Guest Experience Manager (Operations Manager) - LEGOLAND Discovery Centre Brussels

Guest Experience Manager (Operations Manager) - LEGOLAND Discovery Centre Brussels (Operations Manager)

Docks Bruxsel, Quai des Usines 163 1000 Bruxelles
Brussels
Belgium

Merlin Entertainments is a business built on fun. We are the world’s second-largest visitor attraction operator and we have over 129 attractions, 21 hotels and 6 holiday villages in 24 countries across 4 continents. Our iconic brands include the likes of SEA LIFE, Madame Tussauds, the Dungeons, LEGOLAND, and more!

We are now looking for a Guest Experience Manager (Operations Manager) to join our New Openings team to launch our next generation LEGOLAND Discovery Centre attraction in Brussels.

The 3,000m² attraction, set to open in summer 2022 (although this role will start much earlier in order to prepare for our grand openings), has been co-created by Merlin & the LEGO® Group and will be located at Docks Bruxsel, the youngest of our capital’s shopping centres, at the banks of the Sea Channel Brussels-Scheldt.

About the Role
The Guest Experience Manager (Operations Manager) is responsible for the smooth running of the attraction operation and to ensure that every guest we welcome enjoys a magical, memorable, world-class guest experience and that every member of our team embraces and exhibits our company values (known collectively as The Merlin Way).

Our LEGOLAND Discovery Centres offer an experience built on fun, and its the responsibility of our Guest Experience Manager to ensure each and every guest has an outstanding experience throughout the attraction, supported by a team of Hosts or Playmakers as we call them and our Master Model Builders who bring the world of LEGO to life through interactive engagement and play.

• You are Tri-lingual and speak French and Dutch and English to a high standard
• You have a proven track record of motivating, guiding and developing large teams to reach their full potential and to consistently deliver amazing guest experiences
• You have experience of managing multiple departments or different disciplines/operational areas
• You have experience of applying sound business knowledge to carry out staff reviews, inductions, probationary sign off, appraisals and interviews in a fair and consistent manner
• You have experience of arranging staffing levels and rotas to cover the needs of the business with budget guidelines.
• You have the capability and sense to take decisions on the spot which may influence daily operations.
• You have previous significant operational experience in order to manage the day to day operational complexities within the attraction.
• You are passionate about guest service and have a positive ‘can do’ attitude to ensure that each and every guest leaves the attraction a ‘raving fan’.
• You are well versed in and adept at writing operational risk assessments, SOP’s, Health and Safety and training plans
• You love working as part of a team and ensure that every member of your staff embodies this!

- You have experience within similar guest service driven industries - attractions/hotels/hospitality/leisure in Operational Management roles

If this sounds like you, what are you waiting for – apply now and join our pre-opening team!

The Perks

We’re growing fast and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects. Benefits include Pension, discretionary company bonus and, of course, 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.

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.