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Merlin Midway

The London Dungeon and Shrek's Adventure! London are looking for a Duty Manager responsible for managing and motivating the front-line teams to deliver exceptional guest experiences.

Working across both landmark attractions you will be interacting with our guests either on their journey to Far, Far Away to find Shrek or on their way to Traitors Gate to have their heads chopped off! (just a little different 'ey!). Not many people can say they work somewhere where one day you may experience being part of a fairy-tale or another exploring London's murky past!

About the role

As Duty Manager you'll be working out on the front-line, being at the heart of our guests experience at both the London Dungeon and Shrek's Adventure! London. You'll maintain operational efficiency through closely working with all departments to ensure each area is working effectively to deliver against KPI's and identifying areas for improvement within the operation. This includes working with the Guest Experience team to monitor guest feedback and act where appropriate to make positive changes.

You will lead, manage, and motivate the team daily to ensure all areas deliver world class customer service as well as maximising sales and minimising refunds through effective complaints handling.

You'll take full ownership of service standards across the attractions, challenging Supervisors and Managers as appropriate and making operational decisions to ensure that we are constantly delivering the highest standard of customer service.

With health and safety being paramount for both staff and guests alike, you will be an ambassador and pro-actively look to improve our policies and procedures across the attractions, as well as making sure that all areas are presented to the agreed standards.

This role is permanent, offering 40 hours per week on a rota basis. Our attractions are open daily so flexibility will be needed. You'll be expected to work your fair share of weekends, bank holidays and peak seasons.

About you

You'll be an excellent decision maker and have a strong operational focus, for this reason you will ideally have previous managerial experience (either as a department/operations manager or team leader/supervisor) in a fast-moving, customer-oriented environment.

Good communication and people skills are also essential for this role as you will be expected to develop and nurture positive relationships with all departments and throughout all areas of the business - You'll have a genuine desire to promote exceptional customer service and memorable experiences, being able to build a rapport with guests and employees alike.

Ultimately, we are looking for someone who can demonstrate that they can work within a busy, 'every-day-is-different' environment and can thrive under pressure. You'll show how you can take responsibility, step up, and take the lead when the pressure's on, thinking on your feet, personally handling operational problems, and turning complaints into positive experiences.

If you've read this far and we still have your attention, then sink your teeth in and come and be part of the fairy tale!

Why join us?

Alongside a salary of £25,000, you can also look forward to enjoying a great benefits package including discounts at all of our attractions on food and retail, 40% online LEGO discount, access to an exclusive employee discount and of course you'll receive a Merlin Magic Pass - allowing your friends and family free entry into our attractions worldwide!

Perhaps the biggest benefits of joining us, however, are the outstanding opportunities for career development across the expanding group.

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