Location: Chessington World of Adventures, Leatherhead Road, KT9 2NE

Contract Type: Permanent, Hourly paid

Hours: Full time fully flexible (any 5 days out of 7, including weekends and bank holidays)

We are recruiting for a new Zonal Lead to join our brilliant Operations Team!

Our Operations Team look after different areas of our beautiful resort (known as “Zones”), and as a Zonal Lead you will act as the first point of escalation within your assigned zone. Overseeing everything from guest interactions and in the moment feedback, colleague queries and coaching conversations, to ride availability and efficiency and commercial opportunities.

• Work closely with our frontline teams, providing real-time coaching to ensure they remain polite, knowledgeable, and consistently uphold the high standards of appearance and behaviour that our guests are expecting throughout their visit to Chessington World of Adventures.
• Alongside the Zonal Operations Manager, you will consistently seek new ways to improve staffing, resources, and training needs within your zone to continuously enhance our KPIs and drive guest satisfaction.
• Maintain expert knowledge of your zone, enabling you to answer queries confidently, support staff effectively, and uphold the highest levels of presentation and operational readiness.
• A key part of the role includes delivering ongoing training and driving continuous improvement to ensure teams are performing at their best.
• Be responsible for monitoring the cleanliness and safety of our rides and attractions, retail units, car parks, admissions (ticketed entrances) and guest service areas in accordance with Merlin Health and Safety protocols. Health and Safety is a primary focus of all operational roles, and the Zonal Lead will take a proactive approach toward Health and Safety training, compliance, dynamic risk assessments and incident reporting in line with H&S legislation requirements.
• A strong focus on guest engagement is essential in this role, and you will regularly seek guest interactions, respond to guest feedback, and identify opportunities to elevate the guest experience in direct response to your time out on the resort with your team. We want each and every guest to have a memorable experience throughout their trip to Chessington World of Adventures, and as a Zonal Lead you have every opportunity to create magical moments that our guests will cherish with their families.