Merlin Entertainments
Zonal Operations Front Line Lead
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Zonal Frontline Lead
Location: Alton Towers Resort
Reports to: Zonal Manager
Contract: Seasonal (availability to work on a flexible rota covering 5 days out of 7, including weekend shifts required)
About The Role
We’re looking for a hands-on, energetic Zonal Frontline Lead to supervise and support a team of frontline, guest-facing colleagues at Alton Towers Resort. You’ll ensure operational excellence, safety, and outstanding guest experiences across rides, retail outlets, car parks, turnstiles, and accommodations.
Acting as the first point of escalation for operational or guest-related issues, you’ll work closely with the Zonal Manager to maintain high standards and deliver a seamless guest journey.
Responsibilities
Core Responsibilities
- Lead, coach, and support frontline colleagues to deliver exceptional guest service and operational standards.
- Conduct training sessions and performance reviews to develop team members.
- Monitor cleanliness, presentation, and safety across rides, shops, and other areas.
- Manage daily operations, including ride management, retail, car parks, turnstiles, and guest services.
- Handle guest escalations, refunds, and operational disruptions efficiently.
- Complete key holder duties (opening/closing units and performing checklists).
- Perform Zonal Duty Manager responsibilities when required.
- Support operational spot checks to ensure service, efficiency, and safety standards.
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Unit-Specific Responsibilities
- Park Operations / Rides: Operate rides alongside the team, provide real-time coaching, and ensure safety protocols are followed.
- Retail: Assist on the shop floor, coach staff, maintain a clean and organised environment, and resolve customer concerns.
- Car Parks / Turnstiles: Support safe and efficient guest arrivals and departures.
- Accommodation: Assist with check-in/out, maintain cleanliness standards, and guide colleagues to deliver high service levels.
- Guest Excellence & Brand Partners: Ensure top-tier guest service, monitor satisfaction, and uphold operational standards in partnership with brand partners.
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Requirements
- Availability to work on a flexible rota covering 5 days out of 7 (including weekend shifts).
- Experience in a customer-facing role, ideally in a theme park, hospitality, or retail environment.
- Proven experience managing and leading colleagues to deliver results in a fast-paced environment.
- Strong teamwork, reliability, and a positive attitude.
- Hands-on approach with the ability to lead by example.
- Adaptable and flexible with priorities, including alternative shifts or ad hoc responsibilities.
Benefits
- Merlin Magic Pass – 20 free tickets for you, your family, and friends (rising to 40 after one year’s service), covering all Merlin attractions worldwide.
- 28 days holiday (including bank holidays).
- Private pension scheme.
- 40% discount online on LEGO.
- 25% discount in on-site retail shops and restaurants.
- Ongoing training and development opportunities.
- Plus, many more benefits…
Pay Range
Compensation: GBP £13.70–GBP £13.70/Hour
(Note: The pay range appears uniform in the given text.)
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