Job Responsibilities

• Directly oversees the planning and day-to-day activities of the Pool Area, Security, Entertainments as applicable to the Hotel and its guests.
• Monitors and reviews guest contact areas throughout the hotel to ensure unwavering adherence to service standards, policies and processes with a focus on the guest experience.


• Maintains the Manager on Duty program and scheduling to achieve adequate leadership coverage, while ensuring timely response and follow-up to all guest requests and concerns, 24/7.
• Continually collects and reviews guest feedback with teams and counterparts in an effort to minimize defects and maximize guest satisfaction.
• Works with hotel teams to streamline the flow of communication and operational processes related to all departments within the Resort, with a focus on efficiency and guest convenience.
• Develops, implements and monitors standard protocol related to cleanliness, health, liability, lost & found, safety, and security throughout the Hotel. (e.g. identifying potential hazards, incident reporting, emergency response, evacuation procedures, etc.)
• Monitor and review guest feedback to identify and influence the addition of resources, events and/or amenities that will enhance the guest experience.


• Explore and provide feedback relative to new sales opportunities and/or added revenue streams.


• Continually participates to develop new, unique and exciting entertainment programs for hotel guests.
• Work closely with the Hotel Excellence & Guest Experience Manager and Front Office Manager in terms of striving to achieve the wider hotel objectives.
• Update the Hotel Excellence & Guest Experience Manager on any operational issues and/or guest concerns in a timely manner, ensuring the earliest possible resolution and appropriate support in times of need.
• Deliver thorough and motivational pre-shifts to team members, communicating pertinent information relative to the day’s activities, outstanding issues, etc while ensuring alignment and understanding of focuses, goals and objectives.
• Champion the guest experience, observing all activities from the guest’s point-of-view, and make actionable recommendations to counterparts and the Guest Services Manager for improvements.
• Make decisions relative to appropriate compensation in response to guest concerns.
• Work to develop new programs and initiatives focused on streamlining the flow of communication and integration of processes between the Hotel and Resort.
• Advanced proficiency in interpersonal and guest communication skills.
• Proficient in Microsoft Word, Excel, PowerPoint.
• Lead by example while being a role model for the Merlin Way.
• Work independently and as part of a team on various projects and initiatives.

Job Requirements

• Bachelor’s degree in a related field or equivalent experience required
• 2 – 4 years of management experience or progressive growth in a customer service oriented role, preferably in theme park or hotel/resort operations.


• Experience managing a team of direct reports with a proven track record of motivating a team to provide excellent guest service.


• Knowledge and understanding of safety and security procedures as related to health, liability, loss prevention, incident reporting, etc is essential.
• Proficiency with Microsoft Office applications including Word, Excel and PowerPoint.