Zonal Lead

Location: Thorpe Park, Staines Road, Chertsey, Surrey, KT16 8PN

Hours: Full time, Seasonal Contract 

The Zonal 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. 

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.

· Monitor cleanliness, presentation, and safety across rides, shops, and other areas.

· Ensure efficient operation of all daily tasks within the unit, from ride management to guest services.

· 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.

· Maintain high levels of guest engagement and ensure service standards are consistently met.

· Address guest feedback and continuously seek ways to improve service delivery.

• 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.
• 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. 
• 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.

• 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.