Adrian Thompson Email & Phone Number

Verona, Ny, Us

Winter Haven, Florida, United States

As Regional Vice President of Continuous Improvement and Operational Planning at Merlin Entertainments, North America, I lead initiatives to optimize operational efficiency and strategic planning across a diverse portfolio of attractions.Key Responsibilities:- Strategic Leadership: Develop and execute continuous improvement strategies that drive innovation and efficiency.- Operational Planning: Oversee planning to optimize scheduling, labor, and resource allocation for maximum performance and cost efficiency.- Continuous Improvement: Apply Lean Six Sigma principles to enhance processes and guest experiences.- Talent Development: Lead and mentor teams to foster a high-performance culture and empower talent.- Cross-Functional Collaboration: Work with teams to streamline operations and deliver value.- Industry Innovation: Stay ahead of trends to maintain Merlin’s market leadership.I am committed to driving excellence, improving operations, and delivering memorable guest experiences.

Winter Haven, Florida, United States

I spearhead the Continuous Improvement initiative at Merlin Entertainments in North America, leveraging Lean Six Sigma methodologies to pinpoint areas ripe for process optimization and enhanced efficiency. My focus is on fostering a culture of Continuous Improvement across all organizational tiers.In addition, I oversee the implementation of Continuous Improvement training programs throughout North America, equipping our Resort leaders with the necessary tools and insights to consistently challenge conventional practices and deliver unparalleled guest experiences.To maintain our competitive edge, I remain vigilant in staying abreast of the latest technological advancements in the industry. By ensuring Merlin Entertainments consistently adopts cutting-edge solutions, we maximize guest satisfaction and establish a benchmark that sets us apart from our competitors.

Somerville, Massachusetts, United States

Board member for Class of 2022

Greater Boston Area

Responsible for day to day and business operations of LEGOLAND Discovery Center Boston. I have full oversight of all business areas including P&L, Marketing, Technical and Operations.I am responsible for leading a team of 5 Senior Managers to meet EBITDA, KPI and growth targets. I oversee all areas of the business and am responsible for driving strategy as well as increasing our profile in the local community.

Boston, Massachusetts

Responsible for day to day and business operations of LEGOLAND Discovery Center Boston.

Auburn Hills, Michigan

- Head of Operations responsible for full oversight of the day to day operation of LEGOLAND Discovery Center and SEA LIFE Aquarium covering all operational areas of the business - Admissions, Rides and Attractions, Education and Model Building. - Deputizing for the General Manager in all aspects of the business, assuming General Manager responsibilities in their absence.- Overseeing all health and safety across the attractions with the Technical Manager ensuring that both sites conform to the highest possible health and safety standards and procedures at all times, including strict compliance with ride health and safety procedures.- Manage 10 direct reports and maintain full accountability of the operational areas ensuring sufficient staffing levels, smooth running of the attractions and highest possible levels of customer service.- Tightly control allocated budget lines and labor budget to ensure maximum efficiency and EBITDA potential.- Ensure secondary revenue opportunities and budgets are met to maximize Cluster EBITDA with particular focus on Admissions guide book RPCs.- Assist with and oversee CAPEX projects.

Chessington World Of Adventures Resort

Responsible for the day to day management of the guest and customer service department of the Resort, overseeing all pre, on the day and post visit feedback including all enquiries and customer engagement on social media. Directly manage two Guest Experience Managers and a team of up to 25 seasonal hosts, overseeing all recruitment, training and day to day management, ensuring targets are regularly set and met, implementing incentives to drive productivity and continually ensure the engagement of both the permanent and seasonal teams.Deputise for the Product Excellence Manager assisting with the reporting and monitoring of all Resort KPI's, ensuring these are reported to all departments and implementing initiatives and training to ensure KPI targets are continually met.Attend senior leadership meetings in the Product Excellence Manager's absence, reporting all weekly KPI and guest experience data to the Divisional Director and assist with senior leadership decisions and discussions.Oversee and monitor guest experience standards around the Resort, actively viewing and reviewing all areas of the Resort, reporting any areas for concern, driving staff and guest engagement and making recommendations on how to improve the guest experience on all areas of the Resort.Take control of seasonal budget, rota staff accordingly and ensure that all budgets and forecasts are controlled, adjust any overspends and justify accordingly.

London, United Kingdom

Responsible for the day to day operations and running of the Hospitality Department. This involves managing a team of 4 full time staff and up to 30 part time staff at any one time, ensuring that the highest level of service standards are met when delivering the London Eye's premium packages.I am responsible for all aspects of the daily operation from coordinating large capsule bookings to managing our premium events such as Dining at 135. As a team leader we take responsibility for all aspects of our teams performance managing both the good and the bad, we are also responsible for aiding the planning and implementation of various seasonal campaigns, which can involve anything from ordering stock to operational plans and implementation.Finally we are at the forefront of customer service and a large proportion of the job involves assisting customers with questions, problems or queries and being the main port of call when dealing with any department specific issues.

London, United Kingdom

Responsible for providing a first class service for speciality experiences, from Champagne Experiences to Dining at 135. Responsible for serving all hospitality on the EDF Energy London Eye as well as being at the forefront of customer service. As a host you are responsible for ensuring the guests receive the best possible service and ensuring that they feel like they are being treated like VIP's.Whilst working as a host I was asked to help develop the London Eye's prestigious Dining at 135, acting as the host and main guest contact for a number of high profile capsules and subsequently assisting the Dining Manager with the creation of the Standard Operating Procedures.

London, United Kingdom

Responsible for the day to day operations and running of the Ice Rink over the Christmas period. Ensuring that the operation ran as smoothly as possible and the ice was maintained to the highest standard, this involved hourly checks as well as maintenance twice a day before and after the rink opened. As a team leader you are also responsible for managing all customer complaints and ensuring that the team work to the highest possible standard.

Val D'Isere, France

As a Chalet Manager for Crystal Ski I was responsible for the day to day running and operation of a 32 person chalet. Duties included organising staff rotas, coordinating meal services and cleaning schedules, cashing up the public bar and dealing with all customer comments and issues. I was also directly in contact with the resort team on a weekly basis ensuring that all transfer days ran as smoothly as possible, ensuring that all outgoing guests were met by the correct resort coach and dealing with any problems that arose with incoming guests such as late transfers or delayed flights.I was directly responsible for a team of 4-6 chalet hosts and one chalet head chef, my key achievement was turning the chalet bar from a 10 euro a week operation to a 700 euro a week operation.

Bachelor Of Arts (B.A.), Performance Acting

Education record