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Competitive
Job description:
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!

Key Objectives:
• Manage the day to day operation of the retail and bar areas of both sites ensuring efficiency, safety and world class customer service for our internal and external customers.
• Achieve budgeted revenue and RPC targets for all commercial areas in both SEALIFE Aquarium Orlando and Madame Tussauds Orlando.
• Able to identify short and long term objectives and show sufficient knowledge of the overall business objectives.
• Meet revenue targets while controlling labor, costs of sale and any other expenses.
• Ensure the merchandising and display stock levels meet both brand standards and replenishment is carried out consistently. This may involve evening and night shifts.
• Work closely with the Finance and Loss Prevention teams to ensure product damages and losses are kept to a minimum and reported.
• Oversee the timing of the stock orders to maximize key trading periods and factor in the lead times and IP rights involved for products.
• Achieve/Maintain acceptable status of Internal Audit relating to cash handling, stock management, etc. and partner with internal/group stakeholders to maximize safety and control across every aspect of the Commercial Department.
• Monitor individual performance of item sales and evaluate needed changes through guest demand and sales reports. Create a strategy to align with the buying team to create a dynamic and relevant range plan for 2019.
• Control stock levels to budget including regular, consistent stock takes/ line counts.
• Build a culture of up-selling into both attractions and monitor this weekly.
• Ensure the culture of our attraction through recognizing, rewarding and encouraging team members as well as delivering memorable moments to the team.
• Positively manage, change, and identify original and innovative approaches and solutions to challenges.
• Develop the Supervisor and Team Leaders to ensure clear succession planning within the Department and wider attraction.
• Liaise with external suppliers, including Magic Memories, bar suppliers, Coca-Cola, and the Merlin buying team, to ensure positive working relationships at all times.
• Build a positive working relationship with Merlin Central Support both in the UK & US.
• Other objectives may be added per the needs of the company.

About The Role:
Achieve overall budgets for all commercial aspects of both SEALIFE Aquarium Orlando and Madame Tussauds Orlando, including Retail and Bar offerings. Create and execute sales plans and incentives within the commercial department. Recruit, manage and motivate the commercial team to consistently deliver excellent customer service and budgeted RPC. Lead and manage the merchandising of the Stores to Merlin standards in both Attractions. Lead and manage the brand relationship in a consistently positive manner. Liaise with external photo facility suppliers (currently Magic Memories) to facilitate a harmonious working relationship. Maintain a professional attitude and appearance at all times for internal and external customers. Acting as a member of the attraction Senior Management Team to set goals, ensure attractions exceeds Merlin NA expectations, and attraction Duty Management in both sites on regular basis including evening and weekend.

Responsibilities:
• Ensure proper tools and information are available for all team members and communicated effectively, i.e. daily briefings, new promotions, procedural changes, and is handled effectively both within the Commercial Department and wider attractions.
• Resolve and deal efficiently with guest inquiries and complaints, both in person and via email and social media as needed. * Respond to guest requests for merchandise replacement and other merchandise requests.
• Provide commercial support to the Operations Manager when needed.
• Monitor the effective visual appeal of all commercial and ‘experience’ points throughout attraction, evaluating effectiveness and recommending improvements.
• Involvement and coordination of training for all secondary revenue areas focusing on suggestive selling, up selling and customer service. Monitor team member successes and learning opportunities, and monitor sales performance of current promotional items.
• Change promotional and upsell items seasonally and as performance dictates.
• Accountable for monthly inventory control and stock take, management and investigation of damage and waste logs, and controlling waste costs and stock loss.
• Hygiene and presentation of commercial units, including cleanliness of the Bar area, and safety and accessibility of the retail stockrooms and storage areas.
• Other duties as assigned.

About You
• College degree preferably in a business management and/or related field, or equivalent experience.
• Experience of 3-4 years as a Retail Manager preferably experience in either a visitor attraction, theme park, museum, leisure, hotel or theatre environment
• Extensive knowledge of Microsoft Excel and Word.
• Excellent communication and motivational skills.
• Proven ability to work on multiple projects simultaneously and multi task as necessary.
• Great organization skills, detail oriented and self-starter.
• Ability to work with people from all levels of discipline.
• Open to new learnings and quickly adapts to change.

Work Environment:
Various inside areas within the Attraction, with varying temperatures and floor surfaces.

