Frontline Team Lead — Guest Experience

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

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.