Head of Resort Operations Center

About us...

LEGOLAND Florida Resort is a 150-acre interactive theme park dedicated to families with children between the ages of 2 and 12. With more than 50 rides, shows, and attractions, and uniquely themed LEGOLAND Water Park, LEGOLAND Hotel, and LEGOLAND Beach Resort inspired by the LEGO and DUPLO brands, LEGOLAND is geared towards family fun!

Scope of Job:
As an essential player in helping our business create more memories, bring more joy, and spread more happiness in more places to more people than anyone else in the world, a Head of role exists to take overall department ownership and remains the department’s key point of contact for both internal and external situations and issues. Under limited supervision by their assigned Director, a Head of drives project development and implementation to continue improving their portion of the business. By developing the long-term strategic plan for the department in collaboration with other global Merlin leaders, the Head of ensures that their department remains an exceptional and crucial building block for what makes this the best place in the world to work and visit.

Main Responsibilities:

The Head of Resort Operations Center acts as the strategic point for their department, taking ownership of the following:

1.Operational
•Oversees all aspects of Resort Operational Planning including but not limited to scheduling, payroll, training, labor optimization and reporting.
•Leads the Multi Skilling agenda for LEGOLAND Florida Resort, maximizing employee and labor efficiency across the Resort.
•Ensures all departments within their scope have agreed upon resource levels at all times, ensuring contingency plans are created when necessary and labor is reassigned as required.
•Regularly reviews all available Resort data to continually monitor guest flow around the Resort, ensuring that labor is utilized effectively to meet demand, hot spots are addressed in a timely manner and resource is maximized to drive operational brilliance.
•Develops and oversees the implementation of operational policies, procedures, and training program development for the department, including health and safety.
•Utilizes knowledge of operations to develop and review service standards, sales opportunities, promotional ideas, and means of enhancing the employee and guest journey.
•Ensures that the department delivers against the set and agreed Key Performance Indicators (KPI’s); functions as stakeholder in guest service and customer satisfaction, regularly evaluating and implementing action plans to improve results.
•Cascades vital business information through leadership team to frontline Model Citizens, ensuring that each party receives the appropriate information to be successful and engaged in their assigned work.
•Continually reviews departmental resource models, optimizing shifts through use of Resort Operations Team
•Oversees Multi Skilling training program to ensure all areas have appropriately trained staff within their pathways and ensuring training efficiency at all times.
•Responsible for leading Continuous Improvement at LEGOLAND Florida Resort.
•Trained and able to perform Park Duty Manager shifts as a Resort 10.
•Is required to be UKG subject matter expert for LEGOLAND Florida Resort.

2.Financial
•In collaboration with senior leadership, creates budgets, cost and revenue projections.
•Ultimately responsible for the handling of the department’s budget, monitoring this in collaboration with profit protection.
•Monitors profit and loss (P&L) of department.
•Aware of upstream and downstream effects of department spending, both within their assigned area and across the resort as a whole.
•Responsible for ensuring Resort labor costs remain within budget with any overspends agreed upon at Director level with clear operational reasons.
•Responsible for regularly updating departmental leadership on their labor hours ensuring they remain withing agreed upon budgets and taking action to address any overages in a prompt manner.
•Regularly analyzes labor trends monitoring any high-level patterns and reporting anything unexpected to Resort Senior Leadership.

3.People
•Collaborates with the Director and appropriate business partners to establish a cohesive and consistent operational standard that can support growth and succession.
•Evaluates, trains, and coaches a professional, efficient, and effective team through appropriate discipline and recognition, empowering their assigned leadership to create constructive change for the future.
•Strategic point for processing feedback from all members of their department and crafting an appropriate action plan for continuous improvement.
•Manages team turnover within site targets.
•Demonstrates the Merlin values as the role model of their department, continuously self-developing to offer future leadership to the company.

4.Health & Safety
•Managers/supervisors are responsible for all aspects of Health, Safety & Security within their team, in line with the Group Policy (HS001). In particular, they must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees in their teams are aware of the Group Health, Safety and Security Policy and their obligations under it. They must ensure that safe working practices are monitored and that risk assessments and procedures are reviewed regularly. Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.
•Employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Policy (HS001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.

Background and Experience:
A Head of must be able to demonstrate a history of reliability, consistency, and integrity. This role requires at least five years of progressive experience in a Theme Park or related customer service leadership role. A minimum of two additional years of demonstrated management experience with operational, financial, and people responsibility is required. Knowledge of computer systems, including employee databases and operating management systems, is required. Requires an in-depth knowledge of budgeting, scheduling, operations. Effective leadership, staff development, organizational, verbal and written communication skills are required. Strong interpersonal and leadership skills are also required.

•Demonstrated knowledge of labor management systems with specific knowledge of UKG Pro Workforce Management advantageous
•At least two years of experience in operational planning or scheduling in a Theme Park, Hospitality, Leisure or other similar field
•Advanced Excel and PowerBI knowledge advantageous
Education:
A Bachelor’s degree (or equivalent education and experience) in business, management, or closely related field is preferred.

Physical Demands:
•Ability to sit for sustained periods of time to attend on-site and off-site meetings, perform paperwork activities, travel and drive.
•Intermittent and prolonged standing and walking to move about the park site, and interact with employees.
•Finger dexterity sufficient to complete paperwork activities and to use a computer.
•Visual acuity sufficient to read written materials, to complete paperwork activities, and to drive.
•Hearing sufficient to communicate with individuals in person and by telephone.

Work Environment:
•Various inside and outside locations with varying temperatures and floor surfaces
•Exposed to wet and/or humid conditions.

Other Job Requirements:
•Performs other duties as assigned.
•Attendance is a mandatory function of this job.
•Must be willing to work flexible hours, including evenings and weekends to support Resort operations.
•Must have a valid driver’s license, safe driving record and be willing to utilize own vehicle for business purposes.

Compensation for this role starts at $90k based on skills and experience.

What you'll get...

In addition to a fun and friendly environment, you will also find: competitive salary free entry to LEGOLAND Florida Resort (which also extends to family and friends) 30% discount on LEGOLAND Florida Resort food, beverage and retail products, tuition assistance, free unlimited usage of the local transit system. Furthermore you will enjoy continuous support and opportunities to branch out and develop your career within LEGOLAND and Merlin Entertainments!

** Please consider whether you'll be able to travel to and from the Resort. Some shifts may fall into unsociable hours.**

About Merlin Entertainments

LEGOLAND Florida Resort is part of Merlin Entertainments. A business built on fun, Merlin is a global leader in location based, family entertainment. As Europe's Number 1 and the world's second-largest visitor attraction operator, Merlin now operates over 100 attractions, 15 hotels, and 6 holiday villages in 24 countries and across 4 continents. Our aim is to deliver unique, memorable, and rewarding experiences to millions of visitors across our growing estate of the best known names in global leisure.

Everyone Matters at Merlin.
At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters! Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.