Working closely with the Operations Manager, you will oversee the daily operation of the Guest Experience (including Admissions) team at SEA LIFE Kelly Tarltons. This role is focused on delivering an incredible guest experience throughout all areas of the GE team including Admissions, talks, tours, duty supervision. The success of this role is measured by maintaining excellent operational delivery throughout these areas in the guest’s journey and promoting a positive team culture to achieve guest satisfaction and team engagement targets. This role holds responsibility for the smooth daily operation of the GE and Admissions department and the delivery of on-going training, focusing on motivating the team to provide excellent guest engagement with every interaction. This role is also responsible for the coordination, development and delivery of the education content for all schools and groups.

MAIN RESPONSIBILITIES:

• Ability to oversee team productivity and performance to ensure efficient functioning of daily operations and monitor labour productivity.
• As the first point of guest contact, adopt a strategic focus to continually improve, develop and actively drive the department RPC through upselling opportunities.
• Training all new starters and provide support in the GE and admission team and continue to coach all GE and admission team members to ensure they are set up for success and receiving regular feedback on their performance.
• Rostering according to the labour budget, ensuring the department budget is not overspent and that the roster is published in a timely manner according to the EA agreement. 
• Responding to guest reviews on YEXT, Facebook messages and the Optimus inbox to ensure all guests are responded to within 48 hours.
• Complete Admission Month End
• Delivering quarterly 121s with all team members to ensure the teams ongoing success and development is a priority.
• Delivering performance management conversations when required, with support of Operations Manager
• To ensure staff deliver all Education classes in line with the core SEA LIFE values.
• To work closely with the booking coordinator to ensure that all programmes align with the current offering at SEA LIFE Kelly Tarltons
• Fulfil the role of PCI Champion for the attraction and ensure all payment processing team members are trained and following PCI compliance.
• Supporting the GE and Admission team on the floor as required and assist in covering breaks as needed.
• Fulfil the role of Duty Supervisor when required and ensure enough staff are trained in the role.
• Assisting with GE and related profit protection compliance including but not limited to daily tamper checks, refund log, complimentary tickets log, lost property processes.
• Actively manage team performance, including setting clear expectations, providing regular feedback, addressing underperformance, and recognizing high achievers to foster a strong team culture

BUSINESS IMPACT/RESULTS

• Achieve maximum upsell percentage for all products across GE related areas.
• Meeting SLSC KPI results and Mystery Visit target scores and motivating the team to deliver these results.
• Ability to upsell and maximise revenue and RPC opportunities in all GE areas of the business.
• Ensuring the consistent delivery of the attraction’s standards and expectations within the GE team.

CREATIVITY & COMMUNICATION

• Effectively follow policies and procedures with attention to daily sales and service delivery.
• Provide constructive feedback to improve business efficiency.
• Communicate and build rapport between departments.
• Continuous improvement and engagement through identifying opportunities, implementing solutions and measuring impact.
• Driving self-development and seeking opportunities for growth, expanding knowledge and skill set.

DECISION MAKING & AUTONOMY:

• Ability to effectively resolve any escalated issues or complaints.

• Responsible for ensuring all policies and procedures are being adhered to by the GE team.
• ‘Managing in the moment’ regarding team performance, ensuring that if there’s a minor issue to address, that it is dealt with at the time to prevent a bigger issue arising.
• Shows a commitment to action after analysing financial, people and organisational information.
• Develops alternate courses of action based on logical assumptions, facts and available resources.
• Processing ticket upgrades and refunds.
• Guest recovery resolutions.
• Report and resolve H&S issues

COMPLEXITY & PROBLEM SOLVING

• Handling or escalating guest complaints & queries.
• Vigilant approach to contractor, team and facility H&S in line with company policy and identifying and reporting risks to avoid incidents occurring.

HEALTH & SAFETY:

• Supervisors are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Policy (HS001), policies and procedures set forth within the MERLIN ENTERTAINMENTS GROUP Health, Safety & Security Policy, other relevant company policies, procedures, standards, Codes of Practice and the law.
• Where unsafe work practices, hazards, near misses and incidents do occur, they must ensure that they are reported to their line manager, cooperate with any investigation as appropriate and assist with preventative measures as and when required.
• Follow Safe Working Procedures for all work activities undertaken, not use any tools or equipment without training and using workplace equipment and facilities appropriately and safely.
• Manual handling adherence.
• Understand and undertake risk assessments and ensure the reporting of any new risks or hazards to their appropriate line manager or committee.
• Remain compliant with all training and safe working procedures for work activities within the scope of their role.
• Ensure appropriate reporting of incidents, near misses or accidents in a timely and accurate manner to appropriate line manager.
• Actively share ideas, comments and suggestions for improving safety within their work areas with their appropriate line manager or committee.

Our Six Spells for Safety

To Protect the Magic, everyone at Merlin applies our ‘Six Spells for Safety’. It's a simple step-by-step reminder of what everyone can do to help, whatever their role or responsibility.

Use your head: Think ‘safety first’ before starting every task

Be on guard: Keep guests, colleagues and animals safe

Do it right: Follow all safety rules and practices

Take a minute: Always keep your work area safe, secure and tidy

Tell us now: Report anything unsafe ask if you’re ever unsure

Help us all: Share your ideas for improving safety

APPLIED KNOWLEDGE & SPECIALIST SKILLS

• Proven ability to demonstrate exceptional guest engagement.
• Previous experience in payment processing and strong numeracy skills.
• Intermediate PC Skills.
• Able to work effectively and efficiently without supervision.
• Ability to train and coach the team.
• Ability to mentor and develop the team.
• Ability to act as a First Aider (where applicable).
• Ability to act as a Fire Warden (where applicable).
• An energetic and flexible approach.
• Proven ability to solve problems and use initiative.
• Exceptional communication skills.
• Customer complaint resolution or escalation.
• Appreciation and attention to H&S policy and procedures.
• Ability to multi-task.
• Strong work ethic and demonstrated ability to work within a fast-paced environment.
• Flexible and adaptable approach.
• Can work autonomously, but most importantly within a team environment.