THORPE PARK Resort, Staines Road
Chertsey, SURREY, KT16 8PN
Do you fancy a theme park as your office and a role where no two days will be the same? THORPE PARK Resort are hiring for an Operations Director; this could be the opportunity for you!
Due to an internal promotion, we are seeking an exceptional Operations Director to lead the Operations team in-line with the Resort s strategic direction. You will drive outstanding guest experiences, through industry-leading customer service and staff motivation; pioneering delivery of operating product; and maintaining high standards of safety and welfare. No two days will be the same in this role; there will be a healthy mix of both office-based work and having a presence on Park, leading from the front.
As Operations Director you will responsible for Admissions Front of House; Rides & Attractions; Entertainments; Customer Services; Contact Centre; Security; Duty Management and Business Continuity. You ll be a strong communicator who has experience of internal and external stakeholder management; with the ability to take difficult and quick decisions in challenging pressurised situations, to ensure minimal impact on the business.
We are looking for the following skills and experience;
Experience of leading large and diverse teams in an operational environment at a senior level with a passion for continuous improvement. Team development and performance management, up to middle management In-depth knowledge of service provision to guests, including a track record in driving improvement in customer KPIs and Mystery Shop scores Dealing with complex problems and escalated guest recovery. Experienced in operational planning, business continuity and crisis management. Knowledge of the principles of ticketing systems and guest flow management. Understanding of general Health and Safety legislation predominantly in terms or mitigating risk in operational areas (COSHH, Risk Assessment, Audits) Ability to manage large budgets, taking full accountability for profit and loss
What s in it for me? I hear you ask!
Alongside a competitive salary 33 days holiday (including bank holidays) Group Personal Pension Plan FREE tickets to our Merlin attractions worldwide 40% discount on LEGO online Training & Development opportunities within Thorpe Park and Merlin Entertainments globally and much more! This role is a permanent full-time position, requiring flexibility to work hours in-line with demands of the operation; you ll be able to cover weekends and bank holidays, and act as on-call cover where required. You ll ideally be based locally to site, and able to travel to other Merlin Entertainments sites as needed.
If successful through the application process, you will be invited to an interview. If you have any questions or if you require any assistance at the event, because of a disability or medical condition, please contact us by email at and one of the team will get back to you as soon as possible.
Here at Merlin Entertainments we are proud to have a diverse workforce, and we re all about providing equal opportunities to the whole team. Because of this we are committed to an active all together programme which starts with our recruitment and selection process.
- Company Name
- Merlin Entertainment
- Job Location
- South East
- United Kingdom