WORKING FOR LEGOLAND WINDSOR

Transcription

1 WORKING FOR LEGOLAND WINDSOR

2 LEGOLAND Windsor LEGOLAND is one of the Merlin Entertainments Group s world famous brands. One of Merlin s three operating divisions is dedicated to LEGOLAND Parks, and the Windsor attraction is part of that division. This case study provides some basic information about working for Legoland Windsor. The case study will be of use in a range of classroom situations such as: Providing information about working at a leading UK leisure attraction for learners taking qualifications such as GCSE Leisure & Tourism, A/AS Leisure Studies, BTEC programmes Information for learners needing to find out about job opportunities within the Leisure Industry Careers details for those interested in working within Leisure Aspects of operating a major attraction Case Study Content The case study looks at: LEGOLAND Windsor values Qualities required of job applicants Range of job opportunities Benefits of working for LEGOLAND Windsor Job description for Admissions Assistant Manager

3 Working at LEGOLAND Windsor A visit to LEGOLAND Windsor offers exciting and fun rides and attractions for different age groups, educational activities, events, shops, shows, and a choice of food and beverage outlets. How much visitors enjoy their experience is closely linked not just to the range and quality of the products in the park, but to the standard of service provided by the park staff. LEGOLAND values The LEGOLAND values of Creativity, Fun and Quality, are vital in providing the ultimate experience for guests. The LEGOLAND values are the organisation s guiding principles, and are reflected in its culture. Lend a hand at LEGOLAND LEGOLAND Windsor is a theme park dedicated to children aged 3-12 years old. It is an inspirational land where the kids are the heroes. Children can learn to drive, operate a JCB, power a fire engine and even pilot a balloon. It is a family attraction like no other. The fun never stops and imagination knows no bounds.

4 The LEGOLAND Team The team at LEGOLAND Windsor is dedicated to bringing alive the wonderful LEGOLAND experience for guests. Each year there are job opportunities for people who want to help meet the challenge of providing unlimited fun and excitement for guests. To join the team applicants must: enjoy serving others have stacks of enthusiasm and energy get on well with children have a well-groomed personal appearance be able to work as part of a team be 16 years of age or over for most jobs, although due to Health and Safety requirements, some positions require staff to be older Creating fun for others is hard work, whatever the weather, and in the Park many of the jobs involve working outside. Job opportunities Each year there are opportunities at LEGOLAND Windsor for around 700 staff between March and November in a wide range of jobs. As well as summer positions, there are also seasonal full-time positions working a flexible schedule of 40 hours over 5 days. Shift patterns vary according to the needs of the department. Applications are invited from UK nationals, those holding a valid UK work permit, or who have the right to work in the UK.

5 Job opportunities include: Rides & Attractions: Minimum age 18. This is the team for those who really want to be involved in the fun! Staff may be operating one of the park s many rides, where guests take control, or ensuring safe play in one of the interactive playscapes. Retail: As part of this team staff could become a true LEGO expert, advising little guests how best to spend their hard saved pocket money. They could even find themselves panning for gold or issuing LEGOLAND driving licenses! Admissions & Guest Services: The first to give guests a warm welcome, these employees are responsible for the care and movement of guests into and around the park, whether in car parking, ticket selling, ticket monitoring or as part of a specialist Guest Services Team dealing with general queries and problem solving. Security: Minimum age 18. Security Officers are real LEGOLAND Ambassadors. Typical duties include interaction with guests while ensuring a safe environment, controlling business, visitor and staff entrance to the site, co-ordinating radio communication, re-uniting lost children with their parents and dealing with emergency incidents.

6 Environmental Services: The Grounds Cleaning Crew s duties may sound rather unglamorous - sweeping up, washing down, cleaning and recycling - but they are nonetheless regarded amongst the most important in the park. This Team also helps build the fun by meeting and greeting little guests throughout the day. Wardrobe: The Wardrobe Team ensures all LEGOLAND employees are issued with a uniform. They also maintain these uniforms and make small repairs and adjustments. Good sewing skills and an eye for detail are essential. Warehouse: Minimum age 18. This Team plays a key role in the daily operation of the park, in particular co-ordinating and distributing all food and retail products. A driving license is essential, and a fork lift truck license preferred. Food & Beverage: No previous experience is necessary to join this team. Before long applicants could be grilling food with the pirates, preparing a feast fit for a King, cooking sumptuous dishes in the stylish flagship restaurant or fascinating younger guests as they create fresh pizza and pasta before their very eyes!

