Zonal Lead - with a Front of House, Retail & Hotel focus

Zone 1

Location: Thorpe Park, Staines Road, Chertsey, Surrey, KT16 8PN

Hours: Full time, 35 hours per week

The Zonal Lead is a critical role within the Zone at Thorpe Park, responsible for overseeing the day-to-day operations of a specific geographical zone. Reporting to the Zonal Operations Manager, this role focuses on ensuring operational excellence, guest satisfaction, and adherence to brand standards across all rides, commercial units, accommodation, guest amenities, cleanliness and presentation within the assigned zone. The Zonal Lead supports and delivers a dedicated, multiskilled team, driving collaboration, continuous improvement, and engaging employee experience.

• Support and oversee all operational aspects of the designated zone, which could include Front of House, Rides, Retail & Fastrack, accommodation, ensuring safety, efficiency, and guest enjoyment.
• Maintain high standards for rides, accommodation, commercial units, Front of House, guest amenities, and cleanliness within the zone, collaborating with relevant teams to optimize performance and uptime/efficiency.
• Support seamless operations during peak seasons and events, by ensuring zonal teams are well-prepared and briefed.
• Conducting any training in regard to Risk Assessments, COSWP’s and Ride Training for their areas of responsibility.
• Be responsible for ensuring that all compliance across the department are followed and recorded. This includes HSG 175 & HSP009 compliance, Merlin Ride Training Policy compliance. Including but not limited to attraction training, certifications, spot check and COSHH.
• Step up to Zonal Duty Manager role when required by the business/deemed competent and having the relevant operational experience.

• Proven ability to lead and inspire operational teams, make informed decisions under pressure, and drive excellence.
• Being open to adjusting or changing priorities and taking on ad hoc responsibilities as needed, while being willing to support the business with alternative shifts or varying working hours as required.
• Strong commitment to delivering exceptional guest experiences through proactive service and effective issue resolution.
• Comprehensive knowledge of operations management, including safety, ride performance, and resource coordination.
• Exceptional interpersonal skills to engage with diverse stakeholders and foster collaboration.
• Aptitude for resolving complex issues efficiently and responding to dynamic operational demands.
• Passion for enhancing processes and developing teams to achieve long-term success.

• 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@merlinentertainments.biz and one of the team will get back to you as soon as possible.