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Executive job with Legoland

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Competitive
Job sector: executive
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.
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