General Manager

Job Description

<h3>What you'll bring to the team</h3><h3><strong>Role Summary</strong></h3><p>As the General Manager of our iconic Toronto attraction(s), you’ll be at the helm of delivering exceptional guest experiences, driving commercial success, and fostering a high-performance culture rooted in our Merlin values. Whether overseeing a single site or a larger cluster, you will lead with vision, agility, and a passion for making every visit magical.</p><p>This role combines strategic leadership with hands-on operational excellence. From growing EBITDA and market share to championing guest satisfaction and team engagement, you will ensure our attraction remains a top destination while upholding the highest standards in safety, service, and innovation.</p><h3><strong>Key Responsibilities</strong></h3><p><strong>Guest Experience & Brand Leadership</strong></p><ul><li><p>Champion a <strong>guest-first culture</strong>, using data insights to anticipate and exceed visitor expectations.</p></li><li><p>Serve as a visible, passionate <strong>brand ambassador</strong>, upholding the integrity of the Merlin brand in all communications and activities.</p></li><li><p>Drive <strong>employee engagement</strong> and embed service excellence across every touchpoint.</p></li></ul><p><strong>Commercial Strategy & Performance</strong></p><ul><li><p>Develop and execute targeted marketing plans and customer segmentation strategies.</p></li><li><p>Optimize revenue through robust channel management, pricing, and product strategies (RPC, yield, and volume).</p></li><li><p>Deliver sustainable <strong>EBITDA growth</strong>, productivity improvements, and ROI-aligned capital projects.</p></li><li><p>Identify and activate new revenue streams using innovation and Midway best practices.</p></li></ul><p><strong>Operational Excellence & Compliance</strong></p><ul><li><p>Lead high-performing operations teams, ensuring efficiency, scalability, and best-in-class guest service.</p></li><li><p>Maintain robust <strong>health, safety, and crisis management protocols</strong> aligned with Merlin and legal standards.</p></li><li><p>Ensure optimal staffing levels and profit protection procedures are in place at all times.</p></li></ul><p><strong>People Leadership & Culture</strong></p><ul><li><p>Inspire and develop a culture of continuous improvement, wellbeing, diversity, and inclusion.</p></li><li><p>Implement talent management and succession planning processes to build a strong leadership pipeline.</p></li><li><p>Foster cross-functional collaboration, open communication, and a “safety-first” mindset throughout the team.</p></li></ul><p><strong>Partnerships & Community Engagement</strong></p><ul><li><p>Forge and grow external partnerships with local authorities, non-profits, and community groups.</p></li><li><p>Represent Merlin externally, enhancing the reputation and reach of the attraction.</p></li></ul><h3>Qualifications & Experience</h3><h3><strong>What You Bring</strong></h3><ul><li><p>Bachelor’s degree in business, management, or marketing (preferred).</p></li><li><p>At least <strong>3 years in a leadership role</strong> within a high-volume visitor attraction, retail, hospitality, or entertainment environment.</p></li><li><p>Proven track record of delivering financial results (including at least 2 years achieving EBITDA targets).</p></li><li><p>Commercial acumen, strong operational judgment, and deep guest-centric thinking.</p></li><li><p>Experience managing diverse teams and engaging stakeholders across a matrixed organization.</p></li><li><p>Strategic mindset with the <strong>charisma to inspire</strong> and the resilience to lead through change.</p></li><li><p>A high level of <strong>emotional intelligence</strong>, integrity, and a “make-it-happen” attitude.</p></li></ul><h3><strong>Other Requirements</strong></h3><ul><li><p>Must hold a valid driver’s license.</p></li><li><p>Flexibility to work weekends, holidays, and evenings as needed.</p></li><li><p>Occasional travel (domestic/international) may be required.</p></li><li><p>Must be able to meet physical and environmental requirements of an operational role.</p></li></ul><h3>Benefits</h3><h3><strong>Our Merlin Values – We Live by Them Every Day</strong></h3><p> <strong>We Care</strong> – We go above and beyond to care for our guests, our teams, and the world around us. <strong>Own Your Craft</strong> – We are passionate about doing our best work and helping others shine. <strong>Drive and Discover</strong> – We act with purpose, explore new ideas, and embrace change. <strong>Go Together</strong> – We collaborate, listen, and move as one united team. <strong>Enjoy the Ride</strong> – We create joy, celebrate progress, and welcome everyone along the way.</p><p><strong>Your Adventure Awaits! </strong></p><p>At Merlin Entertainments North America, we believe in not just rewarding your work but enhancing your journey with an exhilarating array of benefits that go beyond the ordinary. Get ready for a ride of a lifetime as we unveil the extraordinary perks waiting for you!</p><p><strong> Your Benefits Odyssey Begins Here:</strong></p><p><strong>Competitive Salary:</strong></p><ul><li>Brace yourself for a salary that not only recognizes your talents but propels you to new heights.</li></ul><p>️<strong>Generous PTO:</strong></p><ul><li>Time off is your passport to recharge. Enjoy a generous PTO policy to explore, relax, and rejuvenate.</li></ul><p>️<strong>Affordable Health Plans:</strong></p><ul><li>Dive into the comfort of affordable medical, vision, and dental plans that prioritize your well-being.</li></ul><p><strong>Global Access Pass:</strong></p><ul><li>Picture this – free entry to all Merlin attractions worldwide! Your golden ticket extends to family and friends, unlocking a world of wonder.</li></ul><p>️<strong>Secure Your Future:</strong></p><ul><li>Safeguard your legacy with company-paid life insurance – because we care about your peace of mind.</li></ul><p><strong>Continued Growth:</strong></p><ul><li>Joining Merlin isn't just a job; it's a thrilling expedition. Expect continuous growth in an exciting, global organization that values your journey.</li></ul><h3>Pay Range</h3>Compensation between CAD $75,008.00/Yr.-CAD $95,000.00/Yr.
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