AdresGuest Experience Manager (Operations Manager) - LEGOLAND Discovery Centre Scheveningen
Strandweg 13K, 2586 JK Den Haag
Scheveningen
Netherlands
As the world's second-largest entertainments company, we at Merlin Entertainments operate over 130 attractions, 20 hotels and 6 holiday villages in 25 countries and across 4 continents! Our iconic brands include our LEGOLAND Parks, our Resort Theme Parks like Alton Towers Resort, and our Midway attractions including LEGOLAND Discovery Centre, SEA LIFE, Madame Tussauds and more!
Our LEGOLAND Discovery Centre in Scheveningen, Netherlands is now looking for a Guest Experience Manager (Operations Manager) to join the team.
About the Role
The Guest Experience Manager (Operations Manager) is responsible for the smooth running of the attraction operation and to ensure that every guest we welcome enjoys a magical, memorable, world-class Guest Experience and that every member of our team embraces and exhibits our company values (known collectively as The Merlin Way).
Our LEGOLAND Discovery Centres offer an experience built on fun, and it's the responsibility of our Guest Experience Manager to ensure each and every guest has an outstanding experience throughout the attraction, supported by a team of Hosts or Playmakers as we call them and our Master Model Builders who bring the world of LEGO to life through interactive engagement and play.
Essential Job Functions:
Ensure all team members in Guest Experience team consistently deliver world-class experiences to our guests
Deliver initial and ongoing training of Guest Experience/Playmakers Team as required for safe, efficient, and effective operation of assigned areas.
Work with General Manager (GM) to create and implement optimal and compliant team budgets/schedules for various day-types and seasonal needs.
Lead the Guest Experience Team to be Guest-Obsessed, positive, proactive, and FUN at all times.
Ensure that the highest possible standards of service, cleanliness, technical operation, and safety are adhered to by the Guest Experience/Playmakers Team.
Support and inform GM as part of the attraction Senior Leadership Team.
Lead by example, particularly on peak trading days, and be able to confidently work every guest facing position in the attraction.
Main Responsibilities:
Serves as Duty Manager of the attraction as required.
Takes responsibility for recruiting, hiring, onboarding, and ongoing training for Guest Experience/Playmakers Team.
Understands and clearly communicates KPIs and other success metrics to Playmakers Team.
Manages performance and growth of Guest Experience Team through Personal Development Plans, Probationary Reviews, Appraisals, and Training.
Monitors the visual appeal and effectiveness of all assigned areas, regularly making improvement recommendations to GM.
Manages and rectifies guest complaints in assigned areas per practice and policy, ensuring records are maintained.
Manages all policies and procedures in relation to employment as advised by Human Resources and Merlin Operations Manual.
Ensures proper coverage and staff utilization for assigned areas at all times.
Coaches and Manages their team to provide best-in-class Guest Experience and maximize profit in all assigned areas.
Actively and consistently leads by example and serves as aspirational role model at all times.
Works closely with Marketing Manager (at GM direction) to deliver operational excellence in support of any events or new exhibits.
About You
You are bi-lingual and speak Dutch and English to a high standard
You have a proven track record of motivating, guiding and developing large teams to reach their full potential and to consistently deliver amazing Guest Experiences
You have experience of managing multiple departments or different disciplines/operational areas
You have experience of applying sound business knowledge to carry out staff reviews, inductions, probationary sign off, appraisals and interviews in a fair and consistent manner
You have experience of arranging staffing levels and rotas to cover the needs of the business with budget guidelines.
You have the capability and sense to take decisions on the spot which may influence daily operations.
You have previous significant operational experience in order to manage the day to day operational complexities within the attraction.
You are passionate about guest service and have a positive can do' attitude to ensure that each and every guest leaves the attraction a raving fan'.
You are well versed in and adept at writing operational risk assessments, SOP's, Health and Safety and training plans
You love working as part of a team and ensure that every member of your staff embodies this!
You have experience within similar guest service driven industries - attractions/hotels/hospitality/leisure in Operational Management roles
If this sounds like you, what are you waiting for apply now and join our team!
The Perks
Alongside a fun and friendly environment and a competitive annual salary, you can enjoy a great benefits package which includes a Pension, discretionary company bonus, and of course, a Merlin Magic Pass which gives you and your friends and family free admission to all of our attractions worldwide, as well as 25% discount in our retail shops an restaurants, enhanced annual leave days and some outstanding local benefit's too. Perhaps the biggest benefits of joining us, however, are the outstanding opportunities for career development across the expanding group.
Everyone Matters at Merlin.
At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters! Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.
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