Zonal Operations Lead — Guest Experience & Safety

Chessington World of Adventures Resort; Ewell; On-site; GBP 37,195,000 - 39,950,000; Full time

Benefits offered by this job

Merlin Annual Passes

Merlin Magic Pass

Company bonus

Pension scheme

LEGO discount

On-site discounts

Training and development

Job summary

Chessington World of Adventures Resort is seeking a Zonal Operations Lead to manage one zone within our busy resort. You will coach frontline teams, resolve guest queries, monitor ride availability and drive KPI performance to deliver outstanding guest experiences.

You will work with the Zonal Operations Manager to optimise staffing, training, safety, and presentation, ensuring high standards of service and health and safety compliance across rides, retail, car parks and admissions.

Qualifications

• Experience in a guest-facing role within a theme park is essential.
• Experience leading a team or shift supervisor role is preferred.
• Understanding of guest KPI metrics and guest satisfaction drivers.
• Knowledge of health and safety regulations in theme park operations is advantageous.
• Clear, confident communication with guests, frontline staff and managers.
• Motivational leadership with ability to inspire teams to deliver exceptional service.

Responsibilities

• Oversee operations within your assigned zone and act as first point of escalation.
• Coach frontline teams in real time to ensure politeness, knowledge and high appearance standards.
• Identify staffing, resources and training needs to improve KPIs and guest satisfaction.
• Deliver ongoing training and drive continuous improvement across zones.
• Monitor safety, cleanliness and operational readiness of rides, retail, car parks and admissions.

Skills

Guest service

Team leadership

Communication

Coaching

Job description

Chessington World of Adventures Resort is seeking a Zonal Operations Lead to manage one zone within our busy resort. You will coach frontline teams, resolve guest queries, monitor ride availability and drive KPI performance to deliver outstanding guest experiences.

You will work with the Zonal Operations Manager to optimise staffing, training, safety, and presentation, ensuring high standards of service and health and safety compliance across rides, retail, car parks and admissions.