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Job Overview
Employment Type
Full-time
Compensation
Salary
Range $95,000.00 - $110,500.00
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
recognition programs
401(k) Plan
Tuition Reimbursement
Learning and advancement opportunities
Job Description
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... Show More
Job Requirements
- Leadership experience in hotel or hospitality operations
- Experience in team development and employee engagement
- Hands-on guest service and complaint resolution skills
- Familiarity with property management and task management systems
- Degree or diploma in relevant fields is desirable
- Proficient in guest service technology and office software
- Strong communication and decision-making skills
Job Qualifications
- Proven leadership experience in managing large-scale hotel or hospitality operations, including housekeeping, front office, and guest services
- Strong background in team development, employee engagement, and fostering a positive workplace culture
- Hands-on experience in delivering exceptional guest experiences and resolving guest complaints through service recovery processes
- Familiarity with property management systems (e.g., Opera) and task management tools (e.g., ALICE)
- Degree or diploma in Hospitality Management, Business Administration, or a related field is desirable
- Proficiency in using guest service technologies and basic office applications (e.g., Microsoft Office Suite)
Job Duties
- Oversee the daily operations of the hotel, including housekeeping, front office, commercial and guest service functions
- Ensure the highest standards of maintenance, cleanliness, and presentation of hotel facilities, aligning with brand expectations
- Collaborate with cross-functional teams to address and resolve operational challenges, ensuring a seamless guest experience
- Act as a key decision-maker during operational challenges, ensuring rapid resolution and maintaining guest satisfaction
- Oversee guest feedback resolution, ensuring timely and effective outcomes to maintain guest loyalty and brand reputation
- Act as resort or hotel duty manager as required
- Proactively monitor and enhance guest satisfaction by addressing feedback and implementing service improvements
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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