Operational Lead

2 days ago

Auckland, Auckland, New Zealand Merlin Entertainments Full time

The Guest Experience Team plays a vital role in delivering exceptional guest experiences across our attraction. As an Operational Lead, you will oversee the day-to-day activities of the team, ensuring that every guest has a memorable experience.

Main Responsibilities
  • Design and implement operational strategies to enhance team productivity and performance, focusing on efficient daily operations and labor productivity monitoring.
  • As the initial point of guest interaction, adopt a guest-centric approach to continuously refine and proactively drive departmental results through upselling opportunities.
  • Provide thorough training to new hires and ongoing coaching to GE and Admission team members, guaranteeing their success and regular feedback on their performance.
  • Staff scheduling should be done effectively, ensuring that the department budget is not overspent and that the roster is published in a timely manner according to the EA agreement.
  • Timely responses must be made to guest reviews on YEXT, Facebook messages, and the Optimus inbox to ensure all guests are responded to within 48 hours.
  • Accurate and efficient completion of Admission Month End reports.
  • Delivery of quarterly one-on-one sessions with all team members to prioritize their ongoing success and development.
  • Conducting performance management conversations when required, with support from Operations Manager.
  • E nsure staff deliver all Education classes in line with the core SEA LIFE values.
  • Collaboration with the booking coordinator to align programs with the current offering at SEA LIFE Kelly Tarltons.
  • Fulfillment of the role of PCI Champion for the attraction and ensuring all payment processing team members are trained and following PCI compliance.
  • Supporting the GE and Admission team on the floor as needed and assisting in covering breaks as necessary.
  • Fulfillment of the role of Duty Supervisor when required and ensuring enough staff are trained in the role.
  • Assistance with GE and related profit protection compliance, including daily tamper checks, refund logs, complimentary tickets logs, lost property processes.
  • Active management of team performance, including setting clear expectations, providing regular feedback, addressing underperformance, and recognizing high achievers to foster a strong team culture.

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