Hotel Front of House Team Leader

Merlin Entertainments Group; Windsor; On-site; GBP 40,000 - 60,000; Full time

Job description

What you'll bring to the team

Hotel Front of House Team LeaderLocation: LEGOLAND Windsor Resort, Windsor, SL4 4AY
Hours: Full time, across a 7-day rota, with shifts between 7am and 10pm on a rotational basis
Contract Type: Permanent, hourly paid

Here at the LEGOLAND Windsor Resort our 2025 season is in full swing, and we are recruiting for a Hotel Front of House Team Leader to join our AWESOME Hotel Operations Team! You will lead our team of Hotel Front of House Assistants as they greet our guests upon their arrival, assist with their check-ins, book their dining, swimming pool and Adventure Golf slots, and give them hints and tips of how to maximise their stay with us. As a motivational leader you will ensure that your team are providing the best possible standard of guest interaction whether they are on the Hotel gate checking guests’ tickets or receiving in-person guest feedback that requires immediate attention.

The role of Hotel Front of House Team Leader is a key function when it comes to coaching, developing and empowering your team to deliver and exceed guest KPI targets, and of course adhere to all health and safety policies and procedures. You will be the first point of contact for escalated guest feedback and will always maintain a calm and professional manner. As the Hotel Front of House Team Leader, you will work alongside the wider Hotel management team to recruit, train, coach and develop your front-line team, seeking new and innovative ways to celebrate success and empower your team to create moments of excellence with our guests at every opportunity.

Please note, internally this role is known as Accommodation Lead.

Qualifications & Experience

• Proven experience working in a customer facing role within a Hotel or Hospitality function
• Ideally, you’ll have worked in a team leader function before, being comfortable with leading and motivating a diverse team
• Good knowledge of Microsoft Office Suite and previous use of Opera PMS is advantageous
• Comfortable to be standing for long periods of time as our Hotel Reception areas are a free flowing, deskless space where our guests will be checking in via self-check-in screens
• Comfortable with heavy lifting as you will assist our guests with physically moving their luggage

Benefits

• Pay of £13.00 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
• Free staff parking
• Ongoing training & development

About the LEGOLAND Windsor Resort

We are looking for a Hotel Front of House Team Leader to join our AWESOME team at the UK’s favourite children’s theme park; the LEGOLAND Windsor Resort. The LEGOLAND Windsor Resort is the ultimate destination for families with children age 2-12. The Resort is home to three awesome LEGO themed Hotels and a host of rides, shows and attractions built around the iconic LEGO brick. This role is based at the Windsor theme park, located in 150 acres of beautiful parkland.

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.

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

GBP £13.00/Hr.