At a Glance
- Tasks: Lead and motivate front line staff to deliver exceptional guest experiences across the park.
- Company: Join a fun and dynamic team at a leading visitor attraction.
- Benefits: Enjoy 20 free tickets, discounts, and ongoing training for career growth.
- Other info: Flexible hours with fortnightly pay and free transport from Staines station.
- Why this job: Be the face of the park, making a real impact on guest satisfaction every day.
- Qualifications: Experience in team leadership and a passion for customer service is essential.
The predicted salary is between 28000 - 30000 £ per year.
Day to day you will be effectively delivering and supervising front line staff in one of the many areas across the park. You will be dedicated to ‘park based’ operations; responsible for delivering training and assessing on selected attractions, facilitating team briefings ensuring they are engaging, informative and motivational, to ensure all front line staff are proactively delivering excellent customer service and interacting with guests, to resolve any issues that may arise during the operational day regarding staff or guests and much more. As a Lead you may be allocated a selection of units from our on park retail offering, and be expected to have the ability to divide your time between them, observing service and feeding back to the team, coaching where needed whilst also driving sales through new ideas, stock control and incentives. As part of this role, you will also be required to take on the role of daily duty manager for Retail, Rides, Guest services, Car park or Front of house depending on your area. This means you will be the face of the department and should have the knowledge and information required to support the wider park operation on that day. Confidence in presenting back to a room of duty managers is key!
Key Accountabilities
- Coaching and motivating allocated team of staff on designated rides on a daily basis to ensure efficient operations and great guest experiences.
- To lead by example on the front line to ensure that the highest standards are delivered to our guests and to drive excellent customer service standards across the park.
- Experience supporting Admissions Duty Manager responsibilities, ensuring smooth park entry, effective queue and crowd management, and a positive first impression for all guests.
- Ability to support Hotel operations when required, working collaboratively to ensure a seamless guest journey from arrival through to departure.
- Carrying out routine H&S inspections and duties in accordance with site processes and procedures.
- Managing and reducing downtime on attractions to ensure the best service for guests.
- Deliver set targets based on department K.P.Is of cleanliness, utilisation and downtime across all given attractions.
- Trained as attraction evacuation team, involving working at height and using specialist equipment.
- Assist Zonal Operations Managers with managing team members ensuring good and poor performance is managed across the zone.
- Regularly take the role of Zonal Rides or retail Duty Manager, becoming the contact point for the daily operation.
- Be an escalation point for any in the moment guest feedback, providing suitable resolutions in a confident and calm manner.
Qualifications & Experience
- Clear understanding of Health and Safety commitments within a visitor attraction, HSG175 and Theme Park Standards within UK.
- Understanding of amusement ride devices policy and procedure enforcement.
- Experience of leading and motivating teams.
- High level of motivation both self and in a team.
- Proficient in English language.
- Team Player.
- Lead and uphold required standards in moments of pressure and deliver good results.
- Interpersonal and relationship building skills within team and networking with other employees at the resort.
- Problem solving and decision-making techniques.
- High level of personal presentation and standards.
- Focused and able to complete tasks with high level of ownership.
- People management experience, with an interest in training and development would be desired.
- Able to have honest and open conversations with members of the team who require additional support.
- Strong communication and personal presentation skills, this role will involve communication with other departments and senior management.
All Merlin employees are expected to adhere to all company policies and procedures as outlined in online onboarding and training curriculums. Employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Policy (HS001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.
Benefits
- Merlin Magic Pass: 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world!
- 25% discount in our retail shops and restaurants.
- 40% discount online off LEGO, and much more!
- Free bus from Staines station for all employees.
- Fortnightly pay.
- Free staff parking.
- Ongoing training & development to have a longer-term career in Merlin.
- Access to Perks at Work which 30,000+ national & local employee discounts.
If you have any questions or if you require any reasonable adjustments, because of a disability or medical condition, please contact us by email at recruitment@thorpe-park.co.uk and one of the team will get back to you as soon as possible.
Pay Range
GBP £13.50/Hr.
Zonal Operations Lead employer: Thorpe Park Resort
Thorpe Park Resort in Chertsey is an exceptional employer, offering a vibrant work culture that fosters creativity and collaboration. Employees benefit from ongoing training opportunities and discounts, ensuring both personal and professional growth in a dynamic environment dedicated to creating unforgettable experiences. Join us to be part of a team that values safety and innovation while working in one of the UK's most exciting leisure destinations.
StudySmarter Expert Advice🤫
We think this is how you could land Zonal Operations Lead
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on the park and its values. This will help you connect with the team and show that you're genuinely interested in being part of their world.
✨Tip Number 2
Practice your presentation skills! Since you'll be presenting to duty managers, it’s crucial to feel confident. Grab a friend or family member and run through your ideas and how you'd handle different scenarios.
✨Tip Number 3
Show off your coaching abilities! Think of examples where you've motivated a team or resolved conflicts. This will highlight your leadership skills and how you can drive excellent customer service.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the latest roles and updates there, making it easier for us to keep in touch with you.
We think you need these skills to ace Zonal Operations Lead
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about delivering excellent customer service and leading a team. Share any relevant experiences that highlight your passion for the park environment.
Tailor Your Application:Make sure to customise your application to match the job description. Use keywords from the posting, like 'coaching', 'motivating', and 'guest experiences'. This shows us that you understand what we’re looking for and that you’re a great fit for the Zonal Operations Lead role.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid fluff and focus on your key achievements and skills that relate to the position. This will help us quickly see why you’d be a fantastic addition to 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 ensures you’re considered for the role. Plus, it’s super easy to do – just follow the prompts and you’ll be all set!
How to prepare for a job interview at Thorpe Park Resort
✨Know Your Operations
Familiarise yourself with the day-to-day operations of a theme park. Understand the key responsibilities of a Zonal Operations Lead, such as supervising staff and ensuring excellent customer service. This knowledge will help you answer questions confidently and demonstrate your commitment to the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led and motivated teams in the past. Think about specific situations where you resolved conflicts or improved team performance. This will show that you have the interpersonal skills needed to manage a diverse team effectively.
✨Emphasise Health and Safety Knowledge
Brush up on your understanding of health and safety standards relevant to visitor attractions. Be ready to discuss how you would ensure compliance and safety for both staff and guests. This is crucial for the role and will highlight your attention to detail.
✨Practice Your Presentation Skills
Since you'll be presenting to duty managers, practice speaking clearly and confidently about operational updates or guest feedback. You might even want to rehearse with a friend or in front of a mirror. This will help you feel more at ease during the interview and showcase your communication skills.
