Merlin Entertainments Operations Manager in Las Vegas, Nevada
We are Madame Tussauds Las Vegas and we are part of the magical Merlin Entertainments!
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 Madame Tussauds Las Vegas!
About The Role
Manage a team of fun driven and enthusiastic magic and memorable experience makers. We are now looking for an exceptional Guest Experience Manager to oversee the smooth and safe running of our exciting attraction on a daily basis. The Guest Experience Manager will be the first point of contact for all guest issues. The will help to lead the Operational and Commercial Teams in their goal of delivering unique, memorable , and rewarding experiences to all our guests.
Takes an active role in devising and implementing Customer Service strategy
Facilitates and supports the delivery of the team briefings
Conducting interviews to select the highest quality new team members
Develops a staff incentive scheme to increase individual motivation, commercial spends and promote teamwork
Celebrates successes of staff
Covers all aspects of both commercial and guest experience operations
Constantly motivating and giving feedback to all front line staff on their standards of Guest Service
Acts as a mentor and coaches on areas for development
Manages team, sets objectives, probationary reviews, appraisals and training
Ensures all register errors are kept to a minimum and investigating any discrepancies that occur
Schedule assigned core teams to ensure proper coverage and staff utilization for the delivery of customer service to our guests
Coaches and motivates staff throughout the attraction to maximise sales opportunities and ensure secondary spend targets are achieved
Supports the Operations Management Team creating a generic “profile” of an ideal employee to assist in recruiting team members
Leads by example and is the perfect role model for all customer-facing team to follow
Adopts an enthusiastic, assertive and passionate approach to Customer Service, and demonstrates the Group values at every opportunity
Actively encourages and supports new and innovative ideas from all team members on how to improve the business
Ensures staff responds positively to change, understand the way forward, and are able to look at all aspects of their areas of resonsibility through the eyes of our Customers
Pushes responsibility as close to the customer as possible at every opportunity by encouraging front line staff to take responsibility for any situations they are faced with and to constantly use their own initiative About You
Minimum of 2-3 years of service industry experience with 1-2 years of supervisory experience in a visitor attraction, theme park, museum, hotel or theater environment; or equivalent combination of experience and education.
Experience of maintaining flexibility and the highest level of service in high-pressure and/or stressful situations.
Proven ability to work on multiple projects simultaneously and multi-task as necessary.
Extensive knowledge of computer including Microsoft Office - Excel, Outlook and Word.
Desire to work in fast-paced environments.
A natural team leader with a confident, assertive but approachable personality.
Enthusiastic, boundless and infectious energy about the business and the ability to enthuse others.
Must be flexible and able to work a variety of shifts, including days, nights, weekends, holidays and special events. Education:
High School Diploma or GED required. College degree preferred. 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.
Madame Tussauds is the ultimate celebrity fun day out, where else can you get up close and personal with A-List celebrities, sporting legends, political heavyweights and historical icons and relive the lives, events and moments that made the world talk about them.
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.
We offer flexible opportunities, in a totally unique environment. We know this is a great place to work, but don’t just take our word for it…click hereto see us in action!
Work Locations: Madame Tussauds Las Vegas 3377 Las Vegas Blvd South Las Vegas, NV 89109
Closing Date (Period for Applying) - External: Ongoing