Frontline Lead at LEGOLAND Parks

Windsor, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

10 Mar, 26

Salary

13.0

Posted On

11 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Team Leadership, Operational Excellence, Training, Performance Reviews, Guest Experience, Risk Assessment, Policy Compliance, Retail Management, Problem Solving, Adaptability, Communication, Coaching, Feedback, Safety Awareness, Organizational Skills

Industry

Travel Arrangements

Description

What you'll bring to the team Frontline LeadLocation: Legoland Windsor Zone: Zone 1Salary: £13 per hour The Frontline 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 Zone 1: Zone 1 is located at the entrance of the park and primarily covers Admissions, Ride Access Pass, Accessibility and multiple Retail units. Key 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. 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. 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 Zone Responsibilities: 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 toptier service. Monitor guest satisfaction and address areas for improvement. Qualifications & Experience 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. 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. 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. Benefits 28 days holiday (including bank holidays) with ability to buy more Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all our Merlin Attractions across the world rising to 40 after a year’s service Discretionary 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… Pay Range GBP £13.00/Hr.

Responsibilities

The Frontline Lead supervises and supports a team of guest-facing employees, ensuring operational excellence and outstanding guest experiences. Responsibilities include conducting training sessions, managing guest complaints, and overseeing compliance with health and safety policies.