Operations Manager job with Madame Tussauds in Hollywood, Los Angeles, CA, USA | Leisure Opportunities
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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 Madame Tussauds
Operations Manager
Hollywood, Los Angeles, CA, USA
Hollywood, Los Angeles, CA, USA
Los Angeles County
United States
Competitive
Full time
req4918
03 Dec 2019
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About The Role

Manage a team of fun, driven, enthusiastic, magical and memorable experience makers. The Operations Manager is responsible for the day-to-day smooth and profitable operation of our dynamic attraction and has the ability to work at a quick pace and exhibit situational flexibility. Through diligent work and optimal fun you will strive to achieve the financial targets as well as lead and develop your team.

Responsibilities:

• Manage the Operational areas of the business ensuring the delivery of a seamless visit consistent with corporate brand image.
• Ensure that the attraction is presented and maintained to Merlin Entertainments standards in all areas at all times.
• Demonstrates strong service and sales approach; leading by example throughout the Attraction to maximize up-sells, product excellence, event delivery, etc.
• Meets secondary spends, KPI and Mystery Visitor targets while controlling labor, cost of sale and other expense budgets.
• Ensure and employees are in a clean and safe environment that meets health & safety standards as set by company as well as local rules and regulations at all times.
• Monitors standards of service and guest response to overall product, through observations and guest comments.
• Ensure Heath, Safety & Security standards are maintained in all areas of ride operations: daily operations, operator training, incident management, and inspections.
• Recommends short and long term changes through feedback, daily reports and proposals.
• Act as a Duty Manager when business needs dictate, by overseeing and coordinating the smooth day-to-day running of the attraction.
• Assist with the effective management of commercial areas of the business ensuring the delivery of a seamless visit consistent with corporate brand image.
• Assist with the implementation of cost control measures in all commercial spend areas, to ensure the maximization of profit at all times.
• Manages up to 5-6 direct reports; up to 70 indirect reports.
• Assume responsibilities of the General Manager in their absence, liaising with Senior Management when appropriate.
• Works closely with HR to ensure all policies and procedures are followed in accordance with company policy and applicable laws.
• Coaches and motivates staff to provide best possible guest experience, to maximize sales opportunities and to ensure admission and commercial spend targets are achieved.
• Perform other duties as assigned

About You

• A highly self–motivated leader with proven success managing operational teams.
• Passion for providing excellent experiences to our guests is critical. This combined with your excellent communication, negotiation, interpersonal and organizational skills will be vital in driving visitor numbers to the attraction and getting the most out of your team.
• Minimum of 3-5 years of service industry experience with 3 years of management experience required including a visitor attraction, theme park, museum, hotel or theater environment; or equivalent combination of experience and education.
• Proven ability to work on multiple projects simultaneously and multi task as necessary.
• Extensive knowledge of computer including 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.

Education:

• High School Diploma 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, benefit from free entry to all of our Merlin attractions worldwide - which also extend to family and friends, and much more. In addition, you can expect continued growth of joining an exciting, global organization.

About Us

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.
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