7 Atmosphere & Benefits As well as helping guests to have a great time throughout their visit, staff members have fun too and make plenty of new friends. In return for commitment and hard work, they enjoy the following benefits: Attractive rates of pay Performance incentives and prizes Excellent training Free tickets to the Park Reduced fares on local buses Discount on LEGO products, park merchandise and dining in the park s restaurants Free car parking On-site staff canteen Network of local accommodation for those from outside the area A fun, family-orientated atmosphere

8 Job Mission Summary Job Title: Admissions Assistant Manager Department: Operations / Admissions Reports to: Admissions & Customer Services Manager Reporting to this Position: Team Leader & Admissions Assistants Scope of Job: Ensure Guests enter the park in a safe and efficient manner, whilst enjoying an excellent service from all Admissions and Guest Service staff members. The jobholder is expected to develop the team by maintaining high levels of Guest satisfaction and minimising the waiting times in queues. The role will be a key in: driving and motivating the Team Leaders as well as front line staff towards achieving both the Company and department goals and objectives; ensuring guest satisfaction is kept to a high level providing the ultimate experience of the LEGO brand; coaching and developing the teaml; acting as a role-model in showing how the LEGO values are lived out and in the work place. The jobholder will take responsibility for the department in the Manager s absence, make vital decisions and have the ability to solve problems. The position may also require working in other departments within Operations where required.

9 Key Objectives: Main Responsibilities: 1. Operations Be responsible for ensuring a smooth daily operation by carrying out Operations Duty Manager shifts. The main areas of responsibility are Car Parks, Ticket Selling and Monitoring, Annual Pass promotion and operation and Guest Services. Overview the Team Leader's daily duties to make sure that the Admissions Department is fully functional. Be responsible for the efficient running of the ticketing and access control. Ensure that the requirements of the Marketing Department are fulfilled at the gate and ensure accurate figures of attendance and promotion redemption is maintained. 2. Marketing Maintain excellent relationship with Sales and Marketing to ensure all promotions have the correct terms and conditions, the relevant reporting numbers and confirmation of event content. Ensure the system remains secure and fraud proof, investigating any discrepancies thoroughly. 3. Financial Take full responsibility for managing and meeting all labour budgets. Have influence in decisions regarding capital projects each season. Oversee the recruitment for the department, ensuring that

10 operational needs are constantly met. 4. Development Attend Company training programmes to develop capabilities such as People Management skills, Recruitment skills and Financial and Disciplinary training. Use the Personal Development Plan (PDP) programme in conjunction with the General Manager to identify areas of growth potential. 5. People Coach and develop Team Leaders and front line staff. Resolve and manage staffing issues whilst taking responsibility and welfare of the team. Be one of the main drivers of the Company PDP process, ensuring that all staff members receive performance feedback and related development. Provide strong leadership with regards to poor performers in enforcing standards fairly and consistently. Manage seasonal staff, setting objectives for them. As a Manager, comply with all People Manager Policies and procedures and ensure the team follows these at all times. Build and develop a team who works together, supports, communicates and encourages one another creating a fun environment where the LEGO values are met. Through coaching & development establish a team that are confident and competent in their role. Work along side line manager to identify training needs then develop and implement formal training throughout

11 the season. Create an environment where the team is motivated to come to work; the environment is fun, where the staff are encouraged to openly express their own ideas. Utilise reward and recognition schemes to recognise best performers. Ensure there are daily team meetings to encourage two-way group dialogues. Ensure there are processes in place and a culture where staff are listened to and treated with respect. Performance will be tracked through staff feedback and through the annual staff surveys. Develop and nurture positive relationships with all other Departments. Build strong positive working relationships with the Marketing Department, keeping track of all the promotions, marketing activities and special events, devising and monitoring methods to increase Annual Pass sales. For further information please visit: