LEGOLAND's Tim Harrison-Jones On Crafting Success And Smiles

With over 30 years of experience in the hospitality and leisure industry, Tim Harrison-Jones is clearly well-placed in his current role as the general manager of LEGOLAND Dubai Resort, part of Dubai Parks and Resorts, one of the UAE’s most loved entertainment hubs.

As the man at the helm of a three-million-square-foot destination that is the Middle East’s first (and only) LEGO-themed resort which includes LEGOLAND Theme Park, LEGOLAND Water Park, and LEGOLAND Hotel, Harrison-Jones says that he, along with his team, is fuelled by a passion for creating unforgettable family experiences.

“Every smile, every laugh, is a reminder that our efforts have purpose,” he says. “It fills not just their hearts, but ours too, inspiring us to keep going, keep innovating, and keep delivering extraordinary experiences. That’s the essence of what we do, and what I strive to encourage every single day.”

But how does he make it all happen? Here, Harrison-Jones shares his seven keys to success for running this one-of-a-kind establishment.

1. Work For The Customer’s Smile

I believe the small things often hold the most meaning, especially in the hospitality, entertainment, and service industry. It’s easy to get caught up in hard work, and overlook the real reason we’re here – to create moments of joy for children and families. A simple smile from a customer might seem like a small reaction to us, but for them, it can brighten their entire day. It’s the thoughtful details, the unexpected surprises, and the genuine connections that leave a lasting impact.

2. Adaptation Is Key

In life and work, the ability to adapt is what defines success, especially in a diverse region like the GCC. I’ve learnt that no two situations are ever the same, and flexibility is essential. Understanding the needs of those around you, whether it’s your team, your audience, or your environment, requires listening, observing, and being open to change. One of the most humbling lessons I’ve learnt is recognizing that what worked yesterday may not work today. It’s about staying curious, embracing feedback, and making adjustments with confidence. For me, adaptation isn’t about compromise; it is about growth.

3. Acknowledge Your Team

A simple “thank you” goes a very long way – in fact, it can transform a workplace. In the UAE’s multicultural environment, where many have left families behind, recognizing sacrifices and dedication is essential. I make it a point to connect with frontline teams, listen to them, and celebrate their achievements, no matter how small. They are the ones connecting with guests, bringing smiles, and creating unforgettable memories. Success is always a team effort, and seeing individuals grow and thrive, knowing they feel supported and valued, is deeply rewarding.

4. Trust Your Decisions

One of the most valuable lessons I’ve learnt is to trust your decisions, even when the path ahead feels uncertain. Leadership often involves making tough decisions without complete certainty, and secondguessing yourself can lead to missed opportunities. I’ve realized that what matters most is having a clear vision, listening to the right people, and then committing to the choices you make. In my experience, it’s not about getting everything right all the time; it’s about learning and adapting along the way. In the end, it’s about finding that balance between instinct and insight, and knowing that growth comes from embracing both the wins and the lessons.

5. No Idea Is A Bad Idea

I’ve learnt that some of the most remarkable ideas come from the least expected places. A simple suggestion or an offhand comment can spark something extraordinary when given attention. No idea is ever dismissed outright; every thought is a seed for possibility. By fostering an environment where people feel safe to share, we unlock creativity and innovation. Not every idea becomes a breakthrough, but every voice matters.

6. Find Strength In Balance

As a leader, finding the right balance is key. It’s about encouraging creativity, asking the tough questions, and challenging ideas, while staying grounded and humble. Over the years, I’ve come to realize that pausing to reflect and owning up to my mistakes is not a weakness but a true sign of strength. Humility fosters trust, respect, and stronger connections with the team. Leadership is not about having all the answers; it’s about creating an environment where collaboration thrives, and everyone feels valued. When you find that balance, both the team and the work grow in ways you never imagined.

7. Focus On What You Can Control

Uncertainty can appear in any environment, personal or professional, but I’ve learnt to approach it by focusing on what’s within our control. I encourage my team to channel their energy into actionable plans, clear priorities, and consistent execution. Worrying about uncontrollable factors only drains energy and clouds judgment. Instead, we lean on collaboration, open communication, and the collective experience of our network to address challenges head-on. Challenges will always come in different forms, but when you focus on what you can control, you create clarity, build confidence, and foster a culture where solutions are found, ensuring everyone’s experience is not just joyful, but also safe. 

Pictured in image: Tim Harrison-Jones. Image courtesy LEGOLAND Dubai 

This article first appeared in the January/February issue of Inc. Arabia magazine. To read the full issue online, click here.