Operations – Guest Experience Manager

We are looking for an experienced Operations – Guest Experience Manager job that’s full of FUN at LEGO Discovery Centre Brussels? Working here is as unique as our guest experience team - fizzing with fun and passion, a vital ingredient in the guest experience. Therefore, we’re looking for a customer focused Guest Experience Manager to lead and champion our world-class visitor experience! This is a real multi-faceted role, where you’ll not only manage and lead the ‘guest experience team and admissions team’ and their daily activities at the heart of the attraction, but you’ll also champion, own, develop and drive the overall guest experience throughout the whole customer journey, collaborating closely with all other departmental managers. As a busy operational attraction, you’ll lead on health and safety and ensure all areas of the business have robust risk assessments, standard operating procedures, and training frameworks in place. This is a full-time, permanent role, working any 5 days from 7, including working a regular fair share of weekends and public holidays as required. Further responsibilities include:
• Lead a team of Playmakers, Team Leaders and Master Model Builders to deliver on the high expectations that our guests set for us.
• Manage the Operational areas of the business ensuring the delivery of a seamless visit consistent with corporate brand image.
• Demonstrates strong service and sales approach, leading by example throughout the attraction to maximize up-sells, product excellence, event delivery, etc.
• Meets secondary spends, KPI and Mystery Visitor targets whilst simultaneously controlling expense budgets.
• Ensure Heath, Safety & Security standards are maintained to company and local regulatory requirements in all areas of ride operations: daily operations, operator training, incident management, and inspections.
• Lead the Duty Manager schedule and act as a Duty Manager when business needs dictate, ensuring the smooth day-to-day running of the attraction.

Qualifications & Experience You are a highly self–motivated leader with proven success managing/supervising operational teams. Passion for providing excellent experiences to our guests is critical. This combined with your excellent communication, negotiation, interpersonal and organisational skills will be vital in meeting service delivery expectations and getting the most out of your team. You will also be flexible in your approach to a working roster, including days, evenings, weekends, holidays, and special events. Experience within the leisure, entertainment or retail sector is also considered advantageous. Fluency in English is required as well as either Dutch or French.