Zonal Lead - with a Rides and Retail focus

Zone 3

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

Hours: Full time, 35 hours per week

The Zonal Lead is a critical position within the operations, responsible for supervising, guiding, and supporting a team of frontline guest-facing employees. The role is designed to be a trusted position with a focus on ensuring operational excellence and delivering outstanding guest experiences. 

Day to day you will be effectively delivering and supervising front line staff as well as operating and hosting attractions. You will be dedicated to ‘park based’ operations; responsible for an allocated number of attractions per day to ensure staff welfare, efficient operations, presentation, and guest experience are kept to the highest standards. The main and most crucial part of this role will be training frontline staff on selected attractions in accordance to our CoSWPS and procedures, therefore a passion for detailed training and education is key. As part of our wider zonal structure, you may be responsible for the operation of our Retail units.

Responsibilities:

• Deliver training on selected attractions, along with assisting in delivering department inductions.
• To ensure both Operators and hosts are proactively delivering excellent customer service and interaction with guests, being aware of the latest mystery visit scores and developing innovative ways of improvement .
• Support with facilitating the daily team briefings, ensuring they are fun, informative and motivational.
• To motivate staff members ensuring the highest efficiency standard and as appropriate and reviewed, never compromising Health and Safety or guest experience to achieve targets.
• To effectively manage and support in ride shutdowns in a professional manner, ensuring any information given is accurate and all updates are communicated, maintaining guest satisfaction.
• To ensure all standards of presentation are maintained to the highest level including ride cleanliness and staff uniform.
• To make sure that all rides are opened on time with all safety, presentation and staffing needs considered.
• To resolve any issues that may arise during the operational day regarding staff or guests
• To effectively manage ride shutdowns in a professional manner, ensuring any information given is accurate and all updates are communicated, maintaining guest satisfaction.

Previous experience in a customer-facing role, preferably within a theme park or similar environment.

• A strong focus on teamwork, reliability, and a positive attitude is essential.
• Adaptability and flexibility: 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.
• Clear understanding of Health and Safety commitments within a visitor attraction
• 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
• 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

• 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.