Accommodation Front Line Lead

Merlin; Stoke-on-Trent; On-site; GBP 16,000 - 22,000; Full time

Benefits offered by this job

Merlin Magic Pass

40% LEGO discount

25% on-site discounts

Job summary

Merlin is seeking an Accommodation Frontline Lead to oversee the day-to-day operation of our accommodation offering at Alton Towers Resort. You will supervise guest-facing teams, coach staff, and ensure high standards of cleanliness and service.

In this frontline role, you’ll resolve guest queries, support multiple departments, and participate in training and development while maintaining a proactive, guest-centric approach.

Qualifications

• Must be 18 years or older.
• Operational experience in hospitality (theme park/hotel/leisure) is essential.
• Strong team player with positive and proactive attitude.
• Confident in guiding and supporting colleagues with a hands-on leadership approach.
• Calmly handle guest concerns and operational challenges.

Responsibilities

• Lead and support frontline colleagues across departments to deliver outstanding service.
• Conduct training and performance check-ins to support development.
• Monitor cleanliness, presentation and safety across accommodation areas.
• Ensure daily tasks are completed efficiently and to standard.
• First point of escalation for guest complaints and disruptions.
• Carry out key holder duties (opening/closing, checklists).
• Maintain high levels of guest engagement and service standards.
• Respond to feedback and identify opportunities to improve delivery.
• Support Housekeeping, Front of House and Retail while driving commercial excellence.
• Be flexible to meet business needs including shift patterns.

Skills

Operational leadership

Guest service

Team player

Frontline supervision

Conflict resolution

Job description

What you'll bring to the team

Accommodation Frontline Lead Location: Alton Towers Resort Are you an experienced hospitality professional with a passion for guest experience and customer service? Alton Towers Resort is looking for an enthusiastic and dependable Accommodation Frontline Lead to support our accommodation teams in delivering exceptional service, high operational standards, and memorable guest experiences. In this key frontline role, you will supervise, guide, and support colleagues across multiple departments, helping to ensure the smooth day-to-day operation of our accommodation offering.

Key Responsibilities

• Lead, coach, and support frontline colleagues across multiple departments to deliver outstanding 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.
• Support the wider Housekeeping, Front of house and Retail departments whilst driving commercial excellence.
• 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 the commercial units within accommodation.
• Guide colleagues in maintaining cleanliness and ensuring rooms meet resort standards.
• Be able to take on People Management duties across the accommodation site, including; performance management, managing absence, training and coaching.
• Provide support, coaching, and corrective action where required to maintain service excellence.

Qualifications & Experience

• Due to the nature of this role we can only accept applications from candidates 18 and over
• Previous experience in an operational 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

Benefits

• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world
• 40% discount online off LEGO
• 25% discount in our on-site retail shops and restaurants
• Access to Merlin benefits page with discounts on over 1000 fashion and electronic retailers, restaurants and travel
• Ongoing training and development opportunities
• Plus, many more...

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at [e-mail] and one of the team will get back to you as soon as possible.

Pay Range

From GBP £13.70/Hr.