Operations Team Leader

**TEAM LEADER (OPERATIONS)**
Retail Level 5, 108 Market Street
Sydney NSW 2000

**Are you looking to take Guest Experience to new heights?**

We currently have an amazing opportunity for a current member of our team to join the leadership team at the Sydney Tower Eye. This position will be full time and largely based in assisting the Guest Experience Manager with the operation of the site.

**About the role**Your role will be focused on supporting the Guest Experience Manager in helping operate the site across departments including Admissions, Commercial and SKYWALK. You will respond to troubleshooting issues and step out to assist the team when help is needed. In the Guest Experience Manager’s absence you will take ownership of the site and respond to calls, acting as a Duty Manager during these times.

**Other key responsibilities include**:

- Processing payroll timecards
- Creating the roster
- Handling complicated guest enquiries and resolving guest concerns
- Maintaining frequent communication with the call centre
- Uploading Kronos schedules
- Conducting team PDP’s
- Reviewing training procedures
- Reviewing sales including complimentary tickets and refunds
- Closely monitor sales and operations of the SKYWALK experience
- Closely monitor sales and operations at Front of House

**About you**

The Sydney Tower Eye is a company that recognises the passion of its teams as the key ingredient for success.
To be successful in this role you will have a passion for guest experience with a focus on fun. You will be proactive in your approach to guest service with a positive attitude towards interaction with our guests along all points of their journey.

**You will also need**:

- Ability to manage a team and to resolve conflict
- To be adaptable and flexible
- Remain calm under pressure
- To clearly and effectively communicate and minimise all risk of misunderstandings where possible
- To embody the vision of the Guest Experience Manager
- Adhere to our core values through language, behaviour and actions
- To be a positive role model and demonstrate exceptional leadership qualities and capabilities.
- Ability to follow all health, safety and security practices
- Experience in a similar role and exposure to supervising the operations of an attraction ride is a plus, but the ability to grasp key leadership qualities and concepts is essential.

**About the Benefits**
- ** **Corporate benefits including free access to all our attractions worldwide
- Domestic and global opportunities to develop and progress your skills and career in tourism and attractions
- Additional Leave (including birthday and wellbeing) and 3 volunteer days to give back to a social cause you care about
- Being part of a business built on fun

***
**About Us**

Merlin Entertainments is the company behind iconic brands like SEA LIFE, Madame Tussauds, LEGOLAND, and Peppa Pig World of Play. We operate in over 130 attractions across 25 countries, delivering memorable experiences to 54 million+ visitors a year. In Australia and New Zealand, we have 10 attractions, including SEA LIFE, Wild Life, Madame Tussauds, and the Fly Treetop Adventures, amongst others.

The Sydney Tower Eye is an iconic part of the Sydney skyline and gives a totally unique working experience. So if you are a team player who is vibrant and passionate about educating guests and creating memorable experiences in a great company and team who Love What We Do, we want to hear from you

**Everyone Matters at Merlin**
At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters

Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.

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