Merlin Entertainment
About the Role
Alton Towers Resort is on the lookout for a passionate and experienced Senior Park Operations Manager to lead the charge in delivering safe, seamless, and unforgettable experiences for millions of guests each year.
This is a senior leadership position at the very heart of our day-to-day park operations. You’ll oversee large operational teams, champion exceptional guest service, and collaborate across departments to ensure the park runs smoothly, safely, and to the highest brand standards. Reporting directly to the Head of Park Operations, this is your opportunity to shape the operational heartbeat of the UK’s most iconic theme park.
Key Responsibilities
Provide overall leadership and support for daily park operations, ensuring a safe, efficient, and enjoyable experience for all guests and staff.
Act as a central point of decision-making during daily operations, including managing incidents, coordinating with teams, and resolving escalated guest complaints.
Oversee the operational readiness of the park, ensuring all areas meet brand standards and are consistently well-maintained, as well as peak seasons, events and new openings.
Ensure a strong focus on ride availability and performance by collaborating with relevant teams to maximize uptime and operational efficiency.
Frequently fulfil Resort Duty Manager responsibilities.
Lead, coach, and motivate operational teams to deliver exceptional guest service and operational standards.
Monitor the guest experience throughout the park by analysing guest journeys and addressing feedback proactively.
Collaborate with the Planning and Business Support team to meet business KPIs, mystery visit targets, and group-wide guest experience strategies through objectively reviewing and improving operational processes and team training.
Ensure strict compliance with Merlin Entertainments’ Health, Safety and Security policies.