Operations & Guest Experience Leader

Merlin; Auburn Hills (MI); On-site; USD 54,000 - 74,000; Full time

Job summary

LEGO Group is seeking an Operations Manager to oversee guest experience and daily operations, ensuring safety, efficiency, and profitability. The role requires leading a dynamic Guest Experience Team, managing budgets, training staff, and maintaining high standards across assigned areas.

The role emphasizes guest-obsessed leadership, collaboration with Marketing and Sales, and a strong focus on health and safety, with growth potential within a world-class theme environment.

Qualifications

• High School Diploma or GED; college degree preferred.
• Minimum three years in service industry with three years of management experience including guest attractions such as parks, museums, hotels, or theatres.
• Experience supervising teams and delivering training, with multitasking ability.
• Strong computer skills including Microsoft Office (Excel, Outlook, Word).

Responsibilities

• Meet or exceed all KPI and Mystery Visit targets.
• Deliver training for Guest Experience Team on safe, efficient operations.
• Collaborate with General Manager to create labor budgets and schedules.
• Lead and develop Guest Experience Team to be guest-obsessed and proactive.
• Ensure high standards of service, cleanliness, safety, and operation.
• Serve as manager on duty when needed and recruit/onboard/train staff.
• Communicate KPIs and success metrics to the team.
• Support audits and improve areas based on reports and GM input.

Skills

Leadership

Guest experience

KPI tracking

Multitasking

Staff development

Budgeting

Safety compliance

Education

High School Diploma or GED

College degree preferred

Tools

MS Office (Excel/Outlook/Word)

Job description

LEGO Group is seeking an Operations Manager to oversee guest experience and daily operations, ensuring safety, efficiency, and profitability. The role requires leading a dynamic Guest Experience Team, managing budgets, training staff, and maintaining high standards across assigned areas.

The role emphasizes guest-obsessed leadership, collaboration with Marketing and Sales, and a strong focus on health and safety, with growth potential within a world-class theme environment.