Zonal Lead

Job Description

What you'll bring to the team

Zonal Lead

Location: Thorpe Park, Staines Road, Chertsey, Surrey, KT16 8PN

Hours: Full time fully flexible, any 5 days out of 7

Contract Type: Permanent, hourly paid, £13 per hour

We are recruiting for a Zonal Lead to join our AWESOME Zonal Operations Team!

As a Zonal Lead at Thorpe Park, you will manage a team of front-line guest experience hosts, leading by example to ensure they are delivering the highest possible standards of guest interactions, along with full compliance with health and safety procedures and Merlin policies. The Zonal Lead will review and drive ride efficiency across some of our most iconic rides and attractions, such as Colossus, The Walking Dead: The Ride and Rush!

The Zonal Lead will coach the front-line hosting team to continuously seek ways to enhance our guest experience, from monitoring and actioning the cleanliness of our queue lines, dynamically risk assessing our safety protocols, working with the Zonal Managers on ride throughput efficiency and ensuring all pre- and post-opening compliance is adhered to.

You will be an escalation point for any in the moment guest feedback, so must be confident to respond to guests in a respectful and resolution focussed mindset, with the ability to de-escalate a more formal interaction when required. Using the feedback you receive from our guests while out and about on the resort you will work with the wider resort to improve the overall guest satisfaction KPIs.

Qualifications & Experience

• Experience operating rides in a theme park environment is essential
• Previous experience in a customer-facing role, preferably within a theme park or similar environment is essential
• A strong focus on teamwork, reliability, and a positive attitude is essential
• Trusted advisor, capable of guiding and supporting colleagues with a hands-on approach
• Prior leadership experience is beneficial, this role is focused on being a dependable team player who can lead by example and ensure smooth day-to-day operations
• Adaptability and flexibility: Being open to adjusting or changing priorities and taking on ad hoc responsibilities as needed, while being willing to support the business with alternative shifts or varying working hours as required

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!)
• ‘Enjoy the Ride’ Merlin Annual Pass for you and five loved ones!
• 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
• Free staff parking
• 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.