Operations Manager

Merlin; San Antonio (TX); On-site; USD 48,000 - 65,000; Full time

Benefits offered by this job

Health care options

Paid time off

Merlin Magic Pass

Recognition programs

401(k) program

Tuition reimbursement

Learning and advancement opportunities

Job summary

Merlin Entertainments is seeking an Operations Manager to oversee day-to-day operations of assigned attraction areas and deliver a world-class guest experience.

You will lead the Guest Experience Team, train staff, manage labor budgets, and relentlessly pursue safety, service quality, and profitability. This role requires strong leadership, multitasking, and a passion for entertaining guests.

Qualifications

• Minimum three years of service-industry experience with three years of management experience.
• Proven ability to work on multiple projects and multitask.
• Excellent communication, negotiation, interpersonal, and organizational skills.

Responsibilities

• Meet or exceed quarterly KPI targets and guest satisfaction metrics.
• Lead and train the Guest Experience Team for safe, efficient operations.
• Develop labor budgets/schedules for various day-types and seasonal needs.
• Ensure safety, cleanliness, and high service standards across areas.
• Recruit, onboard, and develop team members; manage performance and growth.

Skills

People management

Budgeting

Training and development

Leadership

Education

High School Diploma or GED

College degree preferred

Tools

Microsoft Excel

Microsoft Outlook

Microsoft Word

Job description

What you'll bring to the team

The Operations Manager ensures that every guest enjoys a magical, memorable, world-class guest experience and that every member of our team embraces and exhibits our company values. The Operations Manager will oversee the efficient, effective, and safe day‑to‑day running of assigned areas of the attraction, while maximizing profitability through a proactive approach to people, process, and vendor management.

Key Responsibilities:

• Meets or exceeds all daily, weekly, monthly, and annual Per Cap, Transaction Value, KPI, and Mystery Visit targets.
• Ensure the Guest Experience Team consistently delivers world-class experiences to our guests, as evidenced by continuously meeting or exceeding KPI and Mystery Visit targets.
• Deliver initial and ongoing training of Guest Experience Team as required for safe, efficient, and effective operation of assigned areas.
• Work with General Manager to create and implement optimal and compliant labor budgets/schedules for various day-types and seasonal needs.
• Lead the team to be Guest-Obsessed, positive, proactive, and FUN.
• Ensure that the highest possible standards of service, cleanliness, technical operation, and safety are adhered to by the team.
• Support and inform General Manager as part of the attraction Senior Leadership Team.
• Achieve/Maintain/Exceed acceptable or better status on Internal Audit, Health and Safety, and other areas.
• Lead by example, particularly on peak trading days, and be able to confidently work every guest facing position in the attraction.
• Trained, willing, and able to serve as manager on duty.
• Takes responsibility for recruiting, hiring, onboarding, and ongoing training for the Guest Experience Team
• Understands and clearly communicates KPIs and other success metrics to Guest Experience Team.
• Manages performance and growth of the Guest Experience Team through Personal Development Plans, Appraisals, and Training.
• Monitors the visual appeal and effectiveness of all assigned areas, regularly making improvement recommendations to GM.
• Utilizes Financial Reports, Admission Reports, KPIs, GM input, and Merlin Senior Leadership input to recommend changes and improvements to GM.
• Coaches and Manages Guest Experience Team to provide best-in-class guest experience and maximize profit in all assigned areas.
• Demonstrates Merlin Values at every opportunity and requires Guest Experience team to do the same.
• Works closely with Marketing and Sales teams (at GM direction) to deliver operational excellence in support of any events or new exhibits.

The above list is not exclusive or exhaustive and may require undertaking such tasks as may reasonably be expected within the scope and grading of the role.

Education and Experience:

High School Diploma or GED. College degree preferred. Minimum three years of service industry experience with three years of management experience required including a visitor attraction, theme park, museum, hotel or theater environment, or equivalent combination of experience and education. Proven ability to work on multiple projects simultaneously and multitask as necessary. Extensive knowledge of computers including Microsoft Office - Excel, Outlook, and Word. Proven ability to work on multiple projects simultaneously and multi-task as necessary. Desire to work in fast‑paced environments. Highly self‑motivated strong leader with proven success managing operational teams. Passion for providing excellent experiences to our guests is critical. This combined with excellent communication, negotiation, interpersonal and organizational skills will be vital in driving visitor numbers to the attraction and getting the most out of your team.

Licenses and Certifications:

Ability to obtain related licensures or certification as may be required to perform the essential function of the position or as required by law.

Benefits of Joining Merlin Entertainments!

• Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.
• Outstanding Paid Time Off (PTO): Enjoy well‑deserved breaks to recharge!
• Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions.
• Recognition Programs and Rewards: Celebrate your achievements and hard work!
• 401(k) Program: Save for the future with company matching contributions.
• Tuition Reimbursement Programs: Get support for further education and career growth.
• Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!

Pay Range

USD $56,246.00/Yr.