General Manager

Merlin Entertainments; Toronto; On-site; CAD 75,000 - 95,000; Full time

Job summary

A leading entertainment company is seeking a General Manager in Toronto to deliver exceptional guest experiences and drive commercial success. This role involves strategic leadership and operational excellence, ensuring the attraction remains a top destination. Ideal candidates will have a background in high-volume visitor attractions and a proven track record in financial results. Competitive salary and benefits are included.

Benefits

Competitive Salary

Generous PTO

Affordable Health Plans

Global Access Pass

Company-paid life insurance

Continued Growth

Qualifications

• At least 3 years in a leadership role within a high-volume visitor attraction, retail, hospitality, or entertainment environment.
• Proven track record of delivering financial results including EBITDA targets.
• Experience managing diverse teams and engaging stakeholders.

Responsibilities

• Champion a guest-first culture using data insights.
• Develop and execute targeted marketing plans.
• Lead high-performing operations teams ensuring best-in-class guest service.

Skills

Leadership

Guest experience

Commercial acumen

Operational judgment

Team management

Education

Bachelor’s degree in business, management, or marketing

Job description

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Merlin Entertainments provided pay range

This range is provided by Merlin Entertainments. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$75,008.00 / yr - CA$95,000.00 / yr

Role Summary

As the General Manager of our iconic Toronto attraction(s), you’ll be at the helm of delivering exceptional guest experiences, driving commercial success, and fostering a high-performance culture rooted in our Merlin values. Whether overseeing a single site or a larger cluster, you will lead with vision, agility, and a passion for making every visit magical.

This role combines strategic leadership with hands-on operational excellence. From growing EBITDA and market share to championing guest satisfaction and team engagement, you will ensure our attraction remains a top destination while upholding the highest standards in safety, service, and innovation.

Key Responsibilities

Guest Experience & Brand Leadership

• Champion a guest-first culture, using data insights to anticipate and exceed visitor expectations.
• Serve as a visible, passionate brand ambassador, upholding the integrity of the Merlin brand in all communications and activities.
• Drive employee engagement and embed service excellence across every touchpoint.

Commercial Strategy & Performance

Develop and execute targeted marketing plans and customer segmentation strategies.

Optimize revenue through robust channel management, pricing, and product strategies (RPC, yield, and volume).

Deliver sustainable EBITDA growth, productivity improvements, and ROI-aligned capital projects.

Identify and activate new revenue streams using innovation and Midway best practices.

Operational Excellence & Compliance

Lead high-performing operations teams, ensuring efficiency, scalability, and best-in-class guest service.

Maintain robust health, safety, and crisis management protocols aligned with Merlin and legal standards.

Ensure optimal staffing levels and profit protection procedures are in place at all times.

People Leadership & Culture

Inspire and develop a culture of continuous improvement, wellbeing, diversity, and inclusion.

Implement talent management and succession planning processes to build a strong leadership pipeline.

Foster cross-functional collaboration, open communication, and a “safety-first” mindset throughout the team.

Partnerships & Community Engagement

Forge and grow external partnerships with local authorities, non-profits, and community groups.

Represent Merlin externally, enhancing the reputation and reach of the attraction.

Qualifications & Experience

What You Bring

Bachelor’s degree in business, management, or marketing (preferred).

At least 3 years in a leadership role within a high-volume visitor attraction, retail, hospitality, or entertainment environment.

Proven track record of delivering financial results (including at least 2 years achieving EBITDA targets).

Commercial acumen, strong operational judgment, and deep guest-centric thinking.

Experience managing diverse teams and engaging stakeholders across a matrixed organization.

Strategic mindset with the charisma to inspire and the resilience to lead through change.

A high level of emotional intelligence, integrity, and a “make-it-happen” attitude.

Other Requirements

Must hold a valid driver’s license.

Flexibility to work weekends, holidays, and evenings as needed.

Occasional travel (domestic / international) may be required.

Must be able to meet physical and environmental requirements of an operational role.

Benefits

Our Merlin Values – We Live by Them Every Day

We Care – We go above and beyond to care for our guests, our teams, and the world around us.

Own Your Craft – We are passionate about doing our best work and helping others shine.

Drive and Discover – We act with purpose, explore new ideas, and embrace change.

Go Together – We collaborate, listen, and move as one united team.

Enjoy the Ride – We create joy, celebrate progress, and welcome everyone along the way.

Your Adventure Awaits!

At Merlin Entertainments North America, we believe in not just rewarding your work but enhancing your journey with an exhilarating array of benefits that go beyond the ordinary. Get ready for a ride of a lifetime as we unveil the extraordinary perks waiting for you!

Competitive Salary

Your Benefits Odyssey Begins Here :

Brace yourself for a salary that not only recognizes your talents but propels you to new heights.

Generous PTO

Time off is your passport to recharge. Enjoy a generous PTO policy to explore, relax, and rejuvenate.

Affordable Health Plans

Dive into the comfort of affordable medical, vision, and dental plans that prioritize your well-being.

Global Access Pass

Picture this – free entry to all Merlin attractions worldwide! Your golden ticket extends to family and friends, unlocking a world of wonder.

Secure Your Future

Safeguard your legacy with company-paid life insurance – because we care about your peace of mind.

Continued Growth

Joining Merlin isn't just a job; it's a thrilling expedition. Expect continuous growth in an exciting, global organization that values your journey.

Pay Range

Compensation between CAD $75,008.00 / Yr.-CAD $95,000.00 / Yr.

Seniority level

Seniority level

Director

Employment type

Employment type

Full-time

Job function

Job function

Management and Manufacturing

Industries

Entertainment Providers

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