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2 Theme parks jobs in San Diego County

Job location: Carlsbad, CA, United States
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.
Job location: Carlsbad, CA, United States
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: Serious about fun!
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 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 favorable 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.

Bachelor’s Degree (or equivalent education and experience) in business, management, or closely related field is preferred.

Physical Demands:
Ability to sit for sustained periods of time to attend on-site and off-site meetings, perform paperwork activities, travel and drive.
Intermittent and prolonged standing and walking to move about the park site, and interact with employees.
Finger dexterity sufficient to complete paperwork activities and to use a computer.
Visual acuity sufficient to read written materials, to complete paperwork activities, and to drive.
Hearing sufficient to communicate with individuals in person and by telephone.
Occasionally lift and/or move up to 50 pounds.

Other Job Requirements:
Must be willing to work flexible hours, including evenings and weekends to support park operations.
Requires frequent travel domestically and occasional international travel.
Must have a valid driver’s license, safe driving record and be willing to utilize own vehicle for business purposes.

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.
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