Zonal Operations Front Line Lead

Merlin Entertainments Group; Sandford Hill; On-site; GBP 60,000 - 80,000; Full time

Job summary

An entertainment company in Sandford Hill seeks a Zonal Frontline Lead to manage a team responsible for guest service at Alton Towers Resort. The role involves supervising daily operations, ensuring safety standards, and coaching staff to deliver exceptional experiences. Candidates should have experience in customer-facing roles and strong leadership abilities. Benefits include annual passes, vacation days, and various discounts, making this an exciting opportunity for those passionate about guest service and teamwork.

Benefits

Merlin Annual Pass

Merlin Magic Pass

28 days holiday

Private pension scheme

40% discount online off LEGO

25% discount on-site

Ongoing training and development opportunities

Qualifications

• Experience in a customer-facing role, ideally in a theme park, hospitality, or retail environment.
• Strong teamwork, reliability, and a positive attitude.
• Hands-on approach with the ability to lead by example.

Responsibilities

• Lead, coach, and support frontline colleagues to deliver exceptional guest service.
• Conduct training sessions and performance reviews.
• Monitor cleanliness and safety across rides and shops.
• Manage daily operations including ride management, retail, and guest services.
• Handle guest escalations and operational disruptions.
• Perform Zonal Duty Manager responsibilities when required.

Skills

Customer service

Teamwork

Leadership

Adaptability

Job description

What you'll bring to the team

Job Title: Zonal Frontline Lead

Location: Alton Towers Resort

Reports to: Zonal Manager

Contract: Permanent

About the Role

We're looking for a hands‑on, energetic Zonal Frontline Lead to supervise and support a team of frontline, guest‑facing colleagues at Alton Towers Resort. You'll ensure operational excellence, safety, and outstanding guest experiences across rides, retail outlets, car parks, turnstiles, and accommodations. Acting as the first point of escalation for operational or guest‑related issues, you'll work closely with the Zonal Manager to maintain high standards and deliver a seamless guest journey.

Key Responsibilities

• Lead, coach, and support frontline colleagues to deliver exceptional guest service and operational standards.
• Conduct training sessions and performance reviews to develop team members.
• Monitor cleanliness, presentation, and safety across rides, shops, and other areas.
• Manage daily operations, including ride management, retail, car parks, turnstiles, and guest services.
• Handle guest escalations, refunds, and operational disruptions efficiently.
• Complete key holder duties, including opening and closing units and performing checklists.
• Perform Zonal Duty Manager responsibilities when required.
• Support operational spot checks to ensure service, efficiency, and safety standards.

Unit-Specific Responsibilities

• Park Operations / Rides: Operate rides alongside the team, provide real-time coaching, and ensure safety protocols are followed.
• Retail: Assist on the shop floor, coach staff, maintain a clean and organized environment, and resolve customer concerns.
• Car Parks / Turnstiles: Support safe and efficient guest arrivals and departures.
• Accommodation: Assist with check-in/out, maintain cleanliness standards, and guide colleagues to deliver high service levels.
• Guest Excellence & Brand Partners: Ensure top-tier guest service, monitor satisfaction, and uphold operational standards in partnership with brand partners.

Qualifications & Experience

Experience in a customer-facing role, ideally in a theme park, hospitality, or retail environment.

Strong teamwork, reliability, and a positive attitude.

Hands‑on approach with the ability to lead by example.

Adaptable and flexible with priorities, including alternative shifts or ad hoc responsibilities.

Benefits

• ‘Enjoy the Ride’ Merlin Annual Passes – 6 in total per year, 1 for you, plus 5 to gift to loved ones!
• Merlin Magic Pass – 20 free tickets for you, your family and friends to enjoy all our Merlin Attractions across the world rising to 40 after a year's service
• 28 days holiday (including bank holidays)
• Private pension scheme
• 40% discount online off LEGO
• 25% discount in our on-site retail shops and restaurants
• Ongoing training and development opportunities
• Plus, many more…

Pay Range

Compensation between GBP £13.20/Hr. – GBP £13.20/Hr.