The Frontline Lead is a critical position within the operations, responsible for on the job supervision, guiding, and supporting a team of frontline guest-facing employees. The role is designed to be a trusted position with a focus on ensuring operational excellence and delivering outstanding guest experiences. This individual will provide leadership and coaching to frontline staff operating rides, overseeing retail outlets, and ensuring the cleanliness and safety of the park, all while maintaining a strong focus on teamwork and service quality. The Frontline Lead will be the first point of escalation for any operational issues, colleague support, or guest-related concerns and will work closely with the Zonal Manager to maintain a high standard of performance across the unit.
KEY RESPONSIBILITIES:
Conduct regular training sessions and performance reviews to help staff grow and improve.
Lead and coach frontline staff to meet operational standards and deliver exceptional guest service.
Monitor cleanliness, presentation, and safety across rides, shops, and other areas.
Ensure efficient operation of all daily tasks within the unit, from ride management to guest services.
Serve as the first point of escalation for guest complaints, refunds, or operational disruptions.
Manage key holder duties, including opening and closing the unit and completing checklists.
Maintain high levels of guest engagement and ensure service standards are consistently met.
Address guest feedback and continuously seek ways to improve service delivery.
Park Operations / Rides:
Operate rides alongside the team, ensuring safe and smooth operations.
Provide real-time coaching to team members, offering feedback and further training as needed.
Assist with troubleshooting operational issues and ensure safety protocols are followed.
Retail:
Work on the shop floor, assisting with product sales and customer service.
Steer team members by providing on-the-spot guidance and feedback to improve performance.
Help maintain a clean, organized retail environment and resolve any customer concerns promptly.
Guest Excellence:
Ensure guest queries are handled efficiently and team members are providing top-tier service.
Monitor guest satisfaction and address areas for improvement.
Accommodation:
Assist with check-in/check-out processes and address guest concerns regarding accommodation.
Provide guidance to colleagues in maintaining cleanliness and ensuring rooms meet park standards.
Offer support to colleagues as needed to maintain high service levels.
Health & Safety:
Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy.
Understand risk assessments and ensure reporting of any new risks as appropriate.
In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner.
Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager.
Qualifications & Experience
Experience and qualifications
The ideal candidate will have previous experience in a customer-facing role, preferably within a theme park or similar environment. A strong focus on teamwork, reliability, and a positive attitude is essential. The Frontline Lead should be a trusted advisor, capable of guiding and supporting colleagues with a hands-on approach. While prior leadership experience is beneficial, this role is focused on being a dependable team player who can lead by example and ensure smooth day-to-day operations. You will demonstrate adaptability and flexibility: Being open to adjusting or changing priorities and taking on ad hoc responsibilities as needed, while being willing to support the business with alternative shifts or varying working hours as required.
Benefits
40% discount off LEGO® sets and products on the online LEGO Store!
Merlin Magic Pass: 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world!
25% discount in Merlin retail shops and restaurants (a brilliant extra treat when you’re using your Magic Pass to visit!)
Staff discount codes for Merlin Annual Passes to gift to loved ones!
Pro rata holiday allowance based on 28 days full time equivalent
Private pension scheme
Life assurance scheme
Employee assistance programme
Access to Perks at Work which 30,000+ national & local employee discounts
