Frontline Lead

What you'll bring to the team

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.

Working across both guest-facing and behind-the-scenes operations, you'll combine outstanding customer service, sales awareness, and operational excellence to ensure every visit exceeds expectations. Whether you're welcoming guests, managing bookings, coordinating experiences, or helping develop exciting new products, you'll be at the heart of creating magical memories.

This is an exciting and varied role that requires enthusiasm, strong communication skills, and a genuine passion for delivering world-class experiences.

• Deliver exceptional guest experiences, providing a seamless and memorable guest journey from booking through to departure.
• Welcome and host VIP and Birthday guests, ensuring they receive outstanding service throughout their visit.
• Act as a knowledgeable ambassador for the resort, confidently sharing information about rides, attractions, and experiences.
• Promote and sell VIP and Birthday packages, helping achieve departmental sales and financial targets.
• Respond to guest enquiries via phone and email in a professional, friendly, and timely manner.
• Maintain accurate records, logs, and departmental administration.
• Support the department in meeting and exceeding VIP and Birthday experience sales targets.
• Build strong relationships with guests through effective pre-and post-visit communication.
• Work collaboratively with teams across the resort to ensure operational excellence.
• Follow all Health & Safety policies and procedures to maintain a safe working environment.
• Carry out safety inspections on all relevant equipment and areas in line with training.
• Ensure Health & Safety documentation, training records, and due diligence paperwork are completed accurately and retained within required timescales.

Qualifications & Experience

• Previous experience in a customer service role is desired but not essential.
• Good IT skills, particularly Microsoft Office (including Teams) with the ability to learn systems and new processes quickly - where required additional training will be provided.
• The ability to work in a fast-paced environment while maintaining high standards.
• Ability to drive initiatives, motivate and coach team members, creating a positive and welcoming environment for the team you support.
• Approachable individual who is confident to talk to our Guests, find out how their day is and be able to assist plan out their day and deliver your knowledge of the resort when asked.

Benefits

• Access to Merlin benefits page with discounts on over 1000 fashion and electronic retailers, restaurants, and travel
• 25% discount in our on-site retail shops and restaurants
• 40% discount on Lego
• Merlin Magic Pass - 20 free tickets for you, your family, and friends to enjoy all our Merlin Attractions across the world
• Ongoing training and development opportunities

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.

Pay Range

GBP £13.50/Hr.