Merlin Entertainments
Accommodation Lead
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Job Description: Hotel Lead
We're looking for an enthusiastic and guest-focused Hotel Lead to join our team. This is a fantastic opportunity for an experienced hospitality professional who enjoys leading people, driving high standards, and delivering exceptional guest experiences.
Role Overview
As a Hotel Lead, you will be responsible for supporting the day-to-day operation of the Front Office department, leading by example to ensure every guest receives a warm welcome, outstanding service throughout their stay, and a memorable farewell on departure. You will motivate and coach team members, resolve guest concerns, monitor departmental performance, and help maximise revenue through effective upselling opportunities.
This role requires flexibility to work a variety of shifts, including early mornings, evenings, weekends, bank holidays, and occasional overnight shifts as required by the business.
What You'll Bring To The Team
- A passion for delivering exceptional guest experiences and creating lasting memories.
- Strong leadership skills with the ability to motivate, coach and support team members.
- A proactive and positive approach to problem-solving and guest satisfaction.
- Excellent communication skills and confidence interacting with guests, colleagues and stakeholders at all levels.
- The ability to remain calm under pressure and make effective decisions in a fast-paced environment.
- Strong organisational skills with excellent attention to detail.
- A commercial mindset with the ability to identify upselling opportunities and drive revenue.
- A collaborative approach, working closely with departments across the hotel to ensure seamless operations.
- Commitment to maintaining high standards, company compliance and brand expectations.
- Flexibility to work a range of shifts in line with operational requirements.
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Qualifications & Experience
Whilst no formal qualifications are required, the following skills and experience are desirable:
- Previous experience within a Hotel, Front Office, Reception or Guest Services environment.
- Experience leading, supervising or supporting a team within hospitality or a customer-focused setting.
- Demonstrable experience delivering exceptional customer service and handling guest enquiries and complaints professionally.
- Confidence using computerised booking, reservation or hotel management systems.
- Experience processing payments, handling cash and following financial procedures accurately.
- Strong verbal and written communication skills.
- Excellent organisational skills and the ability to prioritise workload effectively.
- Experience working in a fast-paced operational environment.
- A flexible approach to working shifts, including early, late, weekend, bank holiday and overnight shifts when required.
- A genuine passion for hospitality and creating outstanding guest experiences.
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Benefits
Alongside the opportunity to perform to thousands of international guests in your residency, you’ll also receive:
- Monthly Bonus based on guest satisfaction
- 25% discount in our retail shops and restaurants and 40% off LEGO online
- Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
- Discounted rates at Merlin hotels all over the world
- Employee pricing up to 55% off cinema tickets
Pay Range
Competitive
Contact Information
If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at recruitment@merlinentertainments.biz and one of the team will get back to you as soon as possible.
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