Zonal Operations Manager

3w3 weeks ago

Merlin Entertainments

Goshen, US · Full-time · $70,000 – $85,000

About this role

The Zonal Operations Manager is a critical leadership role within the LEGOLAND New York Resort, responsible for overseeing the day-to-day operations of a specific geographical zone. This role focuses on ensuring operational excellence, guest satisfaction, and adherence to brand standards across all rides, commercial units, and guest amenities.

As the central point of decision-making within the zone, you will handle escalations, coordinate resources, and ensure operational readiness at all times. You will maintain high standards for cleanliness and presentation across rides, commercial units, and guest amenities, while also acting as Resort or Zone Duty Manager as required.

Leading a dedicated, multiskilled team, you will drive collaboration and continuous improvement through regular briefings and performance reviews. You will promote team engagement initiatives and nurture development opportunities, fostering an inclusive work environment aligned with company values and coaching operations leads to deliver outstanding guest service.

Monitoring guest experience within the zone, you will address feedback proactively to enhance satisfaction and Net Promoter Score. You will collaborate with cross-functional teams to contribute to Resort-wide improvement initiatives, sharing best practices between zones for continuous operational excellence. This role offers the opportunity to shape the guest journey and develop your leadership in a dynamic resort environment.

Requirements

Proven experience in a leadership role within a resort, theme park, or similar hospitality environment.
Strong knowledge of operational excellence, guest satisfaction metrics, and brand standards.
Demonstrated ability to manage multiple operational areas including rides, commercial units, and guest amenities.
Excellent decision-making and conflict resolution skills for handling escalations and resource coordination.
Experience leading and developing multiskilled teams, including conducting briefings and performance reviews.
Familiarity with health and safety regulations, risk assessments, and incident reporting procedures.
Ability to collaborate effectively with cross-functional teams and contribute to resort-wide initiatives.

Responsibilities

Manage and oversee all operational aspects of the designated zone, ensuring safety, efficiency, and guest enjoyment.
Act as the central point of decision-making within the zone, handling escalations, coordinating resources, and ensuring operational readiness.
Maintain high standards for rides, commercial units, guest amenities, and cleanliness within the zone.
Lead, motivate, and coach the zonal team and Operations Leads to deliver outstanding guest service and operational standards.
Monitor and analyze the guest experience within the zone, addressing feedback proactively to enhance satisfaction and NPS.
Build strong relationships with cross-functional teams to ensure seamless operations and delivery of business objectives.
Oversee compliance with the Merlin Entertainments Group Health, Safety and Security Policy, including risk assessment and incident reporting.