Key Responsibilities:

• Drive guest satisfaction and operational performance by meeting or exceedingly daily, weekly, and annual KPIs, Per Cap, Transaction Value, and Mystery Visit targets.

• Lead the Guest Experience Team to deliver world-class, guest-obsessed service every day.

• Recruit, onboard, train, and develop team members, supporting growth through coaching, appraisals, and Personal Development Plans.

• Ensure the highest standards of service, cleanliness, safety, and technical operation across all assigned areas.

• Serve as Manager on Duty when required, confidently covering all guest-facing positions as needed.

• Partner with the General Manager to create compliant labor budgets, schedules, and operational plans for various day-types and seasonal needs.

• Monitor, maintain, and enhance the visual appeal and functionality of assigned areas, recommending improvements to the GM.

• Analyze financial, admission, and performance reports to recommend operational enhancements and drive profitability.

• Collaborate with Marketing and Sales (as directed by GM) to support events, new exhibits, and special initiatives.

• Lead by example, promoting positivity, teamwork, and Merlin Values at every opportunity.

• Maintain compliance with internal audits, health and safety standards, and all company policies.

• Perform other duties as assigned to ensure smooth and magical operations for guests and staff.

Education and Experience:

• High school diploma or GED required; college degree is a plus.
  
• Minimum of three years in the service industry with at least three years in a management or leadership role, ideally in a theme park, attraction, museum, hotel, theater, or similar guest-focused environment.
  
• Proven track record of leading teams, developing talent, and inspiring colleagues to deliver magical guest experiences.
  
• Ability to juggle multiple projects, priorities, and fast-paced operational challenges with confidence and flexibility.
  
• Strong computer skills including Microsoft Excel, Outlook, and Word.
  
• ️ Excellent communication, interpersonal, and organizational skills.
  
• Highly motivated, hands-on leader who thrives in a fun, dynamic environment and knows how to bring out the best in their team.
  
• ✨ A passion for creating unforgettable guest experiences and helping the team succeed is a must.

The Perks of the Magic ✨

• Fantastic Health Coverage: Enjoy comprehensive medical, dental, and vision benefits to keep you feeling your best.
• Generous Paid Time Off: Take the time you need to rest, recharge, and come back ready to create more unforgettable moments.
• ️ Merlin Magic Pass: Share the fun with free entry for you, your family, and friends to our world-famous attractions.
• Recognition and Rewards: Your hard work does not go unnoticed. Celebrate your achievements with exciting recognition programs.
• 401(k) Savings Plan: Build your future with our company-matched retirement program.
• Tuition Assistance: Pursue your passions with educational support and reimbursement programs.
• Growth and Development: Learn, grow, and take your career to new heights with endless opportunities for advancement.