relating to cash and stock control.

- Develop, in conjunction with the Group Retail & F&B Director, and the General Management teams a clear 5 year Food, Retail Strategy. Ensure this delivers in line with the flag ship status the attractions want to achieve.
- Deliver an annual commercial BP
- Identify additional revenue streams which are on brand and matched to the Merlin values. Make proposals for change to the Cluster Director (Hotels / Buses / Theatre Tickets etc.)
- Deliver successful development P&L’s that will ensure MW is represented with quality applications at the annual commercial development boards.
- Facilitate the communication between the cluster and the central buying team to ensure a smooth merchandise ordering process is achieved, thus ensuring robust availability and product choice. Provide feedback on areas which are over / under performing where appropriate.
- Pursue other revenue earning opportunities to facilitate additional brand experiences and profit streams.
- Proactively manage third party partners, development strategies.

- Act as a key partner to the Cluster Directors and GM’s ensuring that all strategies are aligned
- Maximise cluster synergies through the management and creation of one commercial team.
- Actively develop the leadership team’s knowledge of best practices ensuring that they take ownership and pride in their work, and are trained for the function they perform.
- Take ownership for and develop a team that will consistently deliver guest expectations in all service and operational standards on a daily basis.
- Maximise sales in profit centres and concessions through focused and fully trained Commercial Operations Managers.
- Develop a succession plan for the cluster, working with HR to identify training and development needs. Support the Talent Management and Personal Development Plan programmes.

Health & Safety
- Ensure all products ranged and sold throughout the cluster adhere to Merlin’s code of conduct.
- Lead conversations with various regulatory authorities (Environmental Health, Trading Standards and the police) and if applicable be the Cluster DPS for licensing.
- Ensure full cluster compliance with Trading Standards and health & safety, to include food hygiene, Challenge 25 and Merlin’s code of conduct

Experience and Education
- Bachelor’s degree preferred in Business, management or related field
- Up to five years of experience in retail operations or equivalent experience preferred
- Experience designing and implementing comprehensive Merchandising programs
- Experience in Merchandising or store operations; multi- unit leadership preferred
- Experience in new product development
- Effectively communicates and influences all levels of management and Partners
- The ideal candidate will have experience in complex retailing environment
- Proven leadership experience in a complex environment with multiple direct reports
- Excellent customer service skills
- Ability to manage multiple assignments/projects
- Must be self-motivated and able to work with minimal supervision
- Demonstrates effective written and verbal communication skills, strong customer focus
- Ability to work in a fast paced environment
- Must be a strong learner, think independently, and demonstrate critical thinking
- Accurately documents and supports work performed and conclusions reached.

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.
Job location: Carlsbad, CA, United States
Job sector: director
Only 1 day left to apply!
Job description:
Scope of Job:
The Director of Front Office Operations (Senior Front Office Manager) is responsible for, and will oversee, the Front of House area/ functions of the Hotel for LEGOLAND Hotel & LEGOLAND Castle Hotel

Key Objectives:
1. Leading the Front Office teams in welcoming guests to the hotel through the arrival process, departure process and all other services required throughout the guests’ stay.
2. Develop and lead a positive, professional and strong team, with a focus on guest satisfaction, quality of service and delivery and development of a high level of skills. Act as a role model in leading this through The Merlin Way.
3. Ensure all queries and complaints are dealt with accordingly and exceed guests’ expectations along the way.

Main Responsibilities:

Business Impact/ Results
- Monitor and review all activities in the Front Office areas to ensure there is adequate cover to reduce guest waiting times, maximize efficiency and friendly service, cleanliness, health and safety (e.g. luggage blocking areas, safety of children etc.)
- Continually review guest waiting times and guest satisfaction.
- Ensure all Health and Safety documentation is recorded and up to date, including risk assessments.
- Ensure all cleaning is executed accordingly and to the correct standard.
- Where appropriate, liaise with Revenue Manager to ensure all conference and trade billing is completed accurately and to a high standard.
- Monitoring of night staff performance.
- Communicate with Revenue Manager in terms of accuracy of night audit and other revenue related checks.

- Monitor and review guest feedback to identify and influence any guest satisfaction or additional revenue generating activity.
- Explore and feedback any other sales opportunities and revenue streams.
- Review service flow to ensure maximum efficiency and reduce time taken to manage guest interactions, speed of check in and check out, etc.

- Work closely with the Head of Hotel Operations in terms of striving to achieve the wider hotel objectives.
- Update the Head of Hotel Operations on any operational issues in a timely manner, ensuring the earliest possible resolution and appropriate support in times of need.
- Deliver motivational and inspiration daily team briefs to ensure the team is up to date with any current issues and information they may need to be aware of.
- Establish a consistent way of communicating information to all staff in a 24 hour operation.

Decision Making and Autonomy
- Monitor and review operation of the department and implement changes to improve efficiency.

Applied Knowledge and Specialist Skills
- Effective communication skills.
- Lead by example while being a role model for the Merlin Way
- Impact and influencing skills

Managing Resources
- Effective management of budget.
- Effective use of department resources.
- Ensure there is adequate fire cover every night.
- Provide a balanced level of support and leadership to both the day and night teams in the hotel.
- Empower the relevant members of the team to make decisions in order to resolve guest issues and ensure a positive outcome.
- Ensure team and department costs are kept within agreed budget.
- Ensure the whole team has a clear understanding of the exact nature of their roles and the importance of positive energy.
- Provide the relevant information, tools and training to the appropriate teams in order for them to deliver a high level of guest service.

Complexity and Problem Solving
- Creative ideas for delivery of guest satisfaction and operational targets.
- Act as an incident controller to provide support and recovery to the Hotel.
- Coordination of all rescue and evacuation activities for the hotel.
- Demonstrate ability to resolve difficult guest situations which result in a positive outcome.

Health and Safety
You are responsible for all aspects of Health, Safety & Security within your team, in line with the Group Policy (HS001). In particular, you must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees you are responsible for are aware of the Group Health, Safety and Security Policy and their obligations under it. You must ensure that safe working practices are monitored and that risk assessments and procedures are reviewed regularly. Where incidents do occur, you must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.

Background and Experience:
-3 – 5 years of successful experience in a front desk management position within a comparable hotel with 24 hour reception required.
-Proficiency with Opera is essential.
-Experience managing a team of direct reports with a proven track record of motivating a team to provide excellent guest service.

Bachelors degree in a related field or equivalent experience required.
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