Merlin Entertainments

Zonal Lead

Location (Country-County-City) UK-Surrey-Chessington
Job Locations UK-Surrey-Chessington
ID
2025-10554
Employment Type
Guaranteed Hours (MGH)
Offer/Contract Type
No End Date
Location Name
Chessington World of Adventures Resort

What you'll bring to the team

The Zonal Lead is a critical position within the Resort Operations Team, responsible for on-the-job supervision, guiding, and supporting a team of frontline guest-facing hosts. The role is focused on ensuring operational excellence and delivering outstanding guest experiences. It will provide leadership and coaching to frontline staff operating rides, overseeing retail outlets, and ensuring the cleanliness and safety of the park, all while maintaining a strong focus on teamwork and service quality. The Zonal Operations Lead will be the first point of escalation for any operational issues, colleague support, or guest-related concerns and will work closely with the Zonal Operations Manager to maintain a high standard of performance.

 

• First point of escalation for the geographical zone they are responsible for, both in terms of guest complaints, refunds or any staff or guest incidents

 

• Ensure all staff in your zone are polite, knowledgeable and maintain the highest standards of appearance; using in the moment coaching and guidance when this is not the case

 

• In collaboration with the Zonal Operations Manager, make any adjustments to the zone in terms of resource or upskilling ensuring continuous improvement of standards and guest experience

 

• Oversee a particular area within the zone, maintaining expert knowledge of this area to answer queries, impart knowledge and maintain exceptional appearance

 

• Maintain high levels of guest engagement and ensure service standards are consistently met. • Address guest feedback and continuously seek ways to improve service delivery.

 

 

Qualifications & Experience

  • Requires a manual driving license 
  • Ideal candidate would have retail experience  

Benefits

  •  
  • 20 day's holiday 
  • Enjoy the Ride’ Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones!
  • Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world rising to 40 after a year’s service
  • Company bonus
  • Private pension scheme
  • 40% discount online off LEGO
  • 25% discount in our on-site retail shops and restaurants
  • Ongoing training and development opportunities
  • Plus, many more

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Pay Range

GBP £13.11/Hr.

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At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters!

Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.