Merlin Entertainment
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.