Zonal Operations Lead: Theme Park Guest Experience

Merlin-Entertainments; Windsor; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

40% LEGO store discount

Merlin Magic Pass: 20 free tickets

25% Merlin retail/restaurant discount

Staff discount Merlin Annual Passes

Pro rata holiday allowance

Private pension scheme

Life assurance

Employee assistance programme

Perks at Work discounts

Free staff parking

Training & development

Job summary

LEGOLAND Windsor Resort is recruiting a Zonal Operations Manager to lead day-to-day operations within a defined zone, ensuring guest safety, high standards and smooth delivery of admissions, attractions and services. You will coach a zonal team, drive engagement and monitor KPI scores to exceed guest expectations.

Based at Windsor, this role involves 37.5 hours across a 7-day rota, including weekends and bank holidays, with a strong focus on safety compliance and delivering memorable experiences

Qualifications

• Experience working in a theme park setting, with responsibility for a team and delivering guest service.
• Ability to manage a zonal team, drive guest satisfaction and coach staff under pressure.
• Strong communication skills and collaboration with diverse stakeholders to maintain high standards.
• Awareness of health and safety compliance including COSHH and risk assessments.

Responsibilities

• Oversee day-to-day operations of a defined zone to ensure guest safety and high standards.
• Lead admissions, Fastrack, guest services, car park, and associated operations.
• Drive KPI and NPS performance through coaching and team engagement.
• Collaborate with other Zonal Managers to optimise attraction efficiency and guest experience.

Skills

Theme park experience

Team management

Customer service

Communication

Safety compliance awareness

Merlin values alignment

Job description

LEGOLAND Windsor Resort is recruiting a Zonal Operations Manager to lead day-to-day operations within a defined zone, ensuring guest safety, high standards and smooth delivery of admissions, attractions and services. You will coach a zonal team, drive engagement and monitor KPI scores to exceed guest expectations.

Based at Windsor, this role involves 37.5 hours across a 7-day rota, including weekends and bank holidays, with a strong focus on safety compliance and delivering memorable experiences