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General Manager
Concord, NC, USA
Concord, NC, USA
Cabarrus County
United States
Competitive Salary
Full time
09 Jan 2020
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SEA LIFE Charlotte, 8111 Concord Mills Boulevard
Concord, North Carolina, 28027
United States


Lead and motivate attraction to ensure excellent standards of safety, guest service, presentation and maintenance to help achieve significant EBITDA growth.

Direct and coordinate with all areas of the business to create memorable experiences by ensuring and facilitating the delivery of superior guest service in a manner that is in line with our company vision and values.

Work closely with RGM/Director, to strategize and formulate business plan that will direct and coordinate attraction’s activities to develop and implement short and long term goals to meet business objectives.

  • Deliver budgeted revenue, EBITDA and KPI targets with their associated costs, as set with Divisional Director, US Midway, and aligned within budget parameters.
  • To be a key part of the strategic planning process to develop the site to fulfil its long term potential, to include the 5-year strategy and annual budget process.
  • Formulate, administer and oversee attraction management responsibilities and ensuring they are adhered to at all times. To include the mentoring of a strong cohesive team of 4 direct reports
  • To lead a health & safety focus across the attraction by actively monitoring adherence to agreed upon H & S standards and culturally ensuring this is regarded as our No 1 priority by all staff.

  • To build a stronger relationship with the landlord to ensure long term growth
  • A passion for excellent guest service and lead the whole of the team towards the same goal.
  • Facilitate and support the delivery of the team briefings.
  • To ensure that all members of staff are aware of the current issues across the business and have the opportunity to have input into the business.
  • Ability to direct management team and delegate responsibilities accordingly to achieve goals by providing clear, consistent directives.
  • To demonstrate excellent commercial awareness and strong P & L knowledge and use this to establish opportunities for the attraction are exploited
  • To act as spokesperson for the attraction for significant PR events
  • Demonstrate clear and consistent targets
  • To contribute towards the marketing strategy and the brand product development particularly promotions and guest numbers to balance the commercial aspirations with the need to deliver improved guest service
  • Oversee the process in motivating and coaching staff throughout the attraction to maximise sales opportunities and ensure secondary spend targets are achieved.
Financial / Legal
  • Reviews and approves preparation of accounting analysis: for budgetary planning and implementation, production efficiency, financial reporting and submittal for capital expenditures.
  • To control costs in line with variances in income to ensure margin consistency whilst minimizing any disturbance to the quality of presentation and guest experience.
  • To annually reduce total costs as a percentage of turn over to ensure enhanced margin performance.
  • Review analyses of activities, costs, operations and forecast date to determine department or division process toward EBITDA.
  • Contribute to establishment / budget planning, suggesting innovative ways in which to improve deployment of resources – including ways of multi-skilling across all areas of the business.
  • To lead / direct a small management team by agreeing innovative ways to continually keep the vision fresh and motivating which will then be cascaded to the entire attraction.
  • To develop direct reports via ongoing feedback/development planning and at least twice yearly appraisals in conjunction with the Head of HR
  • To create a culture of trust and empowerment
  • To work closely with the Head of HR to develop and implement HR strategies to deliver improved standards of guest service.
  • Leads by example and is the perfect role model for all customer-facing staff to follow.
  • Adopts an enthusiastic, assertive and passionate approach to Customer Service, and demonstrates the Group values at every opportunity.
  • Actively encourage and support new and innovative ideas from all team members on how to improve the business.
  • Is keen to ensure all staff respond positively to change, understand the way forward, and are able to look at all aspects of their areas of responsibility.
  • Pushes responsibility as close to the customer as possible at every opportunity by encouraging management team to take responsibility for any situations they are faced with and to constantly use their own initiative.
  • Minimum of 5 years at Attraction Manager or Senior Operational Level in a high visitor volume location
  • Hands on accountability and responsibility for delivering a high volume visitors on a annual basis
  • Highly motivated and great team leader
  • Takes initiative and self-starter
  • Proven success in delivering EBITDA targets for a minimum of 3 years
  • Superb communication and leadership skills
  • Proficient in all aspects of Microsoft Office
  • Strong presentation skills
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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