Accommodation Supervisor

Division: Resort Operations

Location: Alton Towers Resort

Reporting to: Accommodation Manager

The Role

At Alton Towers Resort, our accommodation is a vital part of creating unforgettable guest experiences. We’re looking for a passionate and proactive Accommodation Supervisor to help lead our frontline teams and ensure the smooth day-to-day operation of our accommodation offering.

In this role, you’ll act as a central point of coordination, monitoring operational performance, triaging guest and team requests, and ensuring issues are resolved quickly and effectively. You’ll lead by example, coaching teams across front office, housekeeping and retail outlets, while maintaining high standards of cleanliness, safety and guest service.

This is a hands-on leadership role for someone who thrives in a fast-paced, guest-focused environment and takes pride in delivering operational excellence.

Key Responsibilities

• Lead, Coach and Inspire
• Lead and support frontline teams to deliver exceptional guest service.
• Conduct regular training sessions and performance reviews to support development and high performance.
• Maintain strong guest engagement and ensure service standards are consistently met.
• Act as the first point of escalation for guest complaints, refunds and operational disruptions.

Operational Oversight

• Monitor digital systems (such as ALICE, where in place) to manage guest and staff requests, housekeeping updates and escalated issues.
• Ensure on-the-day operational excellence, driving improvements in guest experience and business scorecard performance.
• Oversee cleanliness, presentation and safety standards across front office, housekeeping and commercial units.
• Act as the central point of contact for room status updates in Opera where digital systems are not in place.

Skills & Experience

• Strong operational awareness within accommodation or hospitality environments.
• Excellent communication skills across face-to-face, phone, email and digital platforms.
• Confident problem-solver with the ability to prioritise and make sound decisions under pressure.
• High attention to detail with strong reporting and record-keeping skills.
• Flexible and adaptable, with the ability to work unsociable hours and occasional night shifts.
• A collaborative team player who builds strong relationships across departments.

Why Join Us?

Working at Alton Towers Resort means being part of something truly magical. You’ll help create memorable stays for our guests while developing your leadership skills within one of the UK’s most iconic resorts—supported by a team that cares, collaborates and celebrates success together.

Ready to take the next step in your hospitality leadership career? Apply now and help us create extraordinary experiences.

Benefits

• 40% discount off LEGO® sets and products on the online LEGO Store!

• 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 Merlin retail shops and restaurants (a brilliant extra treat when you’re using your Magic Pass to visit!)
• Staff discount codes for Merlin Annual Passes to gift to loved ones!

• Private pension scheme
• Life assurance scheme
• Employee assistance programme
• Access to Perks at Work which 30,000+ national & local employee discounts
• Free staff parking
• Ongoing training & development