Frontline Lead
Location: Legoland Windsor

Zone: Zone 3 & 4
Salary: £13 per hour

The Frontline 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

Zones:

Zone 3 includes Knight's Kingdom, Pirate Shores and Ninjago.

Zone 4 includes Kingdom of the Pharaohs, Mythica and Heartlake City.

Key Responsibilities:

• Conduct regular training sessions and performance reviews to help staff grow and improve.
• Lead and coach frontline staff to meet operational standards and deliver exceptional guest service.
• Serve as the first point of escalation for guest complaints, refunds, or operational disruptions.
• Manage key holder duties, including opening and closing the unit and completing checklists.

• Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy.

• Understand risk assessments and ensure reporting of any new risks as appropriate.

• In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner.

• Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager

• Steer team members by providing on-the-spot guidance and feedback to improve performance.

Zone Responsibilities:

• Work on the shop floor, assisting with product sales and customer service.
• Help maintain a clean, organized retail environment and resolve any customer concerns promptly.
• Operate rides alongside the team, ensuring safe and smooth operations.
• Assist with troubleshooting operational issues and ensure safety protocols are followed.
• Provide guidance to colleagues in maintaining cleanliness and ensuring stores meet park standards.
• Offer support and corrective action to colleagues as needed to maintain high service levels.

• 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.
• The Frontline Lead should be a trusted advisor, capable of guiding and supporting colleagues with a hands-on approach.
• Prior leadership experience is beneficial, this role is focused on being a dependable team player who can lead by example and ensure smooth day-to-day operations.
• Demonstrate 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.

• 28 days holiday (including bank holidays)
• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all our Merlin Attractions across the world rising to 40 after a year’s service
• Discretionary 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…