Role Summary:

The Zonal Operations Manager is a critical leadership role within Chessington, responsible for overseeing the day-to-day operations of a specific geographical zone. Reporting to the Senior Park Operations Manager, this role focuses on ensuring operational excellence, guest satisfaction, and adherence to brand standards across all rides, commercial units, guest amenities, cleanliness and presentation within the assigned zone. The Zonal Operations Manager leads a dedicated, multiskilled team, driving collaboration, continuous improvement, and engaging employee experience.

• Key point of contact and escalation for the geographical zone they are responsible for, ensuring the zone is outstanding in terms of cleanliness, ride availability, queueing and appearance ensuring a fantastic guest experience
• Ensure all teams in your zone are polite, knowledgeable, and maintaining the highest standards of appearance; using in the moment coaching and guidance when this is not the case
• Utilising data from all sources on the resort to make any adjustments to the zone in terms of resource, upskilling or cleanliness both in the moment and longer term ensuring continuous improvement of standards  

Job Scope:

Operational Leadership

• Oversee all day-to-day operations within the assigned zone, ensuring safety, efficiency, and guest enjoyment.
• Act as the primary decision-maker and escalation point for the zone.
• Maintain high standards for ride availability, queue management, signage, and cleanliness.
• Coordinate resources and logistics, including stock levels and delivery schedules.
• Ensure compliance with Merlin Entertainments and Chessington policies (HSG 175, COSHH, Ride Training).

Team Engagement & Development

• Lead and motivate a multiskilled team to deliver outstanding service.
• Provide in-the-moment coaching and conduct regular briefings and performance reviews.
• Promote engagement initiatives and identify development opportunities.
• Collaborate on training and certification for rides and attractions.

Guest Experience

• Monitor guest feedback and proactively resolve escalations using recovery frameworks.
• Drive improvements aligned with Resort KPIs and guest satisfaction strategies.

Collaboration & Communication

• Build strong relationships with cross-functional teams and contractors.
• Participate in operational reviews and share best practices across zones.

Health & Safety

• Sign off safety inspections and ensure compliance with all health and safety policies.
• Lead incident response and reporting, promoting a proactive safety culture.

• Experience working in a theme park setting, ideally as an operational or rides manager, is essential
• Previous experience managing a team is essential
• Passionate about exceptional customer service, with the ability to develop your team to deliver the highest standard of guest interactions
• An excellent communicator with the ability to work alongside a diverse team of stakeholders, make informed decisions under pressure and champion a culture of inclusion and collaboration
• Awareness of HSG-175, risk assessments, COSWPs, COSHH and health and safety compliance legislation
• The ability to embrace our Merlin values - Own Your Craft, Go Together, Enjoy the Ride, Drive & Discover, and We Care - and empower the team around you to bring joy, create connections and make lasting memories for our guests, leading by example to guide the behaviours that set us apart as an employer, a community and a first choice destination for families.

Skills and Competencies: 

Adaptability

• Quickly adjusts to new tools, procedures, and policies to maintain smooth operations.
• Responds effectively to changing inventory and logistical challenges.

Attention to Detail & Record Keeping

• Applies a data-driven approach to KPIs, identifying trends and improvement opportunities.
• Maintains accurate records for compliance, including training documentation and supplier agreements.

Collaboration

• Builds strong relationships across departments and external partners.
• Promotes open communication and teamwork to enhance guest satisfaction and operational excellence.

Communication

• Communicates clearly and professionally with guests and colleagues.
• Demonstrates strong interpersonal and conflict resolution skills.

Continuous Improvement

• Identifies process optimization opportunities and leads change initiatives.
• Uses analytical tools to extract insights and support data-informed decisions.

Guest-Centric Approach

• Proactively addresses guest concerns to deliver exceptional experiences.
• Committed to exceeding expectations through personalized service and effective issue resolution.

Leadership

• Inspires and motivates teams, making sound decisions under pressure.
• Leads large teams confidently, driving performance and operational success.

Operational Awareness

• Strong understanding of park operations and performance metrics.
• Expert in managing escalated guest issues and optimizing ride performance.

Problem Solving

• Applies critical thinking and data-driven methods to resolve complex issues.
• Implements preventative measures to reduce recurring challenges.

• A competitive annual salary 
• 33 days holiday (including bank holidays) 
• ‘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 of our Merlin Attractions across the world rising to 40 after a year’s service 
• 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… 

If you have any questions or if you require any reasonable adjustments, because of a disability or medical condition, please contact us by email at jobs@legoland.co.uk and one of the team will get back to you as soon as possible.