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For Companies At a Glance
- Tasks: Lead and support a team to deliver exceptional guest service in a fast-paced environment.
- Company: Join the exciting team at Alton Towers Resort, a world-class entertainment destination.
- Benefits: Competitive pay, discounts on shopping and dining, and free tickets for friends and family.
- Why this job: Develop your leadership skills while creating unforgettable experiences for guests.
- Qualifications: Customer-facing experience is essential; leadership experience is a plus.
- Other info: Enjoy ongoing training and a fun, supportive team atmosphere.
The predicted salary is between 13 - 13 £ per hour.
Overview
Accommodation Frontline Lead (Housekeeping Linen Experience) – Location: Alton Towers Resort. Division: Global Operations. Reporting to: Accommodation Supervisor.
The Role
We are looking for an enthusiastic and dependable Accommodation Frontline Lead with Housekeeping Linen experience to join our team at Alton Towers Resort. This is a key frontline leadership role, responsible for supervising, guiding, and supporting guest-facing colleagues to deliver exceptional service and operational excellence across our accommodation offering. As a trusted point of contact during daytime operations, you will lead by example—ensuring the highest standards of cleanliness, safety, and guest experience are consistently met. You will act as the first point of escalation for operational issues, colleague support, and guest concerns, working closely with the wider Accommodation Management team to keep everything running smoothly. This role is ideal for someone who thrives in a fast-paced, guest-focused environment and enjoys supporting and developing others while maintaining a strong team spirit.
Key Responsibilities
- Lead, coach, and support frontline colleagues to deliver outstanding guest 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
- 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 commercial units within accommodation
- Guide colleagues in maintaining cleanliness and ensuring rooms meet resort standards
- Assist with accommodation linen processes
- Provide support, coaching, and corrective action where required to maintain service excellence
About You
Qualifications & Experience
- Previous experience in a customer-facing role is essential (experience within a theme park, hotel, or leisure environment is desirable)
- Full driver’s license as will be required to drive company vehicles
- 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
Why Join Us?
At Alton Towers Resort, you’ll be part of a world-class entertainment business where no two days are the same. You’ll have the opportunity to develop your leadership skills, make a real impact on guest experiences, and be part of a supportive, fun, and passionate team. If you’re ready to take the next step in your career and help create unforgettable stays for our guests, we’d love to hear from you.
Benefits
- A competitive hourly rate
- Access to Merlin benefits page with discounts on over 1000 fashion and electronic retailers, restaurants, and travel
- 25% discount in our on-site retail shops and restaurants
- 40% discount on Lego Merlin Magic Pass - 20 free tickets for you, your family, and friends to enjoy all our Merlin Attractions across the world
- Ongoing training and development opportunities
Pay Range
Compensation between GBP £13.20/Hr. - GBP £13.20/Hr.
Accommodation Front Line Lead in Stoke-on-Trent employer: Merlin Entertainments
Contact Detail:
Merlin Entertainments Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Accommodation Front Line Lead in Stoke-on-Trent
✨Tip Number 1
Get to know the company culture! Before your interview, check out Alton Towers' social media and website. This will help you understand their values and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your leadership skills! Think of examples from your past experiences where you've led a team or resolved guest issues. Be ready to share these stories during your interview to demonstrate your hands-on approach.
✨Tip Number 3
Show off your customer service skills! Prepare to discuss how you've handled difficult situations with guests in the past. Highlight your ability to stay calm and professional under pressure—this is key for the Accommodation Frontline Lead role.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It shows your enthusiasm and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Accommodation Front Line Lead in Stoke-on-Trent
Some tips for your application 🫡
Show Your Enthusiasm: When writing your application, let your passion for guest service shine through! We want to see that you're excited about the role and ready to lead a team in creating unforgettable experiences.
Tailor Your Experience: Make sure to highlight any relevant experience you have in customer-facing roles, especially in hospitality or leisure. We love seeing how your background aligns with what we do at Alton Towers Resort!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences are easy to spot. This helps us see why you’d be a great fit for our team!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you in the running for this exciting opportunity.
How to prepare for a job interview at Merlin Entertainments
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Accommodation Frontline Lead role. Familiarise yourself with the key responsibilities and think about how your previous experience aligns with them. This will help you articulate your fit for the position and show that you're genuinely interested.
✨Showcase Your Leadership Skills
As this role involves leading and supporting colleagues, be prepared to share specific examples of your leadership experience. Think about times when you've coached team members or resolved conflicts. Highlighting these moments will demonstrate your capability to lead by example.
✨Prepare for Guest Interaction Scenarios
Since you'll be handling guest concerns and operational challenges, practice responding to potential scenarios. Think about how you would address a guest complaint or manage a busy check-in process. This will show your problem-solving skills and your ability to maintain a calm demeanour under pressure.
✨Emphasise Team Spirit and Adaptability
The job requires a strong team player who can adapt to changing needs. Be ready to discuss how you've worked collaboratively in past roles and how you handle unexpected situations. This will highlight your flexibility and commitment to creating a positive work environment.
