✅ Open until August 24, 2026
Merlin Entertainment
Hotel Lead
Location (Country-County-City)
UK-Surrey-Chertsey
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.
Pay Range
GBP £13.50/Hr.
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