LEGOLAND CA Sealife/Explorer Outpost Zonal Park Lead-FT

What you'll bring to the team

The Zonal Park Operations Lead is a hands-on leadership role focused on the daily delivery of operational excellence across a specific functional area—such as a ride cluster, admissions, retail outlet, build experience, SEA LIFE, or the Water Park—within a designated zone. This role ensures safety, efficiency, guest satisfaction, high training standards and service recovery while maintaining LEGOLAND California’s brand standards, cleanliness, and presentation.The Zonal Park Operations Lead works alongside Model Citizens, supporting operations in real time while leading the team on shift. As the first point of contact for guest escalations, safety incidents, and Model Citizen support, this role is critical to the smooth running of the operation and on-the-day leadership of the team.

 

 

Essential Functions:• Run the daily operation of a specific functional area (e.g. rides, retail, admissions, Water Park, SEA LIFE, or build experiences) within the zone.• Deliver safety, efficiency, and high-quality guest experiences across your assigned location(s).• Work in-position alongside Model Citizens when needed to support peak times or unexpected operational needs.• Manage opening and closing routines, checklists, maintenance handovers, and operational readiness.• Oversee break management and deployment to ensure full coverage and service continuity.• Additional duties and responsibilities may be assigned within the park zone as neededGuest Obsession:• Act as the first responder for guest concerns and escalations, using established service recovery tools and techniques.• Support guest obsession by role-modelling LEGOLAND standards and taking ownership of guest satisfaction.• Work with Model Citizens on shift to coach service behaviors, presentation, and brand delivery in real time.• Actively monitor and promote NPS drivers within your zoneTeam Leadership:• Lead a group of Model Citizens through the live operation, setting expectations and supporting success on shift.• Support on-the-job training and coaching to help Model Citizens develop confidence, consistency, and role knowledge.• Deliver briefings, coordinate daily tasks, and provide hands-on coaching during operations.• Identify skill gaps and escalate development needs to the Zonal Park Operations Manager.• Actively fosters a positive and engaged team culture, in line with Merlin’s values.Safety and Compliance:• Monitor your functional area to ensure all operational safety and compliance standards are being followed.• Be prepared to manage incidents, support incidents, and lead basic emergency responses such as evacuations.• Report hazards, safety concerns, or maintenance issues promptly and clearly.Brand Standards and Presentation:• Maintain exceptional presentation and cleanliness standards across all areas, aligned to LEGOLAND brand expectations.• Proactively check signage, show readiness, visual standards, and Model Citizen appearance across your area.• Support venue readiness for shows, educational experiences, and character or build activations.Collaboration and Communication• Work closely with your Zonal Park Operations Manager and peer Leads to deliver a seamless guest experience across the zone.• Escalate guest, staffing, cleanliness or operational concerns quickly and appropriately.• Keep Model Citizens informed of key updates, priorities, and procedural changes throughout the day.

 

 

Qualifications & Experience

SKILLS AND COMPETENCIES

 

Must be in good standing with the company, no corrective actions or Level 4 attendance coaching.

Mut be able to adhere to current availability through April 2026

 

 

Essential Functions:

Leadership and Decision-MakingProven ability to lead and support Model Citizens in live operations. Comfortable making informed, on-the-spot decisions while maintaining calm under pressure and driving performance on shift.Guest-Centric ApproachStrong focus on delivering high-quality guest experiences through service recovery, visible leadership, and coaching others in real time. Confident handling escalations and taking ownership of guest issues.Operational ExpertiseSolid understanding of frontline operations across rides, admissions, retail, build experiences, SEA LIFE, and Water Park. Experienced in supporting daily procedures, safety protocols, and functional delivery.Communication and CollaborationSkilled at communicating clearly with Model Citizens, peers, and leaders. Builds trust and drives teamwork across departments to keep the operation running smoothly.Problem-Solving and AdaptabilityAble to respond quickly to operational changes, guest feedback, and resource issues. Works flexibly in-position alongside the team to maintain standards and solve problems without delay.Continuous ImprovementKeen to improve processes and coach others. Identifies training needs and shares feedback that helps the team grow and succeed long term.

 

Availability This is a full-time role. Must be available to work weekends, holidays, and varying shifts to support Resort operations

 

Physical RequirementsSitting - None (0%)Standing - None (0%)Walking - None (0%)Bending - None (0%)Twisting - None (0%)Squatting/Kneeling/Crawling/Climbing - None (0%)Wrist Deviation (Side to Side) - None (0%)Hand/Wrist Repetitions (Up and Down) - None (0%)Reaching - None (0%)Grasping - Simple: < 50 poundsManual Dexterity/Strength - Gross motor, light - moderate strengthManual Dexterity/Strength - Fine motor, light - moderate strength     Lifting, Pulling and Pushing - Frequency of Activity by Weight CategoryFrequency of Activity MatrixLifts & CarriesLifts OverheadPullingPushingUp to 10 poundsNone (0%)None (0%)None (0%)None (0%)11 - 24 poundsNone (0%)None (0%)None (0%)None (0%)25 - 34 poundsNone (0%)None (0%)None (0%)None (0%)35 - 50 poundsNone (0%)None (0%)None (0%)None (0%)51 - 74 poundsNone (0%)None (0%)None (0%)None (0%)75 - 100 poundsNone (0%)None (0%)None (0%)None (0%)Over 100 poundsNone (0%)None (0%)None (0%)None (0%)     Visual/Hearing Requirements Working ConditionsRequirementApplicable/Not Applicable TemperatureBetween 16 and 95 degreesVisual Crawl Space/Cramped PostionExposed < 1 hour per dayClose eye work (small figures)Applicable Personal Protective Equipment**None (0%)Color discriminationApplicable DrivingNone (0%)Minimal color discriminationNot Applicable Noise*None (0%)Normal color discriminationApplicable * (Loud/Repetitive, < 85 Decibels per OSHA Standard)**(e.g. Respiratory Mask, etc.)Other: Depth perception, distance vision, ability to focus Applicable    Other:Hearing (Specify any other requirements or restrictions that should be considered)Hearing Requirements - Special requirements, able to consistently fulfill communication needs (alarms, phone ringing, conversation, clear acuity within 100 feet)Applicable      The duties & physical requirements listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties & physical requirements does not exclude them from the position if the work is similar, related or a logical assignment to the position.

Benefits

What You'll Get...Alongside company paid holidays, you can also look forward to enjoying a great benefits package, free tickets to Merlin attractions globally and 30% discount in our retail shops and restaurants.

Pay Range

USD $22.00/Hr.

Salary : $22