Operations Planner

ROLE Summary:

The Operations Planner is responsible for ensuring seamless and efficient operational planning and workforce management across the resort. The role focuses on resource scheduling, consolidating reports, and acting as a subject matter expert in staffing solutions. Working collaboratively with cross-functional teams, the Operations Planner drives operational excellence by improving resource planning, optimizing cost efficiency, and ensuring alignment with the resort's strategic goals.

Key responsibilities

Workforce Planning and Scheduling:

• Develop and distribute operational rosters across all departments to meet daily resort requirements.
• Schedule front-line resources to ensure adequate coverage aligned with budget and unit needs.
• Consolidate and prepare hours reports for managerial approval to support with ensuring payroll for variable team members is accurate and correct.
• Plan and manage break schedules to maintain operational efficiency and compliance with labour regulations.

Resource Management:

• Proactively identify and address resourcing challenges to maintain business continuity.
• Trigger recruitment processes in collaboration with the People team based on operational demand.
• Develop contingency plans to ensure resources are allocated effectively during internal and external changes.

Operational Efficiency:

• Use existing tools and methodologies to improve planning efficiency and capitalize on revenue opportunities.
• Partner with departments to optimize resource planning requirements for revenue, cost, and guest experience.
• Continually analyze resourcing models to track RPC (Resource Per Capita) and Guest KPI performance.

Systems and Process Development:

• Work collaboratively with internal teams to build and enhance tools that support organizational objectives and strategies.
• Ensure resource planning processes reflect the company culture and values throughout their lifecycle.

Compliance and Reporting:

• Ensure rosters and time plans comply with Labour laws and resort standards.
• Monitor and report on resource planning metrics, providing insights to support decision-making.
• Maintain accurate documentation and records for audits and compliance reviews.

Health & Safety:

• Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy.
• Understand risk assessments and ensure reporting of any new risks as appropriate.
• In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner.
• Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager.

Experience and qualifications

• Proven experience in workforce planning, operational scheduling, or resource management, preferably in a fast-paced, guest-focused environment such as hospitality, leisure, or attractions.
• Demonstrated experience working with scheduling tools, workforce management systems, and analyzing operational data to drive resource efficiency.
• Strong understanding of labour laws, compliance standards, and best practices in workforce planning and resourcing.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint) and familiarity with operational planning systems.
• Excellent communication and interpersonal skills, with the ability to manage stakeholder relationships.

Skills and Competencies

• Workforce Planning Expertise: Ability to create efficient schedules, optimize resource allocation, and proactively address staffing challenges to meet business demands.
• Operational Excellence: Demonstrated ability to streamline processes and enhance operational efficiency.
• Data-Driven Decision-Making: Proficiency in analyzing workforce data, identifying trends, and leveraging insights to drive resource and cost efficiency.
• Attention to Detail: Maintain meticulous and accurate records related to rosters, compliance, and reporting, ensuring precision and consistency.
• Collaboration: Ability to work cross-functionally with internal teams, leadership, and external stakeholders to ensure alignment and operational success.
• Adaptability: Flexibility to respond to changing operational requirements, guest volumes, and unexpected challenges while maintaining high standards.

Behaviours

A Merlin job is like no other. Our values—Own Your Craft, Go Together, Enjoy the Ride, Drive & Discover, and We Care—guide the behaviours that set us apart. By living these values, we bring joy, create connections, and make lasting memories for our guests, while fostering a positive and supportive environment where everyone can thrive.

Own Your Craft:

• Continuously sharpen your expertise, seek personal growth, and help others to develop in their roles.
• Actively listen to feedback and integrate it into improving performance.
• Stay curious and draw inspiration from both industry and the broader world to keep at the cutting edge of entertainment.

Go Together:

• Foster strong, trusting relationships by collaborating with colleagues across teams, locations, and cultures.
• Work together to solve problems, leveraging diverse perspectives to find the best solutions.
• Commit to decisions once made, and act swiftly to drive progress and deliver results.

Enjoy the Ride:

• Bring a sense of fun, positivity, and energy to the workplace, creating a joyful environment.
• Support and encourage others during challenges, viewing setbacks as opportunities to learn and grow.
• Cultivate a welcoming atmosphere where people feel valued, included, and like they belong.

Drive & Discover:

• Take ownership of your work, delivering excellence by seeing tasks through to completion.
• Prioritise tasks that have the greatest impact, focusing on quality over quantity.
• Proactively explore new opportunities to improve guest experiences, taking calculated risks to drive innovation.

We Care:

• Go above and beyond for both guests and colleagues, showing thoughtfulness in every interaction.
• Uphold uncompromising standards of safety, security, and welfare, prioritising the well-being of everyone.
• Actively contribute to making a positive impact on the environment and local communities, demonstrating social responsibility in all decisions.