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This position just got filled, but there are more Sales & Marketing jobs at Merlin Entertainments
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Resort Operations Associate II

Merlin Entertainments

Posted

Resort Operations Associate II

Job Description



Resort Operations Associate II




We are LEGOLAND California Resort - the place where FUN is built and memories are made. Across our Resort we have two fantastic LEGO themed Hotels, a Water Park, a SEA LIFE Aquarium, more than 60 rides and attractions, 20 food and beverage locations, and 14 retail stores – the opportunities here are endless!

We're now looking for a Resort Operations Associate II to join the team. 

About the Role

Welcome Experience: Working in our Welcome area (Admissions) is all about providing our guests with an awesome first and last impression. Tasks will include helping guests with ticket & membership needs, welcoming guests to our parking lot, ensuring a smooth entry at our bag check and scanning tickets at the main gate.

Retail: Responsible for the operation of assigned retail locations. Performs a variety of duties related to sale of merchandise items including preparing inventory for sale, POS transactions, maintaining retail locations, and ensuring positive guest service to park visitors.

Food & Beverage:  Responsible for processing guests’ orders to ensure that all items are prepared properly and on in a timely manner. Duties might include following positions: Food Runner, Back of House Food Prep, POS Transactions, Product Restocking, Patio Cleaning. This position will be working as a part of the team with the goal of achieving overall cleanliness, safety, service, and quality standards.

Rides & Attractions:  Performs duties beginning with Ride Queue Merge Point Attendant and develops into Play Area Attendant and full Ride Operator as assigned.  Learn and follow detailed ride operating procedures listed in Standard Operating Procedures manuals.

Resort Experience: Support the Resort Experience Team to deliver memorable experiences at our shows, education classes, building experiences and costume character meet and greets. You’ll play a key support role and responsibilities will range from show usher, helping guests at LEGO building areas and taking on the key role of a costume character or escort.

Hotel Reception/Front Desk:

Welcome guests into our Resort hotels! You’ll need the ability to deliver a dynamic customer service experience by assisting guests with check in/checkout, managing our guest text and phone request service & enhancing the experience for our guests at every opportunity!

 Main Responsibilities:

§  Assists Guests at all Resort entrances, scanning tickets and membership passes, and ensuring ease of access for Guests in wheelchairs and/ or strollers.

§  Liaison with Leadership Team and Guest Services Team to resolve ticket and membership errors

§  Perform manual inspections of all bags, backpacks, purses, coolers, etc. entering the Resort

§  Controls traffic and flow of cars into each lot, maintains accurate capacity of each section of the parking lot. Ensures safety of pedestrians utilizing the crosswalk

§  Operates computerized point of sale system. Handles credit card transactions. Ensures thorough understanding of all aspects of the system and associated procedures. Provides upsell opportunities

§  Responsible for selling Resort tickets and memberships via our Accesso POS system

§  Experience Usher and host: Provide memorable guest service while engaging with guests as you support guest flow and capacity in assigned venue or show. Prepare venues or building experiences for guest visitation – restocking brick, cleanliness upkeep and safety checks.

§  Character Escort: The Character Guide will maintain the quality of the guest experience to the high-level possible while ensuring safety as a top priority. Character escorts assist the Costume Characters as they entertain guests and create memorable experiences.

§  Front Desk Agent: Checking in guests with use of Opera POS. Answering guest requests via text and phone. Room coordination and assignment. Liaise with engineering, housekeeping, and valet on guest requests. Assist guests and resolve feedback as needed. Upkeep and cleanliness of Front Desk area.

§  Rides & Attractions: Learn and follow detailed ride operating procedures listed in Standard Operating Procedures manuals.  Work effectively in busy environments with high noise levels.  Work effectively under pressure in situations such as ride breakdowns or upset guests.  Maintain a high level of focus to ensure safe operation. 

§  Comfortable speaking to guests both one-on-one and in groups using a public address system.

§  Responsible for promoting and demonstrating LEGO bricks and Merlin’s SOPs, culture and core values through words and actions

§  Performs opening and closing routines as defined by the operating procedures.

§  Ensures cleanliness in all aspects of workspaces.

§  Ensures stock levels are maintained and that all areas are kept in a well-organized manner.

§  Maintain Merlin customer service standards by assisting guests and questions and available seating.

§  Clear and clean all tables once guests have left, ensuring the space is ready for the next guest to eat.

§  Cleaning of guest self-service stations such as fountain areas, condiment spaces, utensil/napkin dispensers, etc.

§  Safely use restaurant equipment to prepare food including fryers, grills, ovens and other food prep equipment in line with policy and procedures.

§  Restocking of condiments, utensils and napkins where necessary.

§  Emptying of garbage bins in guest areas.

§  Cleaning up of spills, spot mopping and sweeping where necessary.

§  Responsible for assisting in stock loss controls and participating in all Loss Prevention policies and procedures.

§  Responsible for utilizing proper tools for efficient and effective POS usage.

§  Responsible for assigned locations’ daily maintenance, cleanliness and security.

§  Responsible for opening and closing tasks necessary to operate assigned locations in keeping with company policy and procedure.

Health & Safety:

Employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Policy (HS001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake and they must not use any tools or equipment for which they have not been trained.  Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.

Background and Experience:

Preferred experience in a commercial or Theme Park environment.  Basic math and computing skills are a requirement.  Guest service experience preferred. Experience on a Point of Sale unit is preferred.

