Overview
Zonal Operations Manager - Accommodation Manager
Location: THORPE PARK Resort, KT16 8PN
Hours: 40 hours per week across all days of the week
The Zonal Operations Manager is a critical leadership role within Thorpe Park, responsible for overseeing the day-to-day operations of a specific geographical zone. This Zonal Operations Manager position will primarily be looking after the Shark Cabin hotel onsite.
Responsibilities
* Manage and oversee all operational aspects of the designated zone, including accommodation, ensuring safety, efficiency, and guest enjoyment.
* Act as the central point of decision-making within the zone, handling escalations, coordinating resources, and ensuring operational readiness.
* Maintain high standards for the Shark Cabins and cleanliness within the zone, collaborating with relevant teams to optimize performance and uptime.
* Support seamless operations during peak seasons and events by ensuring zonal teams are well-prepared and briefed.
* Lead, motivate, and coach the zonal team to deliver outstanding guest service and operational standards.
* Manage and address employee relations issues, providing guidance and support in resolving conflicts, ensuring compliance with company policies, and promoting a positive work environment.
* Monitor and analyse the guest experience within the zone, addressing feedback proactively to enhance satisfaction.
* Handle guest escalations effectively, ensuring timely resolutions using established guest recovery frameworks.
Qualifications & Experience
* For this position, we are looking for someone with extensive Rides experience.
* Leadership and Decision-Making: Proven ability to lead and inspire operational teams, make informed decisions under pressure, and drive excellence.
* Demonstrate adaptability and flexibility: Being open to adjusting or changing priorities and taking on ad hoc responsibilities as needed, while being willing to support the business with alternative shifts or varying working hours as required.
* Guest-Centric Approach: Strong commitment to delivering exceptional guest experiences through proactive service and effective issue resolution.
* Operational Expertise: Comprehensive knowledge of operations management, including safety, ride performance, and resource coordination.
* Communication and Collaboration: Exceptional interpersonal skills to engage with diverse stakeholders and foster collaboration.
* Problem-Solving and Adaptability: Aptitude for resolving complex issues efficiently and responding to dynamic operational demands.
* Continuous Improvement: Passion for enhancing processes and developing teams to achieve long-term success.
Benefits
* ‘Enjoy the Ride’ Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones!
* Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all our Merlin Attractions across the world rising to 40 after a year’s service
* 28 days holiday (including bank holidays)
* Company bonus
* Private pension scheme
* 40% discount online off LEGO
* 25% discount in our on-site retail shops and restaurants
* Ongoing training and development opportunities
* Plus, many more…
This role is a full-time role, averaging 40 hours per week. Due to the nature of the business this will include weekends, bank holidays and some late evenings as required.
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