Zonal Operations Lead - Team Phantom (Fixed Term Contract)

• →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.

• Operate rides alongside the team, ensuring safe and smooth operations.
• Provide real-time coaching to team members, offering feedback and further training as needed.
• Assist with troubleshooting operational issues and ensure safety protocols are followed.

• Work on the shop floor, assisting with product sales and customer service.
• Steer team members by providing on-the-spot guidance and feedback to improve performance.
• Help maintain a clean, organized retail environment and resolve any customer concerns promptly.

• Ensure guest queries are handled efficiently and team members are providing top-tier service.
• Monitor guest satisfaction and address areas for improvement.

• Assist with check-in/check-out processes and address guest concerns regarding accommodation.
• Provide guidance to colleagues in maintaining cleanliness and ensuring rooms meet park standards.
• Offer support to colleagues as needed to maintain high service levels.

• Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy.
• Understand risk assessments and ensure reporting of any new risks as appropriate.
• In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner.
• Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager.

The ideal candidate will have 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. The Frontline Lead should be a trusted advisor, capable of guiding and supporting colleagues with a hands-on approach. While 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. You will 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.