Hotel Lead

Job Description

What you'll bring to the team

• A friendly, confident, and professional approach, acting as the face of Thorpe Shark Cabins
• A passion for delivering outstanding guest experiences and ensuring smooth front office operations
• Strong leadership skills, supporting and managing Front Office Hosts to maintain high performance
• Excellent communication skills, with the ability to engage effectively with guests and hotel stakeholders
• The ability to handle guest feedback, complaints, and more complex issues with confidence and professionalism
• A proactive mindset to maintain and elevate standards across all guest areas
• Strong organisational skills, ensuring checklists, KPIs, and operational processes are consistently met
• A high level of integrity and responsibility when handling guest property and sensitive situations
• The ability to think quickly and resolve issues during duty manager shifts
• Flexibility to support operational needs, including evenings, weekends, and peak periods

Qualifications & Experience

• Previous experience in a hotel front office or hospitality role
• Proven experience in people management or team leadership
• Strong background in delivering exceptional customer service
• Experience handling guest complaints and resolving issues effectively
• Familiarity with hotel systems such as Opera, Visionline, Avius, and Accesso (preferred)
• Good communication and organisational skills
• Ability to work in a fast-paced environment and prioritise tasks effectively
• Commitment to following company policies, procedures, and health & safety standards
• Willingness to complete all required onboarding and training

Benefits

Alongside the opportunity to perform to thousands of international guests in your residency, you’ll also receive:

• Monthly Bonus based on guest satisfaction
• 25% discount in our retail shops and restaurants and 40% off LEGO online
• Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
• Discounted rates at Merlin hotels all over the world
• Employee pricing up to 55% off cinema tickets

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.