Operations Manager-COC0000AI

Raise your sights with a career at The Coca-Cola Orlando Eye!

Do you have the Magic in you to create memorable experiences all for the love of fun? Do you wish to cast a spell of laughter and enjoyment to the people around you?  Want to join a team that creates smiles and memories globally on a daily basis? Then you have the magic to be Team Merlin at The Orlando Eye!

About The Role 

The Operations Manager is responsible for the day to day smooth and profitable operation of the attraction through a proactive approach to operational issues and people management. The Operations Manager delivers a long-term growth plan for key business objectives and assumes responsibility for the attraction in the absence of the General Manager.

Responsibilities

• Manage the operation of the Admissions, Ride, VIP and Retail departments, ensuring safety, profitability and world-class guest service are prioritized at all times.
• Lead the Operations team to deliver unique, memorable and rewarding experiences to all of our internal and external guests.
• Identify short and long term objectives for improving the operation, showing detailed knowledge of overall business objectives.
• Grow secondary spends, KPIs, and Mystery Visit metrics in line with business development targets.
• Provide comprehensive financial control to reduce costs and expenses.
• Improve the culture and engagement of the Operations team through recognizing, rewarding and developing all team members.
• Positively manage change and identify original and innovative approaches and solutions to long term and short term challenges.
• Monitor and evaluate team performance in regards to achieving key business metrics.
• Develop staff incentive schemes to increase individual motivation and promote teamwork.
• Coach and motivate staff to provide best possible delivery in their role, prioritizing health and safety output, guest experience measures and commercial productivity.
• Communicate effectively with all members of the Operations team.
• Ensure the staffing levels for the day are appropriate given the level of guest volume.
• Attend to any operational challenges as they may occur at any given moment.
• Assume position of Duty Manager in rotation with Management Team.
• Manage guest flow to maximize customer experience.
• Make key operational decisions in times of crises or incident, in the absence of the General Manager.
• Create strategic plan to grow Retail spend per head and shop profitability.
• Implement changes to the Retail store to increase revenue on a daily, weekly and monthly basis, where necessary.
• Control inventory through a proactive management of Retail team and Retail processes.
• Create a strategic plan to grow Admissions revenue, implementing improvements to maximize upsells at the register.
• Support the photography department, providing tools, framework and feedback necessary to ensure they are exceeding their budgeted commercial performance.
• Increase sales in secondary products and those sold by the VIP team.
• Develop more products to meet consumer demand.

Qualifications and Education

• Minimum of 3 years supervisory or management experience in the service or entertainment industry; including a visitor attraction, theme park, museum, hotel or theater environment
• Experience in Operations
• Ability to work well under pressure and stressful situations
• Experience developing teams and strategic goals
• Extensive knowledge of Microsoft Excel, Outlook and Word
• Proven ability to work on multiple projects simultaneously
• Great organization skills, detail-oriented and self-starter

About The Benefits

In return you will find a competitive salary and benefits package (including a medical, vision, dental, life insurance and 401(k) matching plan offering), share program opportunities, and benefit from free entry to all of our Merlin attractions which also extend to family and friends.  In addition, you can expect continued growth of joining an exciting, global organization.

About Us

The Orlando Eye is a 400ft observation wheel, providing unrivalled breath-taking views of Central Florida in all directions within fully enclosed, air-conditioned glass capsules.

Merlin Entertainments, plc is a business built on fun. We are the world's second-largest visitor attraction operator. We operate over 100 attractions, eight hotels and three holiday villages in 22 countries across four continents and we run some of the best known names in global leisure. These include the likes of SEA LIFE, Madame Tussauds, the Dungeons, the Eye brand, and LEGOLAND.  Whether you are serving delicious food, working in the office, maintaining the attractions, entertaining guest or operating rides, the objective is to provide a truly memorable experience and a great day out for all members of the family.