Day to day you will be effectively delivering and supervising front line staff in one of the many areas across park. You will be dedicated to ‘park based’ operations; responsible for delivering training and assessing on selected attractions, facilitate team briefings ensuring they are engaging, informative and motivational, to ensure all front line staff are proactively delivering excellent customer service and interacting with guests, to resolve any issues that may arise during the operational day regarding staff or guests and much more.

As a Lead you may be allocated a selection of units from our on park retail offering, and be expected to have the ability to divide your time between them, observing service and feeding back to the team, coaching where needed whilst also driving sales through new ideas, stock control and incentives.

As part of this role, you will also be required to take on the role of daily duty manager for Retail, Rides, Guest services, Car park or Front of house depending on your area. This means you will be the face of the department and should have the knowledge and information required to support the wider park operation on that day. Confidence in presenting back to a room of duty managers is key! 

Key Accountabilities

• Coaching and motivating allocated team of staff on designated rides on a daily basis to ensure efficient operations and great guest experiences.
• To lead by example on the front line to ensure that the highest standards are delivered to our guests and to drive excellent customer service standards across the park. 
• Experience supporting Admissions Duty Manager responsibilities, ensuring smooth park entry, effective queue and crowd management, and a positive first impression for all guests.
• Ability to support Hotel operations when required, working collaboratively to ensure a seamless guest journey from arrival through to departure.
• Carrying out routine H&S inspections and duties in accordance with site processes and procedures.
• Managing and reducing downtime on attractions to ensure the best service for guests.
• Deliver set targets based on department K.P.Is of cleanliness, utilisation and downtime across all given attractions.
• Trained as attraction evacuation team, involving working at height and using specialist equipment.
• Assist Zonal Operations Managers with managing team members ensuring good and poor performance is managed across the zone.
• Regularly take the role of Zonal Rides or retail Duty Manager, becoming the contact point for the daily operation.
• Be an escalation point for any in the moment guest feedback, providing suitable resolutions in a confident and calm manner. 

• Clear understanding of Health and Safety commitments within a visitor attraction, HSG175 and Theme Park Standards within UK
• 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
• Proficient in English language
• 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
• High level of personal presentation and standards
• Focused and able to complete tasks with high level of ownership
• People management experience, with an interest in training and development would be desired
• Able to have honest and open conversations with members of the team who require additional support
• Strong communication and personal presentation skills, this role will involve communication with other departments and senior management 

All Merlin employees are expected to adhere to all company policies and procedures as outlined in online onboarding and training curriculums.

Employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Policy (HS001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate. 

Benefits

• 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@thorpe-park.co.uk and one of the team will get back to you as soon as possible.