Resort Operations and Experience Director 

Location: THORPE PARK Resort, KT16 8PN

Hours: 40 hours per week Mon - Sun 

Contract: Permanent - Salaried

As the Resort Operations and Experience Director for Thorpe Park you will oversee and ensure the seamless operation of the resort, maintaining the highest standards across all areas to ensure a safe and enjoyable guest experience. Reporting directly to the Vice President, you will lead a team overseeing

Responsibilities:

• Ensure the resort is fully operational and ready to meet guest expectations. Oversee the preparation of all zones, attractions, and public areas. Drive continuous improvement in operational KPIs and guest satisfaction.
• Collaborate with the Security & Incident Manager to maintain rigorous safety protocols and ensure compliance with legal and regulatory requirements across all operational areas, including crowd control during special events and event management.

• Monitor and analyse operational metrics, guest feedback, and KPIs to drive continuous improvements. Maximize guest throughput, reduce wait times, and minimize downtime, ensuring prompt resolution of operational issues.

   

• Assist in the planning and execution of special events to increase guest volume and revenue. Work with stakeholders to ensure effective traffic management and contribute to neighbourhood plans and other resort-related projects.

• Lead and manage a high-performing team, including Park Operations Managers, Zonal Park & Accommodation Managers, and the Security & Incident Manager, ensuring operational excellence and high standards across the resort. Take full ownership of daily operations, especially those with direct guest exposure.

   

• Drive engagement initiatives to ensure a motivated workforce. Provide coaching, training, and development opportunities for team members, supporting their personal and professional growth. Implement a succession management plan for operational staff.

• Lead initiatives that drive guest satisfaction. Monitor guest feedback and KPIs to ensure service quality and continuous improvements across the resort.

   

• Foster a culture of continuous improvement across all levels of the team, encouraging colleagues to identify areas of improvement and contribute innovative ideas for operational excellence.

• Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy.

• Understand risk assessments and ensure reporting of any new risks as appropriate.

The Resort Operations Director should bring significant experience in the visitor attractions, hospitality, or entertainment sectors, particularly in managing high-footfall environments.

• Direct experience overseeing multi-functional teams is crucial.
• A proven ability to manage daily operations with a guest-first approach is required
• internal and external stakeholders at all levels.
• Track record of driving employee engagement and satisfaction through targeted coaching and development initiatives.
• History of contributing to strategic planning, such as attraction master planning and cross-resort collaborations, ensuring alignment with long-term business objectives.

• ‘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 our Merlin Attractions across the world rising to 40 after a year’s service
• 28 days holiday (including bank holidays)
• 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…

This role is a full-time role, averaging 40 hours per week. Due to the nature of the business this will include weekends, bank holidays and some late evenings as required.

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by