Frontline Lead - Full Time

Location: LEGOLAND® Windsor Resort, Windsor, SL4 4AY

Here at the LEGOLAND® Windsor Resort we are busy preparing for our 2026 season, and we are recruiting for Front line leads to join our AWESOME team.

The Frontline Lead is a critical role within the Zone at LEGOLAND Windsor Resort, 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 Frontline Lead supports and delivers a dedicated, multiskilled team, driving collaboration, continuous improvement, and engaging employee experience.

Key Tasks

• Support and oversee all operational aspects of the designated zone, which could include Admissions, rides, retail & Fastrack,  ensuring safety, efficiency, and guest enjoyment.
• Maintain high standards for rides, 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.

Guest Experience

• Monitor and analyse the guest experience within the zone, addressing feedback proactively to enhance satisfaction.
• Handle guest escalations effectively, ensuring timely resolutions using established guest recovery frameworks.
• Collaborate with broader operational teams to align with business KPIs and guest experience strategies, driving improvements in service delivery.

 Communication and Collaboration  

• Build strong relationships with cross-functional teams to ensure seamless operations and delivery of business objectives.
• Participate in operational reviews and daily briefings to share insights, successes, and challenges specific to the zone.
• Actively contribute to Resort-wide operational improvement initiatives, sharing best practices and learnings between zones.

Leadership and Decision-Making: Proven ability to lead and inspire operational teams, make informed decisions under pressure, and drive excellence.

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.

Guest-Centric Approach: Strong commitment to delivering exceptional guest experiences through proactive service and effective issue resolution.

Operational Expertise: Comprehensive knowledge of operations management, including safety, ride performance, and resource coordination.

Communication and Collaboration: Exceptional interpersonal skills to engage with diverse stakeholders and foster collaboration.

Problem-Solving and Adaptability: Aptitude for resolving complex issues efficiently and responding to dynamic operational demands.

Continuous Improvement: Passion for enhancing processes and developing teams to achieve long-term success.

• 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!
• Pro rata holiday allowance based on 28 days full time equivalent

• 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