Head of Park Operations & Guest Experience

Merlin-Entertainments; Stoke-on-Trent; On-site; GBP 39,000 - 47,000; Full time

Benefits offered by this job

Discounts on LEGO products

Merlin Magic Pass: 20 free tickets

Merlin retail & restaurant discounts

Merlin Annual Pass for you and family

Staff discount codes for Merlin Annual

Private pension scheme

Life assurance

Employee assistance programme

Perks at Work discounts

Training & development

Job summary

Merlin Entertainments is seeking a Senior Park Operations Manager at Alton Towers Resort to lead day-to-day park operations, ensuring safety, service, and memorable guest experiences. You will coach operational leaders, drive performance, and collaborate with teams across the resort to meet business objectives and respond to challenges with calm, decisive leadership.

Start date noted as January 2027; the role emphasizes health and safety, guest satisfaction and continuous improvement within a

Qualifications

• Proven leadership experience within a large-scale operational, leisure, hospitality, retail or visitor attraction environment.
• Strong experience leading and developing high-performing operational teams.
• Confident decision-maker in fast-paced environments.
• Passionate about delivering exceptional guest experiences and resolving issues with care and professionalism.
• Strong understanding of operational performance, resource planning and service delivery.
• Excellent communication and stakeholder management skills, with the ability to build strong relationships across teams.
• Experience managing incidents, escalations and operational challenges effectively.
• Knowledge of health, safety and compliance requirements within a customer-facing operation.
• Proactive approach to continuous improvement, with a focus on driving positive change and performance.
• Adaptable to dynamic operational environments and varying business needs.
• Committed to Merlin's values: Own Your Craft, Go Together, Enjoy the Ride, Drive & Discover, We Care.

Responsibilities

• Lead the day-to-day operation of the park to deliver outstanding guest experiences.
• Oversee incident management and maintain safety and service standards.
• Coach and develop operational leaders and frontline teams.
• Drive engagement, accountability and operational excellence across the business.
• Identify opportunities to improve performance and guest satisfaction metrics.
• Prepare for peak trading periods and support new openings.
• Lead responses during operational challenges with pace and sound judgement.

Skills

Leadership experience

Operational leadership

Stakeholder management

Communication skills

Health, safety & compliance knowledge

Continuous improvement mindset

Adaptability

Job description

Merlin Entertainments is seeking a Senior Park Operations Manager at Alton Towers Resort to lead day-to-day park operations, ensuring safety, service, and memorable guest experiences. You will coach operational leaders, drive performance, and collaborate with teams across the resort to meet business objectives and respond to challenges with calm, decisive leadership.

Start date noted as January 2027; the role emphasizes health and safety, guest satisfaction and continuous improvement within a