Zonal Operations Lead

Merlin; Greater London; On-site; GBP 17,000 - 22,000; Full time

Benefits offered by this job

Merlin Annual Passes

Merlin Magic Pass

Company bonus

Private pension

LEGO discount

Retail/Restaurant discount

Training & development

Job summary

Merlin is hiring a Zonal Operations Lead for Chessington World of Adventures. Located in Chessington, you will lead a zone, coach frontline teams, and drive guest satisfaction through real-time operational excellence.

You’ll oversee guest interactions, staffing efficiency, and safety protocols to deliver memorable experiences. The role emphasizes leadership, training, and continuous improvement across zones within the resort.

Qualifications

• Previous experience in a guest-facing role within a theme park setting is essential.
• Ideally you will have previously led a team within a shift lead capacity.
• Passionate about guest satisfaction and understanding of guest KPI metrics.
• Understanding of Health and Safety legislation in relation to theme park operation is advantageous.
• Clear and confident communicator in face-to-face interactions with guests and staff.
• Motivational leader who inspires teams to deliver exceptional service.

Responsibilities

• Oversee your assigned zone and act as the first point of escalation.
• Provide real-time coaching to frontline teams to maintain high standards.
• Collaborate with frontline teams to improve staffing, resources and training within the zone.
• Monitor guest interactions, respond to feedback and seek opportunities to enhance the guest experience.
• Ensure zone readiness, safety, cleanliness and adherence to Merlin Health and Safety protocols.

Skills

Guest engagement

Leadership

Communication

Training coaching

Team motivation

Job description

What you'll bring to the team

Zonal Operations Lead

Location: Chessington World of Adventures, Leatherhead Road, KT9 2NE

Contract Type: Permanent, Hourly paid

Hours: Full time fully flexible (any 5 days out of 7, including weekends and bank holidays)

We are recruiting for a new Zonal Lead to join our brilliant Operations Team!

Our Operations Team look after different areas of our beautiful resort (known as “Zones”), and as a Zonal Lead you will act as the first point of escalation within your assigned zone. Overseeing everything from guest interactions and in the moment feedback, colleague queries and coaching conversations, to ride availability and efficiency and commercial opportunities.

You will work closely with our frontline teams, providing real‑time coaching to ensure they remain polite, knowledgeable, and consistently uphold the high standards of appearance and behaviour that our guests are expecting throughout their visit to Chessington World of Adventures. Alongside the Zonal Operations Manager, you will consistently seek new ways to improve staffing, resources, and training needs within your zone to continuously enhance your KPIs and drive guest satisfaction.

You will maintain expert knowledge of your zone, enabling you to answer queries confidently, support staff effectively, and uphold the highest levels of presentation and operational readiness. A key part of the role includes delivering ongoing training and driving continuous improvement to ensure teams are performing at their best. You will also be responsible for monitoring the cleanliness and safety of our rides and attractions, retail units, car parks, admissions (ticketed entrances) and guest service areas in accordance with Merlin Health and Safety protocols. Health and Safety is a primary focus of all operational roles, and the Zonal Lead will take a proactive approach toward Health and Safety training, compliance, dynamic risk assessments and incident reporting in line with H&S legislation requirements.

A strong focus on guest engagement is essential in this role, and you will regularly seek guest interactions, respond to guest feedback, and identify opportunities to elevate the guest experience in direct response to your time out on the resort with your team. We want each and every guest to have a memorable experience throughout their trip to Chessington World of Adventures, and as a Zonal Lead you have every opportunity to create magical moments that our guests will cherish with their families.

Qualifications & Experience

• Previous Experience in a guest‑facing role within a theme park setting is essential
• Ideally you will have previously led a team within a team or shift lead capacity
• Passionate about guest satisfaction and an understanding of guest KPI metrics
• An understanding of Health and Safety legislation in relation to theme park operation is advantageous
• A clear and confident communicator in face to face interactions with guests, front line team members and operational managers from around the wider resort
• You will be a motivational leader, with a keen interest in inspiring your team, leading by example to deliver exceptional service to our guests

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 of our Merlin Attractions across the world rising to 40 after a year’s service
• Company bonus
• 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

GBP £13.50/Hr.