Duty Manager

London, England, United Kingdom

12/16/2024

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

Qualifications & Experience

• Previous managerial experience within a customer service focused industry (either as a department/operations manager or team leader/supervisor)
• History of working in a Health and Safety environment with a high level of attention to detail
• Previous experience of day-to-day management of a large team
• Genuine desire to promote exceptional customer service and memorable experiences and a real passion for our business
• Good communication, motivation and people skills
• Visible and approachable; your administrative tasks will go hand-in-hand with operational support and a desire to lead by example
  
  

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.

Benefits

Alongside becoming an expert in creating memorable experiences, you’ll also receive:

• 25% discount in our retail shops and restaurants and 40% off LEGO online
• Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
• Rail annual season ticket loan
• Non-contractual bonus
• Discounted rates at Merlin hotels all over the world
• Employee pricing up to 55% off cinema tickets
  
  

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at gatewayuk.recruitment@merlinentertainments.biz and one of the team will get back to you as soon as possible.

Pay Range

Competitive