Head of Resort Operations Center
Location
Winter Haven, FL | United States
Job description
Ignite Your Leadership Journey at LEGOLAND Florida Resort! Join Us as the Head of Resort Operations Center.
Are you ready to be a driving force in creating lasting memories, spreading joy, and fostering happiness? LEGOLAND Florida Resort, a 150-acre interactive theme park dedicated to families with children aged 2 to 12, is seeking a passionate and experienced Head of Resort Operations Center. With over 50 rides, shows, and attractions, including the iconic LEGOLAND Water Park, LEGOLAND Hotel, and LEGOLAND Beach Resort, we are committed to providing unparalleled family fun!
Scope of the Job:
As a pivotal figure in our mission to be the best workplace and destination globally, the Head of Resort Operations Center takes overall department ownership. Reporting to their assigned Director, this role drives project development and implementation, contributing to the continual enhancement of their segment of the business. Collaborating with global Merlin leaders, the Head of ensures that the department remains a cornerstone of what makes LEGOLAND the world's best place to work and visit.
Main Responsibilities:
Operational:
- Oversee all aspects of Resort Operational Planning, including scheduling, payroll, training, and labor optimization.
- Lead the Multi Skilling agenda, maximizing employee and labor efficiency across the Resort.
- Ensure agreed-upon resource levels, creating contingency plans and reallocating labor as necessary.
- Continuously monitor guest flow, addressing hot spots, and maximizing resource utilization.
- Develop and implement operational policies, procedures, and training programs, including health and safety.
- Review and optimize departmental resource models, overseeing Multi Skilling training programs.
- Lead Continuous Improvement at LEGOLAND Florida Resort.
- Perform Park Duty Manager shifts as a Resort 10.
- Act as the UKG subject matter expert for LEGOLAND Florida Resort.
Financial:
- Collaborate on budgets, cost, and revenue projections with senior leadership.
- Handle the department’s budget, monitoring in collaboration with profit protection.
- Monitor department profit and loss (P&L).
- Analyze upstream and downstream effects of department spending.
- Ensure Resort labor costs stay within budget, addressing overages promptly.
- Regularly analyze labor trends, reporting unexpected patterns to Resort Senior Leadership.
People:
- Collaborate with the Director to establish cohesive operational standards supporting growth and succession.
- Evaluate, train, and coach a professional team through discipline and recognition.
- Process feedback from all department members, crafting action plans for continuous improvement.
- Manage team turnover within site targets.
- Demonstrate Merlin values as the role model, continuously self-developing for future leadership.
Health & Safety:
- Ensure all aspects of Health, Safety & Security are managed within the team.
- Uphold Group Policy (HS001), including risk assessments and safe working procedures.
Background and Experience:
A Head of must demonstrate reliability, consistency, and integrity with at least five years of progressive experience in a Theme Park or related customer service leadership role. Two additional years of demonstrated management experience with operational, financial, and people responsibility are required. Knowledge of computer systems, budgeting, scheduling, and operations is essential. Strong leadership, staff development, organizational, and communication skills are crucial.
Education:
A Bachelor’s degree in business, management, or a related field is preferred.
Physical Demands:
- Ability to attend meetings, perform paperwork, travel, and drive.
- Intermittent and prolonged standing and walking around the park site.
- Finger dexterity for paperwork and computer use.
- Visual acuity for reading and driving.
- Hearing sufficient for communication in person and by telephone.
Work Environment:
- Various inside and outside locations with varying temperatures.
- Exposure to wet and/or humid conditions.
Other Job Requirements:
- Performs assigned duties.
- Attendance is mandatory.
- Willingness to work flexible hours, including evenings and weekends.
- Valid driver’s license and willingness to use own vehicle for business purposes.
What you'll get...
- Competitive salary and benefits.
- Free entry to LEGOLAND Florida Resort for you and your family.
- 30% discount on LEGOLAND Florida Resort products.
- Tuition assistance, free transit usage, and continuous career development opportunities.
Embark on a thrilling career with us! Apply now and become a part of the LEGOLAND magic!
Please consider whether you'll be able to travel to and from the Resort. Some shifts may fall into unsociable hours.
About Merlin Entertainments:
LEGOLAND Florida Resort is part of Merlin Entertainments, a global leader in location-based family entertainment. Operating over 100 attractions, 15 hotels, and 6 holiday villages in 24 countries, Merlin aims to deliver unique, memorable, and rewarding experiences worldwide.
From USD $90,000.00/Yr.
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