Zonal Lead

The Zonal Lead is a critical position within the Resort Operations Team, responsible for on-the-job supervision, guiding, and supporting a team of frontline guest-facing hosts. The role is focused on ensuring operational excellence and delivering outstanding guest experiences. It will provide leadership and coaching to frontline staff operating rides, overseeing retail outlets, and ensuring the cleanliness and safety of the park, all while maintaining a strong focus on teamwork and service quality. The Zonal Operations Lead will be the first point of escalation for any operational issues, colleague support, or guest-related concerns and will work closely with the Zonal Operations Manager to maintain a high standard of performance.

• First point of escalation for the geographical zone they are responsible for, both in terms of guest complaints, refunds or any staff or guest incidents

• Ensure all staff in your zone are polite, knowledgeable and maintain the highest standards of appearance; using in the moment coaching and guidance when this is not the case

• In collaboration with the Zonal Operations Manager, make any adjustments to the zone in terms of resource or upskilling ensuring continuous improvement of standards and guest experience

• Oversee a particular area within the zone, maintaining expert knowledge of this area to answer queries, impart knowledge and maintain exceptional appearance

• Maintain high levels of guest engagement and ensure service standards are consistently met.
• Address guest feedback and continuously seek ways to improve service delivery.

Shops & Stores

• 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.

• Complete daily checks of the units in your area ensuring all adhere to Health and Safety standards, including de-fib and epi-pens and PDQ tamper checks

• Help maintain a clean, organised retail environment and resolve any customer concerns promptly.

• Oversee any floats within the units including opening of these and effective storage

• Spot check any items in the wastage bins, confirming any faults through scanner and recording on wastage sheets.

• Ensure correct unit scanners in each outlet.

• Undertake locker checks within the Zone and support guests with any locker issues

• Complete signage and pricing spot checks.
• Complete checks for use by dates and stock rotation.

• Oversee delivery of stock, supporting with offloading.

• Complete any stock takes in line with procedure.

• Requires a manual driving license 
• Ideal candidate would have retail experience  

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• 20 day's holiday 
• Enjoy the Ride' Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones
• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world rising to 40 after a year's service
• Company bonus
• Private pension scheme
• 40% discount online off LEGO
• 25% discount in our on-site retail shops and restaurants
• Ongoing training and development opportunities
• Plus, many more