Head of Operations

Madame Tussauds has been providing entertainment, magic and wonder for visitors for over 200 years. Visitors are fully immersed in the world of celebrity, politics, history, music, film and sport, getting up close and personal with their icons and heroes in an inclusive, innovative and interactive environment. Madame Tussauds Las Vegas has an exciting opportunity for a dynamic Head of Operations. We have an awesome team who create memorable moments for our customers! If you believe that you have what it takes and you’re interested in becoming a part of our team, we invite you to create a profile and apply.

• Demonstrates a continual commitment to safeguard and improve the cost efficiencies of the business and a clear commitment to achieving high standards of customer service.
• Responsible for all operational expenditure budgets including direct labour
• Responsible for achieving all commercial and secondary spend targets
• Anticipates and focuses on the needs of customers as a priority (both internal and external) and acts to ensure they are met.
• Monitors standards of service and response to our overall product, through observations guest comments and recommend short and long term changes through regular feedback, daily reports and proposals.
• Manage all direct labour budgets in consultation with GM and Head of HR.
• Drive Health & Safety of our staff and guests at all times to guarantee a safe place to work and visit. Acting key champion of H&S partnered with GM / Head of HR
• Constantly motivating and giving feedback to all front line staff on their standards of Guest Service. Act as a mentor and coaches on areas for development.
• Responsible for management of Operations team, setting objectives, probationary reviews, appraisals and training.
• Working with Commercial Lead to be responsible for all inventory control with an eye to maximising revenues and reducing COS
• Adopts an enthusiastic, assertive and passionate approach to Customer Service, and demonstrate the Merlin Way at every opportunity.
• Is keen to ensure all staff respond positively to change, understand the way forward, and are able to look at all aspects of their areas of responsibility through the eyes of our Customers
• Actively encourage and support new and innovative ideas from all team members on how to improve the business.
• Partner with Human Resources to devise, implement and monitor incentive schemes to motivate core teams delivering secondary spends and promote more Magic Moments.
• Ensures appropriate feedback to all --General Manager, Human Resources, Marketing, etc. to enable a quick response to Customer Service issues.
• And do all of the above and more in The Merlin Way!

• Minimum of three years management experience at a visitor attraction.
• Experience in dealing with guests opportunities while maintaining the highest level of service in high pressure situations.
• Effective leadership and strategic management skills to align focus, energy and drive while creating a culture that encourages individual thinking and attainment.
• Excellent coach and motivator, understanding of staff welfare, and confidence to deliver passion for our product.
• Push ideas and thoughts forward, shouldering responsibility and unlocking hidden drivers and aspirations to bring out the confidence of others.
• Knowledge of Microsoft Word, Excel, Outlook and PowerPoint.
• Proven ability to work on multiple projects simultaneously and multi task as necessary.