Key Responsibilities

• Lead, coach, and support frontline colleagues across multiple departments to deliver outstanding service.
• Conduct regular training sessions and performance check-ins to support colleague development.
• Monitor cleanliness, presentation, and safety standards across all accommodation areas.
• Ensure all daily operational tasks are completed efficiently and to standard.
• Act as the first point of escalation for guest complaints, refunds, and operational disruptions.
• Carry out key holder duties, including opening and closing areas and completing required checklists.
• Maintain high levels of guest engagement and consistently deliver service standards.
• Respond to guest feedback and proactively identify opportunities to improve service delivery.
• Support the wider Housekeeping, Front of house and Retail departments whilst driving commercial excellence.
• Remain flexible and adaptable to meet the needs of the business, including shift patterns.

Accommodation-Specific Responsibilities

• Support check-in and check-out processes and resolve accommodation-related guest queries.
• Oversee the day-to-day running of the commercial units within accommodation.
• Guide colleagues in maintaining cleanliness and ensuring rooms meet resort standards.
• Be able to take on People Management duties across the accommodation site, including; performance management, managing absence, training and coaching.
• Provide support, coaching, and corrective action where required to maintain service excellence.

• Due to the nature of this role we can only accept applications from candidates 18 and over
• Previous experience in an operational role is essential (experience within a theme park, hotel, or leisure environment is desirable)
• A strong team player with a positive, reliable, and proactive attitude
• Confident supporting and guiding colleagues with a hands-on leadership approach
• Comfortable handling guest concerns and operational challenges calmly and professionally
• Previous leadership or supervisory experience is beneficial but not essential

• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world
• 40% discount online off LEGO
• 25% discount in our on-site retail shops and restaurants
• Access to Merlin benefits page with discounts on over 1000 fashion and electronic retailers, restaurants and travel
• Ongoing training and development opportunities 
• Plus, many more...

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.