Hotel Night Team Leader

Job Description

What you'll bring to the team

Hotel Night Team Leader

Location: Thorpe Park, Staines Road, KT16 8PN

Contract Type: Seasonal

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

As a Hotel Night Team Leader, you’ll be the welcoming face of the Thorpe Shark Cabins, ensuring every guest is checked in and out smoothly while delivering exceptional service throughout their stay. You’ll lead the night operation, supporting Night Porters and ensuring that every guest interaction reflects the high standards expected within the hotel.

A key part of your role involves maintaining the overall presentation and readiness of the Cabins. You’ll oversee overnight cleaning of guest areas, ensure supplies and stock in the Shark Supplies Shop are replenished, and manage luggage handling so guests’ belongings are stored and delivered correctly and safely. You will also ensure all rooms are allocated and prepared for the next day’s arrivals.

You will play an important role in capturing guest feedback by ensuring KPI surveys are completed on departure, and you’ll address any concerns or issues with confidence, integrity, and professionalism. Clear communication with all hotel stakeholders is essential, particularly when anything may impact the guest experience or the smooth running of operations.

Alongside operational duties, you’ll handle required reporting, ensuring information is completed accurately and shared with the right departments. You’ll also carry out people‑management tasks for your direct reports, supporting their development and ensuring they are able to deliver consistently high service standards.

Qualifications & Experience

• Proven experience in hotel front‑office operations, ideally as a team or shift leader
• Friendly, approachable, and passionate about delivering memorable guest experiences
• Confident in providing exceptional customer service
• Experienced in people leadership or team supervision
• Able to handle guest feedback professionally and constructively
• Capable of thinking quickly and managing unexpected issues during department Duty Manager shifts
• Familiar with Opera, Visionline, Avius, and Accesso systems (desirable)
• Trustworthy and attentive when handling guest property
• Due to the rostered hours for this role we can only accept applications from those candidates over the age of 18

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 £13.00/Hr.