Accommodation Frontline Lead: Guest Experience & Team Coach

Merlin; Stoke-on-Trent; Presencial; GBP 16.000 - 22.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Merlin Magic Pass

40% LEGO discount

25% on-site discounts

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Operational leadership

Guest service

Team player

Frontline supervision

Conflict resolution

Descripción del empleo

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.