Hotel Front Office Team Leader

Job Description

What you'll bring to the team

Hotel Front Office Team Leader

Location: Thorpe Park, Staines Road, KT16 8PN

Contract Type: Seasonal

We are recruiting for a Hotel Front Office Team Leader to join our AWESOME Hotel Operations Team!

Join the team at the Thorpe Shark Cabins and be part of the warm, welcoming presence our guests rely on from the moment they arrive. As a Hotel Front Office Team Leader, you will help shape memorable guest experiences, oversee front‑office operations, and support a high‑performing team delivering excellence every day.

As a Hotel Front Office Team Leader, you will be the main point of contact for guests, ensuring smooth and friendly check‑in and check‑out experiences. You’ll support the daily running of the front office, including overseeing the Shark Supplies Shop, ensuring standards across the Cabins remain consistently high, and maintaining essential operational checklists. You’ll also handle guest luggage with care, ensuring items are stored correctly and delivered safely to cabins.

You will play an important part in monitoring guest satisfaction by ensuring KPI surveys are completed and by addressing any feedback or concerns in a confident, solution‑focused manner. A core aspect of your role is communication, having built excellent stakeholder relationships across the resort you will keep the right people informed of anything that may affect operations or the guest experience, ensuring rooms are prepared and allocated for the next day, and completing any required people‑management tasks for your team.

Qualifications & Experience

• Hotel front‑office experience is essential
• People‑management experience, ideally as a team or shift leader, is essential
• Friendly and approachable manner
• Exceptional customer service skills
• Enthusiasm for creating memorable experiences for guests
• Integrity when handling guest property
• Experience in handling guest feedback professionally
• Experience using Opera, Visionline, Avius, and Accesso systems (desirable)
• Ability to think quickly and handle issues effectively during Duty Manager shifts
• Commitment to following all company policies, safety procedures, and compliance expectations

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!

• Private pension scheme
• Life assurance scheme
• Employee assistance programme
• Access to Perks at Work which 30,000+ national & local employee discounts
• Ongoing training & development

About Merlin

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.

If you have any questions or if you require any reasonable adjustments, 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 £12.58/Hr.