Zonal Operations Lead

Job Description

What you'll bring to the team

• A passion for delivering exceptional guest service and creating memorable experiences
• Proven ability to lead, coach and motivate teams in a fast-paced environment
• Confidence to lead by example and uphold high standards under pressure
• Excellent communication skills, with the ability to engage, inspire and present to groups
• Strong problem-solving and decision-making skills, with a calm and professional approach
• A proactive mindset with the ability to drive performance, sales and service improvements
• The ability to build strong working relationships across teams and departments
• High levels of personal ownership, organisation and attention to detail
• Confidence handling guest feedback and escalations, ensuring positive outcomes

Qualifications & Experience

• Experience in a supervisory or team leadership role
• Previous experience within customer-facing or visitor attraction environments (desirable)
• Understanding of Health & Safety standards within a public-facing environment (e.g. HSG175 awareness)
• Knowledge of amusement ride safety procedures (desirable but not essential)
• Strong people management experience, with a passion for training and development
• Ability to deliver engaging team briefings and training sessions
• Comfortable working towards KPIs and performance targets
• Excellent English communication skills, both written and verbal
• Team player with a positive, professional and flexible attitude
• Ability to handle challenging situations and have honest conversations where needed

Additional Considerations :

All Merlin employees are expected to adhere to all company policies and procedures as outlined in online onboarding and training curriculums. Employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Policy (HS001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.

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.