Guest Experience Lead, Accommodation & Front Desk

Merlin Entertainments; Windsor; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

LEGO discounts

Merlin Magic Pass

Staff discounts

Merlin Annual Pass

Pension scheme

Life assurance

Employee assistance programme

Perks at Work

Free staff parking

Training & development

Job summary

LEGOLAND Windsor Resort is seeking an Accommodation Manager to take ownership of day-to-day operations across the accommodation function, ensuring guest stays are seamless and high quality. You will lead Front of House, Reception and Leisure, working with wider resort teams to resolve challenges and drive performance.

You will coach, develop and inspire a diverse team to deliver their best, monitor guest satisfaction, and respond proactively to feedback, always striving to exceed expectations

Qualifications

• Proven experience in accommodation, hotel, or resort operations, including housekeeping and/or front office.
• Strong leadership capability with a track record of developing and motivating high-performing teams.
• Guest-focused mindset with a passion for delivering exceptional experiences.
• Excellent communication skills, both verbal and written, with the ability to engage stakeholders at all levels.
• Strong operational and organisational skills, with attention to detail and a commitment to high standards.
• Ability to analyse data and performance metrics to drive improvements and informed decision-making.
• Experience managing compliance, health & safety procedures, and risk assessments.
• Adaptable and flexible approach to working hours and operational demands.
• Continuous improvement mindset with the ability to identify opportunities and implement change.
• Positive, collaborative attitude aligned with values such as teamwork, accountability, and innovation.

Responsibilities

• Own day-to-day operations across the accommodation function, ensuring guest stays are seamless and high quality.
• Lead Front of House, Reception and Leisure; collaborate with wider resort teams to resolve challenges and drive performance.
• Coach, develop and inspire team members to deliver their best.
• Monitor guest satisfaction and respond proactively to feedback, aiming to exceed expectations.
• Undertake the Hotel Duty Manager role on a rotational basis and be the first point of contact for guests and staff.
• Ensure health, safety and security standards and risk management across the operation.

Skills

Leadership

Guest-focused

Communication

Organisational

Analytical

Adaptability

Teamwork

Job description

LEGOLAND Windsor Resort is seeking an Accommodation Manager to take ownership of day-to-day operations across the accommodation function, ensuring guest stays are seamless and high quality. You will lead Front of House, Reception and Leisure, working with wider resort teams to resolve challenges and drive performance.

You will coach, develop and inspire a diverse team to deliver their best, monitor guest satisfaction, and respond proactively to feedback, always striving to exceed expectations