Park Operations Lead – Guest Experience & Safety

Merlin; Town of Goshen (NY); Sur place; USD 60 000 - 81 000; Plein temps

Avantages offerts par ce poste

Health insurance

Paid time off

Merlin Magic Pass

Recognition programs

401(k)

Tuition reimbursement

Learning opportunities

Résumé du poste

Merlin is seeking a Senior Park Operations Manager in Goshen, NY to lead daily park operations, ensuring safety, efficiency, and a peak guest experience across all areas. You will oversee incident management, coordinate with multiple teams, and uphold brand standards throughout the season.

The role requires strong leadership, coaching, and performance review skills, plus a focus on ride uptime and guest satisfaction.

Qualifications

• Proven leadership experience guiding operational teams in a high-volume environment.
• Strong commitment to delivering exceptional guest experiences and safety.
• Ability to manage incidents, resolve escalations, and coordinate cross-team actions.
• Knowledge of brand standards, ride operations, and resource allocation.

Responsabilités

• Provide leadership and support for daily park operations to ensure a safe, efficient, and enjoyable guest experience.
• Act as central decision-maker during daily operations, manage incidents, coordinate teams, and resolve escalated guest complaints.
• Oversee park readiness and maintenance to meet brand standards and ensure high uptime.
• Focus on ride availability and performance by collaborating with teams to maximize uptime and efficiency.
• Serve as Resort or Zone Duty Manager as required.
• Lead, coach, and motivate teams to deliver exceptional guest service and operational standards.
• Conduct regular training, briefings, and performance reviews aligned with park objectives.
• Promote engagement initiatives and drive team participation in line with Merlin values and site goals.
• Identify opportunities for team development and ensure direct reports can lead their teams effectively.
• Monitor guest experience by analyzing journeys and addressing feedback proactively.
• Handle guest escalations using the guest recovery matrix and ensure timely resolutions.
• Support Guest Experience to champion accessibility and highlight improvement opportunities.
• Collaborate with Planning and Business Support to meet KPIs, mystery visit targets, and experience strategies.
• Build relationships with Resort departments to support seamless operations and attend to guest, team, and business needs.
• Collaborate with other Resort teams for peak seasons, events, and openings; ensure teams are briefed.
• Contribute ideas for operational improvements and share best practices across zones.
• Oversee compliance with Merlin Entertainments Group Health, Safety and Security policies.
• Understand risk assessments and report new risks as appropriate.
• Ensure timely and accurate reporting of incidents or accidents.
• Suggest ideas for improving safety in the workplace to the line manager.

Description du poste

Merlin is seeking a Senior Park Operations Manager in Goshen, NY to lead daily park operations, ensuring safety, efficiency, and a peak guest experience across all areas. You will oversee incident management, coordinate with multiple teams, and uphold brand standards throughout the season.

The role requires strong leadership, coaching, and performance review skills, plus a focus on ride uptime and guest satisfaction.