Education:

High school graduate or General Education Degree (or equivalent education and experience) is preferred.

Physical Demands:

§  Ability to sit for sustained periods of time to attend on-site meetings, perform paperwork activities.

§  Intermittent and prolonged standing and walking to move about the park site, and interact with employees.

§  Finger dexterity sufficient to complete paperwork activities and to use a computer.

§  Visual acuity sufficient to read written materials, to complete paperwork activities, and to drive.

§  Hearing sufficient to communicate with individuals in person and by telephone.

Work Environment:

§  Various inside, outside and enclosed locations with varying temperatures and floor surfaces.

§  Exposed to wet and/or humid conditions.

§  May be exposed to food allergens. 

Other Job Requirements:

§  Performs other duties as assigned.

§  Must be willing to work flexible hours, including evenings and weekends to support park operations.

§  Attendance is a mandatory function of this job.

** Please consider whether you'll be able to travel to and from the Resort. Some shifts may fall into unsociable hours.**

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. 


Physical Requirements



A. Sitting:

1. None (0%)

2. Occasionally (1-33%)

3. Frequently (34-66%)

4. Constantly (67-100%)

J. Wrist Deviation (Side to Side):

1. None (0%)

2. Occasionally (1-33%)

3. Frequently (34-66%)

4. Constantly (67-100%)

B. Standing:

1. None (0%)

2. Occasionally (1-33%)

3. Frequently (34-66%)

4. Constantly (67-100%)

K. Hand/Wrist Repetitions (Up and Down):

1. None (0%)

2. Occasionally (1-33%)

3. Frequently (34-66%)

4. Constantly (67-100%)

C. Walking

1. None (0%)

2. Occasionally (1-33%)

3. Frequently (34-66%)

4. Constantly (67-100%)

L. Reaching:

1. None (0%)

2. Occasionally (1-33%)

 3. Frequently (34-66%)

4. Constantly (67-100%)

D. Lifts and Carries: Frequency:

1. Up to 10 pounds None Occasionally Frequently Constant

2. 11 to 24 pounds None Occasionally Frequently Constant

3. 25 to 34 pounds None Occasionally Frequently Constant

4. 35 to 50 pounds None Occasionally Frequently Constant

5. 51 to 74 pounds None Occasionally Frequently Constant

6. 75 to 100 pounds None Occasionally Frequently Constant

7. Over 100 pounds None Occasionally Frequently Constant

E. Lifts Overhead: Frequency:

1. Up to 10 pounds None Occasionally Frequently Constant

2. 11 to 24 pounds None Occasionally Frequently Constant

3. 25 to 34 pounds None Occasionally Frequently Constant

4. 35 to 50 pounds None Occasionally Frequently Constant

5. 51 to 74 pounds None Occasionally Frequently Constant

6. 75 to 100 pounds None Occasionally Frequently Constant

7. Over 100 pounds None Occasionally Frequently Constant

F. Twisting:

1. None (0%)

2. Occasionally (1-33%)

3. Frequently (34-66%)

4. Constantly (67-100%)

M. Grasping:

1. Simple:
 2. Firm: > 50 pounds

G. Bending:

1. None (0%)

2. Occasionally (1-33%)

3. Frequently (34-66%)

4. Constantly (67-100%)

N. Manual Dexterity/Strength:

1. Gross motor, light-moderate strength

 2. Gross motor, moderate - heavy strength

3. Fine motor, light-moderate strength

 4. Fine motor, moderate - heavy strength

H. Squatting/Kneeling/Crawling/

Climbing:

1. None (0%)

2. Occasionally (1-33%)

3. Frequently (34-66%)

4. Constantly (67-100%)

O. Pushing:

1. None (0%)

2. Occasionally (1-33%) 40___ lbs

 3. Frequently (34-66%) ___80____ lbs

 4. Constantly (67-100%) _______lbs

I. Pulling:

1. None (0%)

2. Occasionally (1-33%) __40___ lbs

3. Frequently (34-66%) ___80____ lbs

4. Constantly (67-100%) _______lbs

Visual Requirements

Hearing

P. Visual Requirements:

1. Close eye work (small figures) 2. Color discrimination

- Minimal color discrimination

- Normal color discrimination

3. Other: Depth perception, distance vision, ability to focus.

Q. Hearing Requirements:

1. Special requirements

Able to consistently fulfill communication

needs. (alarms, phone ringing, conversation, clear acuity within 100 feet)

Working Conditions

R. Temperature:

1.
2. Between 16 and 95 degrees

3. > 95 degrees

U. Driving:

1. None (0%)

 2. Occasional (1-33%)

 3. Frequent (34-66%)

 4. Constant (67-100%)

S. Crawl Space/Cramped Position:

1. Exposed
2. Exposed 1-3 hours per day

3. Exposed 3-7 hours per day

4. Exposed > 7 hours per day

V. Noise (loud/repetitive,

1. None (0%)

2. Occasional (1-33%)

 3. Frequent (34-66%)

4. Constant (67-100%)

T. Personal Protective Equipment (e.g. respiratory mask, etc.)

1. None (0%)

 2. Occasional (1-33%)

 3. Frequent (34-66%)

 4. Constant (67-100%)

Other

W. Specify any other requirements or restrictions that should be considered.

 

Details

Job type
Full-time
Location
Carlsbad, CA, United States
Department
Sales & Marketing
Starting in
As soon as possible
Contract duration
Indefinite

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