Working Pattern:
• Typically flexible; works within the scope of Attraction operating days/times
• May require some weekend and holidays
• Days worked are five out of seven

Other Requirements:
• Excellent communicator
• Excellent coach and motivator
• Understanding of Health and Safety regulations
• Computer literate
• Good understanding of staff welfare
• Confidence to demonstrate the passion in the product, the people

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.
Competitive
Job location: Orlando, FL, USA
Job description:
SEA LIFE Orlando. Where your career goes swimmingly!

About The Role
As DSO to act as the person in charge of ensuring safe dive operations at the aquarium. As Dive Team Lead to act as leader and manager to deliver consistent and high-standard Dive Shows and Programs for SEA LIFE Orlando.

Responsibilities:
• Responsible for development and enforcement of policies and procedures to ensure the safety of all aquarium related dive operation and ensure best-in-industry standards are obtained.
* Work with the Curator and Aquarist staff to ensure an environment conducive to the health and well-being of the animals at SEA LIFE.
* Ensure all dive related activities are in site compliance and exceed the safety standards of the US Dive Safety Manual, Merlin Policy and OSHA regulation.
* Serve as an active member of the USA Merlin Entertainments Diving Safety Board to ensure consistency across sites in compliance with relevant OSHA and Merlin requirements.
* Manager the risk to ensure the safety of dive related activities while working with the Health and Safety Manager.
* Approve dive plans for daily and single dives at the aquarium.
* Manager the repair schedule for all diving equipment and maintain gear service records in accordance with the Merlin policy.
* Ensure maintenance and air quality checks are conducted on the air compressor per OSHA and Merlin requirements.
* Schedule and coordinate training for CPR, First Aid, AED and Emergency Oxygen to ensure all divers are up to date with certification, as well as backboard and ladder safety training.
* Perform checkout dives and all relevant training for new and existing SL divers to include Spare Air, compressor, full face mask and rescue drills.
* Ensure all divers have completed and passed an annual dive physical.
* Ensure all dive programs meet the standards for guest satisfaction as set forth by the Head of Operations and the Guest Experience Duty Manager.
* Enhance guest experience by managing the team to be proactive in their guest service.
* Deliver SEA LIFE’s BRP conservation message through Dive Talks.
* Serve as a dive supervisor and participate in all aspects of the dive operations to include DPIC, Show Diver presenter, Safety Diver and Tunnel Tender.
* Ensure that all dive team members are competent in their roles and that this can be demonstrated through documentation.
* Develop PDPs and SMART objective plans for the Dive Team, to deliver on departmental goals and provide bespoke developmental plans for each individual
* Ensure appropriate dive compliancy is in place for Aquarist team, maintaining paperwork and providing training where necessary
* Support aquarist team’s habitat cleaning schedule by developing plans to address problem areas with Curator, identifying where resources can be cross-utilized to maximize outputs for both teams.
* Help deliver 100% on Mystery Shops by ensuring the team consistently delivers fantastic guest interaction at Dive Talks and Behind the Scenes Tours.
* Ensure all key Mystery Shop criteria is met and deliver feedback/action plans for those Dive Team members mentioned in any Mystery Shop.
* Implement and manage an audit mechanism system to ensure Dives are consistently delivered safely, professionally and to the standards of guest experience possible.
* Help deliver Key Performance Indicator targets by actively monitoring guest feedback and trialling innovative guest presentation methods.
* Develop ‘dryside’ presentation and non-dive contingency plans so that resources are always fully utilised and guest experience is maximised through novel and progressive means.

Requirements
* Dive Master Certification
* Experience working in an Aquarium preferred

Required Education:
* High School Diploma or equivalent

About The Benefits:
Perhaps the biggest benefits of joining us are the outstanding opportunities for career development within our exciting, global organization.
* Flexible hours
* 30% discount in the retail store
* Merlin Magic Pass which give you free admission to Merlin attractions worldwide
* Competitive 401K
* Employee Assistance Program
* Discounts through the Merlin Marketplace Website – on almost anything you buy online
* Discounts through Plum Benefits – on tons of ticketed events
* 30% discount at Skechers.com and Skechers stores
* FUN working environment and much more!

About Us
SEA LIFE is the world’s biggest aquarium. From sharks to sea turtles, and jellyfish to seahorses, SEA LIFE Aquarium showcases over 10,000 sea creatures worldwide.

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. We know this is a great place to work, but don’t just take our word for it…click here to see us in action!
Competitive
Job location: Orlando, FL, USA
Job description:
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!

Responsibilities
• 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

Education:
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.
Competitive
Job location: Orlando, FL, USA
Job description:
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!


