Accommodation Supervisor

LEGOLAND; Windsor; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading family entertainment resort in Windsor seeks an Accommodation Supervisor to join their Hotel Operations Team. This role involves overseeing day-to-day hotel operations, resolving guest complaints, and improving guest satisfaction metrics. Candidates should have previous experience in hotel administration and strong communication skills across various channels. Benefits include discounts on LEGO products, employee assistance programs, and ongoing training opportunities.

Benefits

40% discount off LEGO products

20 free tickets for Merlin Attractions

25% discount in Merlin shops

Private pension scheme

Life assurance scheme

Employee assistance programme

Free staff parking

Ongoing training & development

Qualifications

• Previous experience working in a hotel function, ideally administration.
• Professional communication across phone, email, and digital systems.
• Experience with data metrics and reporting.

Responsibilities

• Support day-to-day operation of accommodations.
• Respond to department queries and resolve guest complaints.
• Communicate actions via various channels to improve guest satisfaction.

Skills

Hotel operations

Communication skills

Data metrics and reporting

Guest service orientation

Health & safety compliance

Leadership

Job description

Here at the LEGOLAND® Windsor Resort we are entering our Festive Season, and we are recruiting for an Accommodation Supervisor to join our AWESOME Hotel Operations Team!

The Accommodation Supervisor will support the day-to‑day operation of our two Brick‑tastic hotels and our beautiful LEGOLAND® Woodland Village lodges and barrels. Working as a central point of contact for the Accommodations team, the Accommodations Supervisor will respond to department queries, monitor in-house digital systems for guest and staff requests, resolve on the spot guest complaints, handle reservation queries and support with employee relations issues, with the overall goal of delivering first class guest experience to every family that chooses LEGOLAND Windsor for their short break.

You will identify, prioritise and communicate actions via the relevant communication channels (radio, phone, email, digital systems), maintaining accurate records to identify trends and areas for improvement. As an integral part of the accommodations team, you will seek to consistently improve our guest satisfaction and ensure the smooth operation of all overnight accommodations.

Qualifications & Experience

• Previous experience working in a hotel function, ideally front desk / reception administration or back of house / administration is essential
• Clear and professional communication across phone, email, and digital systems
• Previous experience with data metrics, reporting, tracking and presentation of collected data
• Passionate about exceeding guest expectations, with a focus on improving guest KPI metrics
• Familiar with risk assessments, health & safety compliance and accident / incident reporting
• The ability to embrace our Merlin values -Own Your Craft, Go Together, Enjoy the Ride, Drive & Discover, and We Care -and empower the team around you to bring joy, create connections and make lasting memories for our guests, leading by example to guide the behaviours that set us apart as an employer, a community and a first choice destination for families.

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
• Free staff parking
• Ongoing training & development