HOURS - Working shift pattern to cover 5 days out of 7, averaging 40 hours per week, not including any breaks. The ability to be flexible with working hours and days to meet demands and requirements of the business which operates 7 days a week.

Key Objectives  -To own, lead and motivate the Attraction department on a daily basis ensuring they are operating to the highest standards to achieve all necessary targets. Oversee the safe operation of the Spirit of London ride and Marvel 4D attraction at Madame Tussauds London to deliver the highest levels of safety and guest experience to exceed company and attraction targets through leadership, innovation, and brand delivery.

MAIN RESPONSIBILITIES

OPERATIONS

• Responsible for the attraction volume and flow ensuring that all areas of the attraction are accessible and ensuring a high level of guest satisfaction.
• Work with key stakeholders to make amends to attraction to improve the guest experience.
• Fully accountable for safe ride operation. Ensure that all legal responsibilities and Merlin competencies are adhered to, and the relevant training and certification is complete to cover all rides/attractions.
• Maintain all ride training and operating documentation and ensure all those within the department are following the code of safe working practice and Merlin best practices.
• Ensure that the business is supported by having all positions always filled and that hosts are trained to operate efficiencyand to entertain our guests.
• Take ownership of MTL’s first aid operation, ordering supplies and conducing thorough audits within the attraction.
• Write and review departmental risk assessments, ensuring that all aspects of risk are minimised, ensuring a safe environment for our guests and our team.
• Communicate effectively with all employees on new procedures, policies, and information.
• Work with colleagues in the Technical Department to ensure attraction downtime is minimised and availability targets are met, submitting monthly reports to relevant stakeholders.
• Ensure that all areas within your department are constantly achieving the highest standards of health and safety through monthly and annual audits scores, as well as internal spot checks.
• Rectify and report all unsafe conditions through the proper channels to ensure the safety of all guests and staff is maximised – focusing on Near Miss awareness within your departments.
• Where incidents do occur, ensure that they are communicated appropriately and that where possible and necessary, corrective action is taken to ensure that such incidents are not repeated.
• Work to reduce and minimise queuing to provide a high quality and consistent guest experience.
• Be trained to agreed level to support in all areas of the operation when required to support a smooth operation of the attractions, including but not limited to First Aid at Work.
• Take an active role in Merlin and Brand led initiatives such as but not limited to Merlin’s Magic Wand, Sustainability and Merlin’s Force for Good.

Carry out any other duties that may reasonably be required in line with your main duties as needed

• Heath and safety experience 
• 1+ year experience in a managerial role 
• Leadership & People Management training, and supervising staff
• Customer Service Excellence, Ensuring a positive visitor experience

• 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…