Accommodation Front Line Lead

Job Description

What you'll bring to the team

Accommodation Frontline Lead

Location: Alton Towers Resort

Division: Global Operations

Reporting to: Accommodation Supervisor

The Role

We are looking for an enthusiastic and dependable Accommodation Frontline Lead to join our team at Alton Towers Resort. This is a key frontline leadership role, responsible for supervising, guiding, and supporting guest-facing colleagues to deliver exceptional service and operational excellence across our accommodation offering.

As a trusted point of contact during daytime operations, you will lead by example—ensuring the highest standards of cleanliness, safety, and guest experience are consistently met. You will act as the first point of escalation for operational issues, colleague support, and guest concerns, working closely with the wider Accommodation Management team to keep everything running smoothly.

This role is ideal for someone who thrives in a fast-paced, guest-focused environment and enjoys supporting and developing others while maintaining a strong team spirit.

Key Responsibilities

• Lead, coach, and support frontline colleagues to deliver outstanding guest service
• Conduct regular training sessions and performance check-ins to support colleague development
• Monitor cleanliness, presentation, and safety standards across all accommodation areas
• Ensure all daily operational tasks are completed efficiently and to standard
• Act as the first point of escalation for guest complaints, refunds, and operational disruptions
• Carry out key holder duties, including opening and closing areas and completing required checklists
• Maintain high levels of guest engagement and consistently deliver service standards
• Respond to guest feedback and proactively identify opportunities to improve service delivery
• Remain flexible and adaptable to meet the needs of the business, including shift patterns

Accommodation-Specific Responsibilities

• Support check-in and check-out processes and resolve accommodation-related guest queries
• Oversee the day-to-day running of commercial units within accommodation
• Guide colleagues in maintaining cleanliness and ensuring rooms meet resort standards
• Assist with accommodation linen processes
• Provide support, coaching, and corrective action where required to maintain service excellence

Qualifications & Experience

About You

• Previous experience in a customer-facing role is essential (experience within a theme park, hotel, or leisure environment is desirable)
• A strong team player with a positive, reliable, and proactive attitude
• Confident supporting and guiding colleagues with a hands-on leadership approach
• Comfortable handling guest concerns and operational challenges calmly and professionally
• Previous leadership or supervisory experience is beneficial but not essential

Why Join Us?

At Alton Towers Resort, you’ll be part of a world-class entertainment business where no two days are the same. You’ll have the opportunity to develop your leadership skills, make a real impact on guest experiences, and be part of a supportive, fun, and passionate team.

If you’re ready to take the next step in your career and help create unforgettable stays for our guests, we’d love to hear from you.

Benefits

Benefits

• A competitive hourly rate
• 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

Pay Range

Compensation between GBP £13.20/Hr.-GBP £13.20/Hr.