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Careers with Merlin Entertainments Plc
About Merlin Entertainments Plc
Merlin Entertainments is a business built on fun. We're Europe's Number 1 and the world's second-largest visitor attraction operator. As you can imagine, running our business calls for a lot of different talents. We love what we do and if you're as serious about fun as we are, rest assured an exciting career awaits.
Careers with Sea Life
Guest Experience Manager - Operations
Orlando, FL, USA
Orlando, FL, USA
Orange County
United States
Full time, Part time
29 Jul 2019
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Welcome to Merlin Entertainments! We are SEA LIFE Orlando!

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 Orlando!

About The Role
The Guest Experience Manager will be the voice of the visitor through all aspects of the operation of the SEA LIFE Aquarium in Orlando. The successful person will primarily be responsible for the smooth operation of SEA LIFE Orlando through direct reports. You will take the lead in driving excellence in the visitor experience and oversee all guest interactions while ensuring our Mystery Visit and Daily KPI’s targets are met consistently. This is a role that will require continual improvement and will regularly be challenging while being one of the most fun jobs you will ever have!

• Develop a strong and effective day of Guest Service strategy to increase KPI and Mystery Shopper Scores across the attractions
• Monitor the guest experience across the cluster and drive actions to ensure all Attractions consistently achieve KPI targets and positive mystery visit performance.
• Manage relationship with Avius and ownership of KPI feedback devices, along with Mystery Shopper system
• Create and execute a strong educational plan that is up to brand standards and engaging for all guests
• Drive revenue generation at both the Admissions and Tour desk through creative means
• Identify and execute a strong succession plan for all levels of the Operations department
• Work closely with the Displays team to ensure that existing/new programs are educationally correct and factual
• Work with the Displays team to keep tank stock adequate and any new creature learnings are rolled out to the team
• Cover all aspects of the SEA LIFE Operation, while being knowledgeable in all other areas of the business
• Ensure that SEA LIFE social media reviews are managed and responded to within appropriate timeframe
• Identify and execute a strong succession plan for all levels within your remit
• Conduct interviews to select the highest quality new team members
• Celebrate successes of the Team
• Support direct reports (Admissions Supervisor, Guest Experience Duty Manager, and Tour Duty Manager) to facilitate effective visitor flow from beginning of the attraction and understands the visitor journey and expectations
• Ensure that the health and safety within the areas of responsibility are closely monitored and, where possible, improve and constantly review risk assessments and safe operating practices
• Be a “hands on” leader for the Operations department, including regular Manager on Duty shifts and weekend coverage
• The Guest Experience Manager will be expected to be on-site during busy periods to demonstrate effective leadership
• Support direct reports with scheduling of assigned core teams to ensure proper coverage within budget • Develop a staff incentive scheme to increase individual motivation, commercial spends and promote teamwork
• Other duties as assigned

About You
• Proven experience in a Supervisor/Manager role, preferably in a visitor attraction, theme park, museum, hotel or theatre environment
• Experience of maintaining flexibility and the highest level of service in high-pressure and/or stressful situations
• Proven ability handling guest situations in a fast-paced, stressful environment
• Knowledge of 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.
• Days worked are 5 out of 7, generally 70% floor 30% office

High school 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, 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.
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