Hotel Operations Lead

What you'll bring to the team

Build Awesome Experiences. Lead with Purpose.

At LEGOLAND® California Resort, every day is an opportunity to create unforgettable family memories. We're looking for passionate, energetic, and hands-on leaders to join our team as a Zonal Park Operations Lead.

In this role, you'll be at the heart of the action, leading daily operations within one of our key park areas, including Attractions, Admissions, Retail, Build Experiences, SEA LIFE Aquarium, or Water Park. You'll support and inspire our Model Citizens, champion guest satisfaction, and ensure every experience meets the high standards our guests expect from the LEGOLAND brand.

If you thrive in a fast-paced environment, love developing people, and enjoy creating extraordinary guest experiences, we'd love to hear from you.

What You'll Be Doing

Lead the Operation

• Oversee the daily operation of your assigned area, ensuring safety, efficiency, and exceptional guest experiences.
• Support frontline operations during peak periods and operational needs by working alongside your team.
• Manage opening and closing procedures, operational readiness checks, and maintenance communication.
• Coordinate team deployment and break schedules to maintain seamless guest service.

Create Memorable Guest Experiences

• Serve as the first point of contact for guest concerns and escalations.
• Deliver effective service recovery solutions and turn challenges into positive experiences.
• Role model LEGOLAND's guest-first culture and service standards.
• Support Net Promoter Score (NPS) initiatives by driving guest satisfaction throughout your area.

Inspire and Develop Your Team

• Lead, coach, and motivate a team of Model Citizens throughout daily operations.
• Deliver pre-shift briefings and communicate priorities, updates, and operational goals.
• Provide real-time coaching and on-the-job training to support team development and performance.
• Foster a positive, inclusive, and engaging work environment that reflects Merlin's values.

Champion Safety and Compliance

• Ensure operational safety standards and company procedures are consistently followed.
• Support incident management and emergency response situations, including evacuations when required.
• Identify and report hazards, safety concerns, and maintenance issues promptly.

Maintain World-Class Standards

• Ensure exceptional cleanliness, presentation, and operational readiness throughout your area.
• Monitor signage, visual standards, and overall guest-facing appearance.
• Support special events, entertainment offerings, educational experiences, and interactive activations.

Collaborate Across the Resort

• Partner closely with fellow Leads and Park Operations Managers to deliver a seamless guest journey.
• Communicate operational updates, staffing needs, and emerging priorities proactively.
• Help create an environment where both guests and Model Citizens can have an awesome day.

 

Qualifications & Experience

What We're Looking For

• Previous leadership or supervisory experience in attractions, hospitality, retail, entertainment, theme parks, tourism, or guest-facing environments.
• Strong passion for delivering exceptional guest experiences.
• Ability to lead teams in a fast-paced, constantly changing environment.
• Excellent communication, coaching, and problem-solving skills.
• Confidence handling guest concerns and making decisions under pressure.
• Commitment to safety, operational excellence, and team development.
• Flexible availability, including weekends, holidays, and peak operating periods.

Benefits

Benefits of Merlin Entertainments

· Excellent health care options (medical, dental, and vision that encourage preventative care).

· Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.

· Merlin Magic Pass for friends and family to enjoy the parks & attractions

· Recognition Programs and Rewards

· 401(k) program with company match

· Tuition reimbursement programs

· Numerous learning and advancement opportunities

Pay Range

USD $22.00/Hr.