Commercial Sales Frontline Lead

Job Description

What you'll bring to the team

Commercial Sales Frontline Lead - Full Time Full time fully flexible, including evenings and weekends

Location: LEGOLAND® Windsor Resort, Windsor, SL4 4AY

A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.

Job Scope

Your role at LEGOLAND Windsor Resort is pivotal in delivering outstanding guest experiences through the seamless coordination and management of corporate events and exclusive VIP resort packages.

Working in close collaboration with Marketing, Food and Beverage, Resort Operations, and Planning teams, you will ensure both corporate Events and VIP experiences are executed to the highest standard. This position demands exceptional communication, organisation, and attention to detail to consistently exceed guest expectations.

As Commercial Sales Lead, you will also drive proactive sales initiatives to increase brand visibility and support revenue growth. You will report directly to the Commercial Sales Manager, playing a key role in the resort’s commercial success.

Effective communication is central to your role, underpinning every stage of the guest journey from initial enquiry through to post-visit follow-up. You will maintain a strong commercial focus in all interactions, confidently managing bookings, responding to sales enquiries, overseeing diary and calendar coordination, and liaising closely with key Resort stakeholders to ensure seamless delivery.

KEY OBJECTIVES

• Plan and execute corporate events, ensuring alignment with brand standards and objectives.
• Drive customer satisfaction supporting the department’s objective of achieving outstanding feedback scores through proactive engagement and both internal and external feedback channels.
• Achieve and exceed commercial targets, maximising revenue through the successful sale and delivery of corporate events, VIP entry and bespoke experience packages, consistently meeting financial and sales KPIs set by the business.

Key Objectives

• Act as the lead sales representative for all Corporate Events, VIP and Birthday packages, confidently promoting the full portfolio, identifying upselling opportunities, and converting enquiries into confirmed bookings.
• Maintain proactive guest communication, managing enquiries via phone and email with a consultative sales approach to build relationships and secure bookings.
• Ensure operational excellence, overseeing diary management, maintaining accurate logs, reports, and daily administrative processes to support effective departmental performance.
• Contribute to cross-functional support through the Resort’s multi-skilling programme, collaborating with wider teams to deliver a cohesive guest experience.
• Support innovation and product development, generating and implementing new ideas to enhance the VIP and corporate offering, and drive continuous departmental growth.

Qualifications & Experience

Skills and Experience

• Previous people management experience is desired but not essential.
• 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 systems training will be provided.
• A reasonable level of numeracy and literacy is required.
• Uphold required standards in a fast-paced, dynamic environment.
• Ability to work on multiple projects simultaneously and multitask as necessary.
• Interpersonal and relationship-building skills within the team and networking with other employees at the resort.
• Problem-solving and decision-making techniques.
• A full enhanced DBS check will be required for the successful candidate.

Personal Qualities

• Approachable individual who is confident to talk to our Guests, find out how their day is and be able to assist in planning out their day and deliver their knowledge of the resort when asked.
• Highly driven and motivated.
• Focused and able to complete tasks with a high level of ownership.
• Innovative and fast-moving.
• High level of personal presentation and standards.
• Able to work both in a team environment and alone
• Have in-depth resort knowledge to deliver the best possible experiences to our guests.
• Ability to drive initiatives, motivate and coach team members, creating a positive and welcoming environment for the team you support.

Health and Safety

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

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
• Free staff parking
• Ongoing training & development

Pay Range

GBP £13.00/Hr.