What you'll bring to the team
Key Responsibilities
- Lead, coach, and support frontline colleagues across multiple departments to deliver outstanding service.
- Conduct regular training sessions and performance check-ins to support colleague development.
- Monitor cleanliness, presentation, and safety standards across all accommodation areas.
- Ensure all daily operational tasks are completed efficiently and to standard.
- Act as the first point of escalation for guest complaints, refunds, and operational disruptions.
- Carry out key holder duties, including opening and closing areas and completing required checklists.
- Maintain high levels of guest engagement and consistently deliver service standards.
- Respond to guest feedback and proactively identify opportunities to improve service delivery.
- Support the wider Housekeeping, Front of house and Retail departments whilst driving commercial excellence.
- Remain flexible and adaptable to meet the needs of the business, including shift patterns.
Accommodation-Specific Responsibilities
- Support check-in and check-out processes and resolve accommodation-related guest queries.
- Oversee the day-to-day running of the commercial units within accommodation.
- Guide colleagues in maintaining cleanliness and ensuring rooms meet resort standards.
- Be able to take on People Management duties across the accommodation site, including; performance management, managing absence, training and coaching.
- Provide support, coaching, and corrective action where required to maintain service excellence.
Qualifications & Experience
- Due to the nature of this role we can only accept applications from candidates 18 and over
- Previous experience in an operational role is essential (experience within a theme park, hotel, or leisure environment is desirable)
- A strong team player with a positive, reliable, and proactive attitude
- Confident supporting and guiding colleagues with a hands-on leadership approach
- Comfortable handling guest concerns and operational challenges calmly and professionally
- Previous leadership or supervisory experience is beneficial but not essential
Benefits
- Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world
- 40% discount online off LEGO
- 25% discount in our on-site retail shops and restaurants
- Access to Merlin benefits page with discounts on over 1000 fashion and electronic retailers, restaurants and travel
- Ongoing training and development opportunities
- Plus, many more...
If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at recruitment@merlinentertainments.biz and one of the team will get back to you as soon as possible.
Pay Range
Accommodation Front Line Lead employer: Alton Towers Resort
At Alton Towers Resort, we pride ourselves on being an exceptional employer, offering a vibrant work culture where teamwork and guest satisfaction are at the forefront. As a Zonal Operations Front Line Lead, you'll benefit from ongoing training and development opportunities, a generous Merlin Magic Pass for you and your loved ones, and a supportive environment that values flexibility and employee growth. Join us in creating unforgettable experiences while enjoying competitive pay and fantastic discounts across our attractions.
