Park Operations Leader: Guest Experience & Safety

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

Benefits offered by this job

LEGO discount

Merlin Magic Pass

Retail discount

Annual Merlin Pass

Staff discounts

Pension

Life assurance

Employee Assistance Program

Perks at Work

Training & development

Job summary

Merlin Entertainments at Alton Towers Resort in Staffordshire is seeking a Senior Park Operations Manager to lead the day-to-day park operations, delivering safe, seamless and unforgettable guest days. You will coach operational leaders, manage incidents, and ensure safety and service standards across the resort.

You will collaborate with teams to boost performance, guest satisfaction and align with key business objectives. Start date January 2027, with a dynamic, inclusive workplace.

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 with the ability to remain calm and effective 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.
• A proactive approach to continuous improvement, with a focus on driving positive change and performance.
• Adaptable, flexible and comfortable working within a dynamic operational environment, including supporting varying business needs when required.
• Committed to Merlin's values of Own Your Craft, Go Together, Enjoy the Ride, Drive & Discover and We Care.

Responsibilities

• Lead the day-to-day operation of the park, ensuring areas are ready to deliver an outstanding guest experience.
• Oversee incident management, safety and service standards to keep the resort running smoothly.
• Inspire, 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 across teams.
• Support peak trading periods, new openings and responses to operational challenges.

Job description

Merlin Entertainments at Alton Towers Resort in Staffordshire is seeking a Senior Park Operations Manager to lead the day-to-day park operations, delivering safe, seamless and unforgettable guest days. You will coach operational leaders, manage incidents, and ensure safety and service standards across the resort.

You will collaborate with teams to boost performance, guest satisfaction and align with key business objectives. Start date January 2027, with a dynamic, inclusive workplace.