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Job Overview
Employment Type
Full-time
Compensation
Salary
Range $80,000.00 - $90,000.00
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Paid Time Off
employee recognition programs
401(k) Plan
Tuition Reimbursement
Job Description
Merlin Entertainments is a global leader in location-based, family entertainment, offering unforgettable experiences at some of the world’s most beloved parks and attractions. As a dynamic and innovative company, Merlin Entertainments operates a diverse portfolio of resorts, theme parks, and attractions dedicated to providing exceptional guest experiences through creativity, fun, and safety. The company emphasizes a culture of inclusivity, teamwork, and continuous improvement, aiming to create a magical environment for both visitors and employees alike. As part of its ongoing commitment to excellence and operational efficiency, Merlin Entertainments is seeking a Senior Park Operations Manager to join their dedicated team.Show More
Job Requirements
- Education level not explicitly stated
- Experience in large-scale park or resort operations management
- Ability to lead and motivate large teams
- Strong knowledge of safety, incident management, and operational standards
- Excellent communication and interpersonal skills
- Capability to manage escalated guest complaints effectively
- Commitment to health, safety, and security policy compliance
- Ability to work under pressure and make quick decisions
- Experience with team training and development
- Proficiency in operational planning and cross-department collaboration
Job Qualifications
- Demonstrated ability to lead, coach, and motivate large operational teams while fostering an engaging, high-performance work environment
- In-depth knowledge of large-scale park operations, including safety protocols, incident management, ride availability/performance, and resource coordination
- Dedicated to delivering exceptional guest experiences, proactively analyzing guest journeys, and handling complex escalations using guest recovery matrices
- Exceptional interpersonal skills with a track record of building relationships across multiple departments to ensure seamless operations and seasonal readiness
- Proven ability to act as a central point of decision-making under pressure, managing incidents and serving as a key member of a resort response team
- Thorough understanding of risk assessments and a commitment to overseeing strict compliance with group health, safety, and security policies
- Skilled at identifying operational efficiencies, sharing best practices across zones, and implementing development opportunities for direct reports
Job Duties
- Provide overall leadership and support for daily park operations, ensuring a safe, efficient, and enjoyable experience for all guests and staff
- Act as a central point of decision-making during daily operations, including managing incidents, coordinating with teams, and resolving escalated guest complaints
- Oversee the operational readiness of the park, ensuring all areas meet brand standards and are consistently well-maintained
- Ensure a strong focus on ride availability and performance by collaborating with relevant teams to maximize uptime and operational efficiency
- Act as Resort or Zone Duty Manager as required
- Lead, coach, and motivate operational teams to deliver exceptional guest service and operational standards
- Conduct regular training, briefings, and performance reviews to ensure alignment with park objectives and guest experience expectations
- Promote engagement initiatives and drive participation in team activities, ensuring alignment with the Merlin values and site objectives
- Identify and implement opportunities to enhance team development, ensuring direct reports are equipped to fulfil their roles and responsibilities and lead their own teams to the best of their abilities
- Monitor the guest experience throughout the park by analysing guest journeys and addressing feedback proactively
- Lead by example in handling guest escalations, utilizing the guest recovery matrix, and ensuring timely and satisfactory resolution of issues
- Support the Guest Experience to champion accessibility and coordinate efforts to highlight opportunities for improvement and drive change where required
- Collaborate with the Planning and Business Support team to meet business KPIs, mystery visit targets, and group-wide guest experience strategies through objectively reviewing and improving operational processes and team training
- Build and maintain strong relationships with all Resort departments to support a seamless operation and ensuring all guest, team and business needs are met
- Collaborate with other Resort teams to support the park's readiness for peak seasons, events, and new openings, ensuring teams are well-briefed and prepared
- As a key member of the Resort incident response team ensure continuity of critical operations and clear communications between all parties involved
- Conduct daily briefings and updates and support delivery of regular operational reviews to communicate operational priorities, successes, and challenges
- Actively contribute ideas for operational improvements and share best practices across zones
- Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy
- Understand risk assessments and ensure reporting of any new risks as appropriate
- In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner
- Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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