Fright Nights Hotel Front Office Lead

Merlin; Chertsey; On-site; GBP 18,000 - 21,000; Full time

Benefits offered by this job

40% discount off LEGO® sets andamp; on

Merlin Magic Pass: 20 free tickets for

25% discount in Merlin retail shops &餐

Staff discount codes for Merlin Annual

Pro rata holiday allowance based on 28

Private pension scheme

Life assurance scheme

Employee assistance programme

Perks at Work discounts

Ongoing training & development

Job summary

Merlin invites applications for a Hotel Front Office Lead at Thorpe Park, Chertsey. This seasonal, full- or variable-hours role places you at the heart of the guest experience in the Thorpe Shark Cabins. You’ll lead the front desk, handle guest inquiries, and coordinate daily operations to deliver memorable stays.

The position requires 18+, frontline hotel front office experience, and comfort with duty-manager responsibilities. Benefits include staff discounts and Merlin Pass access.

Qualifications

• Experience in hotel front office management and guest service.
• Experience managing teams and handling guest issues.
• Proficiency with Opera, Visionline, Avius and Accesso.

Responsibilities

• Maintain high standards across the department and meet key accountabilities.
• Complete required people management tasks for direct reports.
• Cover the Department Duty Manager position.
• Complete Health & Safety checks and ensure policy compliance.
• Maintain daily and weekly checklists and tasks.
• Prepare cabins and check guests in/out with correct stay information.
• Stock the Cabin Shop and manage guest luggage.
• Ensure KPI surveys are completed for guests checking out.

Skills

Hotel front office experience

Team management

Guest issue handling

Customer service

Education

Tools

Opera

Visionline

Avius

Accesso

Job description

What you'll bring to the team

Fright Nights - Hotel Front Office Lead

Location: Thorpe Park, Chertsey, KT16 8PN

Hours: Full Time, Variable.

Contract Type: Seasonal

Located just seconds away from our epic rides and coasters, our Thorpe Shark Cabins let our guests wake up right in the heart of the action, ready to take on the UK’s most exhilarating rides! We are recruiting for a Hotel Front Office Lead to join our team in helping our guests extend their thrills into a theme park holiday to remember!

Our unique Thorpe Shark Cabins offer a fun and quirky place to rest after a day packed with adventure, right in the heart of the action! As Hotel Front Office Team Leader you will be the face of the Thorpe Shark Cabins, providing excellent customer service and memorable experiences as our guests recharge after their thrilling day out!

What you’ll be doing...

In this role, reporting to the Hotel Operations Assistant Manager, you will be responsible for ensuring that standards are kept to a high level throughout and meeting all key accountabilities of the role.

• Dealing effectively with guest feedback or any issues that may occur, communicating with all Hotel Stakeholders regarding anything that could affect the guest experience or operation.
• Completing required people management tasks for your direct reports.
• Covering the Department Duty Manager position.
• Responsibility for the completion of Health & Safety checks and compliance with policies, helping to mitigate any safety and operational risks.
• Ensuring high standards are maintained by completing daily and weekly checklists and tasks.
• Cleaning all guest areas overnight to ensure they are ready for the next day.
• Checking guests in and out of the Cabins, providing them with all the correct information about their stay at Thorpe Shark Cabins.
• Stocking the Cabin Shop.
• Correctly storing luggage and taking it to the Cabins, showing integrity and responsibility when handling guest property, following procedure at all times.
• Ensuring KPI surveys are filled out by all guests checking out of the Cabins.

Qualifications & Experience

• Due to nature of the role and working hours, applicants must be 18 years old or over.
• We're looking for applicants with Hotel Front Office Experience, along with experience of managing teams and handling guest issues.
• Experience using Opera, Visionline, Avius and Accesso.
• Successful applicants will be enthusiastic about creating memorable experiences for our guests - being friendly, approachable and able to deliver exceptional customer service.
• We're looking for applicants able to demonstrate skills in quick thinking, as you'll need to deal with any issues that may occur whilst covering the Department Duty Manager.

Benefits

• Pay of £13.50 per hour.

• 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!

• Pro rata holiday allowance based on 28 days full time equivalent

• 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.

At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters! Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.

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 [e-mail] and one of the team will get back to you as soon as possible.

Pay Range

From GBP £13.50/Hr.