Key Objectives

• Manage the day to day operation of the retail and bar areas of both sites ensuring efficiency, safety and world class customer service for our internal and external customers.
• Achieve budgeted revenue and RPC targets for all commercial areas in both SEALIFE Aquarium Orlando and Madame Tussauds Orlando.
• Able to identify short and long term objectives and show sufficient knowledge of the overall business objectives.
• Meet revenue targets while controlling labor, costs of sale and any other expenses.
• Ensure the merchandising and display stock levels meet both brand standards and replenishment is carried out consistently. This may involve evening and night shifts.
• Work closely with the Finance and Loss Prevention teams to ensure product damages and losses are kept to a minimum and reported.
• Oversee the timing of the stock orders to maximize key trading periods and factor in the lead times and IP rights involved for products.
• Achieve/Maintain acceptable status of Internal Audit relating to cash handling, stock management, etc. and partner with internal/group stakeholders to maximize safety and control across every aspect of the Commercial Department.
• Monitor individual performance of item sales and evaluate needed changes through guest demand and sales reports. Create a strategy to align with the buying team to create a dynamic and relevant range plan for 2019.
• Control stock levels to budget including regular, consistent stock takes/ line counts.
• Build a culture of up-selling into both attractions and monitor this weekly.
• Ensure the culture of our attraction through recognizing, rewarding and encouraging team members as well as delivering memorable moments to the team.
• Positively manage, change, and identify original and innovative approaches and solutions to challenges.
• Develop the Supervisor and Team Leaders to ensure clear succession planning within the Department and wider attraction.
• Liaise with external suppliers, including Magic Memories, bar suppliers, Coca-Cola, and the Merlin buying team, to ensure positive working relationships at all times.
• Build a positive working relationship with Merlin Central Support both in the UK & US.
• Other objectives may be added per the needs of the company.

About The Role
Achieve overall budgets for all commercial aspects of both SEALIFE Aquarium Orlando and Madame Tussauds Orlando, including Retail and Bar offerings. Create and execute sales plans and incentives within the commercial department. Recruit, manage and motivate the commercial team to consistently deliver excellent customer service and budgeted RPC. Lead and manage the merchandising of the Stores to Merlin standards in both Attractions. Lead and manage the brand relationship in a consistently positive manner. Liaise with external photo facility suppliers (currently Magic Memories) to facilitate a harmonious working relationship. Maintain a professional attitude and appearance at all times for internal and external customers. Acting as a member of the attraction Senior Management Team to set goals, ensure attractions exceeds Merlin NA expectations, and attraction Duty Management in both sites on regular basis including evening and weekend.

Responsibilities
• Ensure proper tools and information are available for all team members and communicated effectively, i.e. daily briefings, new promotions, procedural changes, and is handled effectively both within the Commercial Department and wider attractions.
• Resolve and deal efficiently with guest inquiries and complaints, both in person and via email and social media as needed.
• Respond to guest requests for merchandise replacement and other merchandise requests.
• Provide commercial support to the Operations Manager when needed.
• Monitor the effective visual appeal of all commercial and ‘experience’ points throughout attraction, evaluating effectiveness and recommending improvements.
• Involvement and coordination of training for all secondary revenue areas focusing on suggestive selling, up selling and customer service. Monitor team member successes and learning opportunities, and monitor sales performance of current promotional items.
• Change promotional and upsell items seasonally and as performance dictates.
• Accountable for monthly inventory control and stock take, management and investigation of damage and waste logs, and controlling waste costs and stock loss.
• Hygiene and presentation of commercial units, including cleanliness of the Bar area, and safety and accessibility of the retail stockrooms and storage areas.
• Other duties as assigned.

About You
* College degree preferably in a business management and/or related field, or equivalent experience.
* Experience of 3-4 years as a Retail Manager preferably experience in either a visitor attraction, theme park, museum, leisure, hotel or theatre environment.
* Extensive knowledge of Microsoft Excel and Word.
* Excellent communication and motivational skills.
* Proven ability to work on multiple projects simultaneously and multi task as necessary.
* Great organization skills, detail oriented and self-starter.
* Ability to work with people from all levels of discipline.
* Open to new learnings and quickly adapts to change.

Work Environment
Various inside areas within the Attraction, with varying temperatures and floor surfaces.

Working Pattern
* Typically flexible; works within the scope of Attraction operating days/times
* May require some weekend and holidays
* Days worked are five out of seven

Other Requirements:
* Excellent communicator
* Excellent coach and motivator
* Understanding of Health and Safety regulations
* Computer literate
* Good understanding of staff welfare
* Confidence to demonstrate the passion in the product, the people

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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