Merlin Entertainments

Hotel Lead

Location (Country-County-City) UK-Surrey-Chertsey
Job ID
2026-12546
Employment Type
Guaranteed Hours (MGH)
Offer/Contract Type
Fixed End Date/Seasonal
Location Name
Thorpe Park Resort

What you'll bring to the team

  • A friendly, confident, and professional approach, acting as the face of Thorpe Shark Cabins
  • A passion for delivering outstanding guest experiences and ensuring smooth front office operations
  • Strong leadership skills, supporting and managing Front Office Hosts to maintain high performance
  • Excellent communication skills, with the ability to engage effectively with guests and hotel stakeholders
  • The ability to handle guest feedback, complaints, and more complex issues with confidence and professionalism
  • A proactive mindset to maintain and elevate standards across all guest areas
  • Strong organisational skills, ensuring checklists, KPIs, and operational processes are consistently met
  • A high level of integrity and responsibility when handling guest property and sensitive situations
  • The ability to think quickly and resolve issues during duty manager shifts
  • Flexibility to support operational needs, including evenings, weekends, and peak periods

 

Qualifications & Experience

  • Previous experience in a hotel front office or hospitality role
  • Proven experience in people management or team leadership
  • Strong background in delivering exceptional customer service
  • Experience handling guest complaints and resolving issues effectively
  • Familiarity with hotel systems such as Opera, Visionline, Avius, and Accesso (preferred)
  • Good communication and organisational skills
  • Ability to work in a fast-paced environment and prioritise tasks effectively
  • Commitment to following company policies, procedures, and health & safety standards
  • Willingness to complete all required onboarding and training

Benefits

Alongside the opportunity to perform to thousands of international guests in your residency, you’ll also receive:

 

  • Monthly Bonus based on guest satisfaction
  • 25% discount in our retail shops and restaurants and 40% off LEGO online
  • Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
  • Discounted rates at Merlin hotels all over the world
  • Employee pricing up to 55% off cinema tickets

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at recruitment@merlinentertainments.biz and one of the team will get back to you as soon as possible.

 

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Pay Range

GBP £13.50/Hr.

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