Frontline Lead

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

Benefits offered by this job

Merlin benefits discounts

25% discount on on-site shops/restau­r

40% discount on Lego

Merlin Magic Pass - 20 free tickets

Ongoing training and development

Job summary

LEGOLAND® Windsor Resort in Windsor is seeking a Frontline Lead to supervise guest-facing teams across Admissions, Car Park, Retail, Fastrack, Adventure Golf and Guest Services. The role emphasizes operational excellence, guest experiences, and leadership by example.

You will report to the Zonal Manager, have flexible availability, and help ensure safety, cleanliness and presentation while opening/closing and handling escalations.

Qualifications

• Previous experience in a customer-facing role, preferably within a theme park or similar environment.
• Must be 18 years or over.
• Prior leadership experience is beneficial; role focuses on leading by example and smooth day-to-day operations.
• Demonstrate adaptability and flexibility: Open to adjusting or changing priorities.
• Will need flexible availability.

Responsibilities

• Lead, coach, and develop frontline staff through training and performance reviews.
• Ensure high standards of guest service, safety, cleanliness, and presentation across all areas.
• Oversee daily operations, including rides, retail, and guest services.
• Act as the first escalation point for guest complaints, refunds, and operational issues.
• Carry out key holder responsibilities, including opening, closing, and completing operational checks.
• Drive guest engagement, respond to feedback, and continuously improve service standards.

Skills

Customer facing

Leadership

Flexibility

18+

Availability

Job description

What you'll bring to the team

Frontline Lead - Full Time. Flexible Availability.

Reports to - Zonal Manager.

Location: LEGOLAND® Windsor Resort, Windsor, SL4 4AY.

Here at the LEGOLAND® Windsor Resort we are busy preparing for our 2026 season, and we are recruiting for Frontline leads to join our AWESOME team.

The Frontline Lead is a key operational role responsible for leading, supporting, and coaching frontline guest-facing teams. Focused on operational excellence and exceptional guest experiences, they oversee Admissions, Car Park, Retail, Fastrack, Adventure Golf, and Guest Services, ensuring these areas operate safely, efficiently, and deliver an outstanding experience for every guest. Acting as the first point of escalation for operational, colleague, and guest concerns, the Frontline Lead works closely with the Zonal Manager to maintain high performance standards across the unit.

Key responsibilities

• Lead, coach, and develop frontline staff through training and performance reviews.
• Ensure high standards of guest service, safety, cleanliness, and presentation across all areas.
• Oversee daily operations, including rides, retail, and guest services.
• Act as the first escalation point for guest complaints, refunds, and operational issues.
• Carry out key holder responsibilities, including opening, closing, and completing operational checks.
• Drive guest engagement, respond to feedback, and continuously improve service standards.

Qualifications & Experience

• Previous experience in a customer-facing role, preferably within a theme park or similar environment.
• Must be 18 years or over.
• 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: Open to adjusting or changing priorities.
• Will need flexible availability.

Benefits

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

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

GBP £13.50/Hr.