Head of Resort Operations

21 hours ago

Chertsey, United Kingdom THORPE PARK Resort Full time

**Head of Resort Operations**

THORPE PARK Resort, Staines Road
Chertsey, SURREY, KT16 8PN
United Kingdom

***

**We are recruiting for a Head of Operations, here at THORPE PARK Resort, where no two days are ever the same**

We are currently recruiting for a Head of Resort Operations Reporting into our Operations Director, you will be responsible for major aspects of our frontline operation, including our Park Presentations team, the Central Planning Team, our Admissions, Car Park and Business Reception team, and our Hotel offering. Using your dynamic communication and interpersonal skills, you will influence across the breadth of your team and the Resort, to support the delivery of internal and external KPIs.

As Head of Resort Operations, you will effectively lead and motivate your team, whilst ensuring industry standards are met in terms of safety, operational efficiency, guest service and brand presentation.

As our Head of Resort Operations, you will be responsible for;
- The Admissions, Business Reception and Car Park department, ensuring Guests have a smooth arrival and exit to the Resort and teams are supported to maximise Guest experience
- The Hotel operation, including the turnaround of rooms, check in & out, guest satisfaction and guest welfare/safety whilst on site. Whilst not directly accountable for room bookings, the business should be run in a way in which to maximise sleeper spend whilst on site
- The Resort Central Planning Team, including the full-circle staff journey from onboarding through to leaving. Responsible for the timely and accurate publishing of all Resort variable rosters and driving all Multiskilling across the Resort
- The resort Site Presentation and Waste Management team, including all cleaning and environmentally friendly waste disposal. Driving standards across the site, delivering year-on-year improvement in cleanliness and waste KPIs
- Updating training and rostering the Resort incident management team. Work closely with the Security and First Aid department in-line with Group and national policy
- Working closely with the wider Operations Team and support functions to improve the Operational business, and participate in the strategic direction of the business and five-year plan for Thorpe Park
- Monitoring and analysing Operational performance across Thorpe Park, taking ownership for identifying and implementing effective strategies that drive improvements
- Delivering agreed Guest and Staff KPI’s, across Thorpe Park attractions

We are looking for the following skills and experience;
- You’ll be a strong people Manager who has experience of leading large multi-operational teams
- Experience of high volume, fast paced, visitor attractions Management, with exposure to Senior Leadership
- Analytical with a drive for efficiency
- Knowledge and experience of Admissions and/or Hotel operations desirable
- A proven track record of success in driving operational discipline, positive health & safety culture, and continuous improvement plans
- Ability to self-manage, use initiative and also able to prioritise tasks at short notice
- You will be a driven individual who is able to manage budgets and cost controls

This role is Full Time, Permanent, averaging 40 hours per week and will include weekends and bank holidays as required.

We strive to ensure we offer our employees a great place to work. Alongside a fun and friendly environment, a competitive annual salary and 33 days holiday you can look forward to enjoying a great benefits package including access to our Employee Assistance Programme; a Merlin Magic Pass, which gives you and your friends and family free admission to all of our attractions worldwide; as well as 25% discount in our retail shops and restaurants and 40% discount on LEGO, and much more Perhaps the biggest benefit of joining us, however, is the outstanding opportunities for career development across the expanding group.

**Everyone Matters at Merlin.**:

- At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry._

LI-AM1

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