Operations Manager

LEGOLAND Discovery Centre • Auburn Hills, MI

20d • $64,000 • Onsite

About The Position

The Operations Manager ensures that every guest enjoys a magical, memorable, world-class guest experience and that every member of our team embraces and exhibits our company values. The Operations Manager will oversee the efficient, effective, and safe day-to-day running of assigned areas of the attraction, while maximizing profitability through a proactive approach to people, process, and vendor management. This is what we do every day. Our 31,000+ awesome colleagues create and play together to spark the imaginations of children and LEGO® fans of all ages, all around the world. Just imagine being part of this – playing with ideas, creating magical experiences, and learning while growing and building your dream career.

Requirements

• High School Diploma or GED.
• Minimum three years of service industry experience with three years of management experience required including a visitor attraction, theme park, museum, hotel or theater environment, or equivalent combination of experience and education.
• Proven ability to work on multiple projects simultaneously and multitask as necessary.
• Extensive knowledge of computers including Microsoft Office - Excel, Outlook, and Word.
• Proven ability to work on multiple projects simultaneously and multi-task as necessary.
• Desire to work in fast-paced environments.
• Highly self–motivated strong leader with proven success managing operational teams.
• Passion for providing excellent experiences to our guests is critical.

Nice To Haves

• College degree preferred.

Responsibilities

• Meets or exceeds all daily, weekly, monthly, and annual Per Cap, Transaction Value, KPI, and Mystery Visit targets.
• Ensure the Guest Experience Team consistently delivers world-class experiences to our guests, as evidenced by continuously meeting or exceeding KPI and Mystery Visit targets.
• Deliver initial and ongoing training of Guest Experience Team as required for safe, efficient, and effective operation of assigned areas.
• Work with General Manager to create and implement optimal and compliant labor budgets/schedules for various day-types and seasonal needs.
• Lead the team to be Guest-Obsessed, positive, proactive, and FUN.
• Ensure that the highest possible standards of service, cleanliness, technical operation, and safety are adhered to by the team.
• Support and inform General Manager as part of the attraction Senior Leadership Team.
• Achieve/Maintain/Exceed acceptable or better status on Internal Audit, Health and Safety, and other areas.
• Lead by example, particularly on peak trading days, and be able to confidently work every guest facing position in the attraction.
• Trained, willing, and able to serve as manager on duty.
• Takes responsibility for recruiting, hiring, onboarding, and ongoing training for the Guest Experience Team
• Understands and clearly communicates KPIs and other success metrics to Guest Experience Team.
• Manages performance and growth of the Guest Experience Team through Personal Development Plans, Appraisals, and Training.
• Monitors the visual appeal and effectiveness of all assigned areas, regularly making improvement recommendations to GM.
• Utilizes Financial Reports, Admission Reports, KPIs, GM input, and Merlin Senior Leadership input to recommend changes and improvements to GM.
• Coaches and Manages Guest Experience Team to provide best-in-class guest experience and maximize profit in all assigned areas.
• Demonstrates Merlin Values at every opportunity and requires Guest Experience team to do the same.
• Works closely with Marketing and Sales teams (at GM direction) to deliver operational excellence in support of any events or new exhibits.
• Perform other duties as assigned.

Benefits

• The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.
• The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe.
• Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED