Zonal Operations Team Leader

Merlin Entertainments; Chertsey; On-site; GBP 15,343 - 21,852; Full time

Benefits offered by this job

Monthly Bonus based on guest satisfaction

25% discount in retail shops and restaurants

40% off LEGO online

Merlin Magic Pass for free attraction tickets

Discounted rates at Merlin hotels

Up to 55% off cinema tickets

Job summary

Merlin Entertainments in Chertsey seeks a dynamic leader to enhance guest experiences in a vibrant environment. The role involves delivering exceptional service, coaching teams, and ensuring safety standards. Candidates should have a supervisory background in customer-facing roles and strong communication skills.

Benefits include a monthly bonus, discounts on retail, and the Merlin Magic Pass for free attraction access for you and your family. Competitive pay starts at £13.50 per hour.

Qualifications

• Experience in a supervisory or team leadership role.
• Previous experience within customer-facing or visitor attraction environments (desirable).
• Excellent English communication skills, both written and verbal.

Responsibilities

• Deliver exceptional guest service and create memorable experiences.
• Lead, coach and motivate teams in a fast-paced environment.
• Handle guest feedback and escalations ensuring positive outcomes.

Skills

Guest service

Team leadership

Communication skills

Problem-solving

Performance improvement

Organizational skills

Job description

Responsibilities

• A passion for delivering exceptional guest service and creating memorable experiences
• Proven ability to lead, coach and motivate teams in a fast-paced environment
• Confidence to lead by example and uphold high standards under pressure
• Excellent communication skills, with the ability to engage, inspire and present to groups
• Strong problem-solving and decision-making skills, with a calm and professional approach
• A proactive mindset with the ability to drive performance, sales and service improvements
• The ability to build strong working relationships across teams and departments
• High levels of personal ownership, organisation and attention to detail
• Confidence handling guest feedback and escalations, ensuring positive outcomes

Qualifications & Experience

• Experience in a supervisory or team leadership role
• Previous experience within customer-facing or visitor attraction environments (desirable)
• Understanding of Health & Safety standards within a public-facing environment (e.g. HSG175 awareness)
• Knowledge of amusement ride safety procedures (desirable but not essential)
• Strong people management experience, with a passion for training and development
• Ability to deliver engaging team briefings and training sessions
• Comfortable working towards KPIs and performance targets
• Excellent English communication skills, both written and verbal
• Team player with a positive, professional and flexible attitude
• Ability to handle challenging situations and have honest conversations where needed

Additional Considerations

All Merlin employees are expected to adhere to all company policies and procedures as outlined in online onboarding and training curriculums. Employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Policy (HS001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.

Benefits

• Monthly Bonus based on guest satisfaction
• 25% discount in our retail shops and restaurants and 40% off LEGO online
• Merlin Magic Pass – giving you free tickets to all our attractions worldwide for you, your family, and friends every year
• Discounted rates at Merlin hotels all over the world
• Employee pricing up to 55% off cinema tickets

Pay Range: GBP £13.50/Hr.