Frontline Lead

Merlin Entertainments Group; Windsor; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading entertainment company in Windsor is seeking a Frontline Lead to supervise a team of guest-facing employees. The ideal candidate will have experience in customer service, showcasing strong leadership abilities while ensuring operational excellence and exceptional guest experiences. Responsibilities include conducting training sessions, managing key holder duties, and addressing guest concerns. This position offers benefits such as 28 days of holiday, a Merlin Magic Pass, a company bonus, and ongoing training opportunities.

Benefits

28 days holiday (including bank holidays)

Merlin Magic Pass – 20 free tickets

Discretionary company bonus

Private pension scheme

40% discount online off LEGO

25% discount in on-site retail shops

Ongoing training and development opportunities

Qualifications

• Previous experience in a customer-facing role, preferably in a theme park.
• Strong focus on teamwork and a positive attitude.
• Trusted advisor capable of guiding and supporting colleagues.

Responsibilities

• Conduct training sessions and performance reviews for staff.
• Lead and coach frontline staff to meet operational standards.
• Manage key holder duties including opening and closing the unit.

Skills

Customer service skills

Team leadership

Adaptability

Reliability

Job description

What you'll bring to the team

Frontline Lead

Location: Legoland Windsor

Zone: Zone 1

Salary: £13 per hour

The Frontline Lead is a critical position within the operations, responsible for supervising, guiding, and supporting a team of frontline guest-facing employees. The role is designed to be a trusted position with a focus on ensuring operational excellence and delivering outstanding guest experiences.

Zone 1: Zone 1 is located at the entrance of the park and primarily covers Admissions, Ride Access Pass, Accessibility and multiple Retail units.

Key Responsibilities

• Conduct regular training sessions and performance reviews to help staff grow and improve.
• Lead and coach frontline staff to meet operational standards and deliver exceptional guest service.
• Serve as the first point of escalation for guest complaints, refunds, or operational disruptions.
• Manage key holder duties, including opening and closing the unit and completing checklists.
• Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy.
• Understand risk assessments and ensure reporting of any new risks as appropriate.
• In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner.
• Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager

Zone Responsibilities

• Work on the shop floor, assisting with product sales and customer service.
• Steer team members by providing on-the-spot guidance and feedback to improve performance.
• Help maintain a clean, organized retail environment and resolve any customer concerns promptly.
• Ensure guest queries are handled efficiently and team members are providing toptier service.
• Monitor guest satisfaction and address areas for improvement.

Qualifications & Experience

• Previous experience in a customer-facing role, preferably within a theme park or similar environment.
• A strong focus on teamwork, reliability, and a positive attitude is essential.
• The Frontline Lead should be a 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.
• Demonstrate 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

• 28 days holiday (including bank holidays) with ability to buy more
• Merlin Magic Pass – 20 free tickets for you, your family and friends to enjoy all our Merlin Attractions across the world rising to 40 after a year's service
• Discretionary Company bonus
• Private pension scheme
• 40% discount online off LEGO
• 25% discount in our on‑site retail shops and restaurants
• Ongoing training and development opportunities
• Plus, many more…

Pay Range

GBP £13.00/Hr.