HEAD OF HOTEL OPERATIONS

Merlin Entertainments is a global leader in location-based, family entertainment, known for its world-renowned attractions, theme parks, and resorts. As a pioneering company in the leisure and hospitality sector, Merlin Entertainments operates an extensive portfolio of exciting destinations, including iconic theme parks, interactive experiences, and resort accommodations designed to deliver magical moments to millions of visitors every year. The company is dedicated to offering guests memorable and immersive experiences while maintaining the highest standards in safety, service, and operational excellence. Merlin Entertainments is committed to fostering a diverse and inclusive work culture where employees from all backgrounds can thrive and contribute to the companys ongoing success. Their welcoming environment encourages creativity, collaboration, and continuous growth, making it a sought-after employer within the hospitality and entertainment industries.

The role of Head of Hotel Operations is a senior leadership position within one of Merlins resort locations, tasked with the comprehensive management of the hotel operations. Reporting directly to the Director of Resort Operations and Experience, this role demands a strong operational focus coupled with strategic vision to ensure that all aspects of the hotels services function smoothly and efficiently. The Head of Hotel Operations oversees critical departments such as housekeeping, front office, commercial, and guest services, ensuring each team delivers outstanding performance aligned with Merlins brand standards and guest expectations.

This position is integral to driving guest satisfaction and operational excellence, serving as a key decision-maker during daily activities and operational challenges. Responsibilities include collaborating with cross-functional teams to resolve issues, monitoring facility maintenance and cleanliness, and spearheading initiatives that promote service improvements. Leadership and team development are also core elements of the role, with the Head of Hotel Operations mentoring managerial staff and front-line teams to foster a culture of accountability, engagement, and continuous professional growth.

Beyond operational management, the role encompasses strategic planning for peak season readiness, special event hosting, and new hotel openings within the resort. The Head of Hotel Operations also plays a pivotal role in safety and compliance, ensuring all practices align with Merlin Entertainments health, safety, and security policies. Utilizing guest feedback and satisfaction metrics, the role drives innovation and service enhancements that elevate the overall guest experience.

This role offers a competitive salary range between $95,000 and $110,500 annually and supports a dynamic and inclusive workplace that values diverse perspectives and innovation. If you are a motivated leader with a passion for hospitality excellence and guest-centric service, this opportunity at Merlin Entertainments provides a platform to advance your career within a globally respected and rapidly growing entertainment company.