Zonal Frontline Ops Lead – Rides & Guest Experience

Merlin; Greater London; On-site; GBP 15,000 - 22,000; Full time

Benefits offered by this job

LEGO discount

Merlin Magic Pass

Staff discount

Pension scheme

Life assurance

Employee assistance

Perks at Work

Training & development

Holiday allowance

Job summary

Merlin is seeking a Frontline Lead at Chessington World of Adventures to supervise and coach a team of frontline staff across rides, retail, and guest services. You will ensure safety, cleanliness and high service standards while addressing guest concerns and supporting the Zonal Manager for park-wide performance.

The role requires leadership in a hands-on environment, adaptability to varying shifts, and a focus on delivering exceptional guest experiences.

Qualifications

• Customer-facing experience in a theme park or similar environment.
• Strong teamwork, reliability and positive attitude.
• Willingness to adapt to shifting work hours and ad hoc duties.

Responsibilities

• Train and review staff performance to foster growth.
• Lead frontline staff to meet operational standards and guest service.
• Monitor cleanliness, presentation and safety across rides, shops and areas.
• Ensure efficient daily operations from rides to guest services.
• Act as first escalation point for guest concerns and refunds.
• Manage key holder duties including opening/closing and checklists.
• Maintain high guest engagement and service standards.
• Address guest feedback and seek continuous improvement.

Skills

Customer service

Team leadership

Safety awareness

Job description

Merlin is seeking a Frontline Lead at Chessington World of Adventures to supervise and coach a team of frontline staff across rides, retail, and guest services. You will ensure safety, cleanliness and high service standards while addressing guest concerns and supporting the Zonal Manager for park-wide performance.

The role requires leadership in a hands-on environment, adaptability to varying shifts, and a focus on delivering exceptional guest experiences.