LEGOLAND Parks
Frontline Lead
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Frontline Lead - Full Time
Location: LEGOLAND® Windsor Resort, Windsor, SL4 4AY
Here at the LEGOLAND® Windsor Resort, we are busy preparing for our 2026 season, and we are recruiting for Frontline Leads to join our AWESOME team.
About the Role
The Frontline Lead is a critical role within the Zone at LEGOLAND Windsor Resort. Responsible for overseeing the day-to-day operations of a specific geographical zone, this role reports to the Zonal Operations Manager and focuses on:
- Ensuring operational excellence, guest satisfaction, and adherence to brand standards
- Maintaining high standards across rides, commercial units, accommodation, guest amenities, cleanliness, and presentation within the assigned zone
- Supporting and delivering multiskilled teams, driving collaboration, continuous improvement, and a positive employee experience
Key Responsibilities
Operational Leadership
- Support and oversee all operational aspects of the designated zone, including Admissions, rides, retail & Fastrack, ensuring:
- Safety, efficiency, and guest enjoyment*
- High standards for front-of-house, cleanliness, and presentation
- Collaboration with relevant teams to optimize performance and uptime/efficiency
- Support seamless operations during peak seasons and events through thorough preparation and briefings of zonal teams
- Conduct training on Risk Assessments, COSWP’s, and Ride Training for assigned zones
- Ensure all compliance across the department, including adherence to:
- HSG 175 & HSP009 compliance
- Merlin Ride Training Policy
- Attraction training, certifications, spot checks, and COSHH procedures
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Guest Experience
- Monitor and analyze guest experience within the zone
- Proactively address feedback to enhance guest satisfaction
- Handle guest escalations with established guest recovery frameworks
- Collaborate with broader operational teams to align with business KPIs and guest experience strategies
Communication & Collaboration
- Build strong relationships with cross-functional teams
- Participate in operational reviews and daily briefings
- Share insights, successes, and challenges specific to the zone
- Actively contribute to Resort-wide operational improvement initiatives
Requirements
Skills & Experience
- Leadership and Decision-Making: Ability to lead and inspire teams, make decisions under pressure, and drive excellence
- Adaptability: Flexibility to adjust priorities, take on ad-hoc responsibilities, and accommodate varying shifts as needed
- Guest-Centric Approach: Commitment to exceptional guest experiences through service and issue resolution
- Operational Expertise: Deep knowledge of safety, ride performance, and resource coordination
- Communication & Collaboration: Strong interpersonal skills for engaging with diverse stakeholders
- Problem-Solving: Ability to resolve complex operational issues efficiently
- Continuous Improvement: Passion for enhancing processes and coaching teams for long-term success
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Additional Duties
- Step in for Zonal Duty Manager role as required (with operational experience and business approval)
Benefits
- 40% discount off LEGO® sets and products on the online LEGO Store!
- Merlin Magic Pass: 20 free tickets for family and friends to enjoy Merlin Attractions worldwide
- 25% discount in Merlin retail shops and restaurants (in addition to Magic Pass access)
- Staff discount codes for Merlin Annual Passes (perfect for gifting!)
- Pro rata holiday allowance (equating to 28 days annual leave for full-time roles)
- Private pension scheme
- Life assurance scheme
- Employee assistance programme
- Access to Perks at Work with 30,000+ national/local discounts
- Free staff parking
- Ongoing training & development
Pay Range
£13.00 per hour
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