Frontline Lead - Full Time
Location: LEGOLAND® Windsor Resort, Windsor, SL4 4AY
Here at the LEGOLAND® Windsor Resort we are busy preparing for our 2026 season, and we are recruiting for Front line leads to join our AWESOME team.
The Frontline Lead is a critical role within the Zone at LEGOLAND Windsor Resort, responsible for overseeing the day-to-day operations of a specific geographical zone. Reporting to the Zonal Operations Manager, this role focuses on ensuring operational excellence, guest satisfaction, and adherence to brand standards across all rides, commercial units, accommodation, guest amenities, cleanliness and presentation within the assigned zone. The Frontline Lead supports and delivers a dedicated, multiskilled team, driving collaboration, continuous improvement, and engaging employee experience.
Key Tasks
- Support and oversee all operational aspects of the designated zone, which could include Admissions, rides, retail & Fastrack, ensuring safety, efficiency, and guest enjoyment.
- Maintain high standards for rides, commercial units, Front of House, guest amenities, and cleanliness within the zone, collaborating with relevant teams to optimize performance and uptime/efficiency.
- Support seamless operations during peak seasons and events, by ensuring zonal teams are well-prepared and briefed.
- Conducting any training in regard to Risk Assessments, COSWP’s and Ride Training for their areas of responsibility.
- Be responsible for ensuring that all compliance across the department are followed and recorded. This includes HSG 175 & HSP009 compliance, Merlin Ride Training Policy compliance. Including but not limited to attraction training, certifications, spot check and COSHH.
- Step up to Zonal Duty Manager role when required by the business/deemed competent and having the relevant operational experience.
Guest Experience
- Monitor and analyse the guest experience within the zone, addressing feedback proactively to enhance satisfaction.
- Handle guest escalations effectively, ensuring timely resolutions using established guest recovery frameworks.
- Collaborate with broader operational teams to align with business KPIs and guest experience strategies, driving improvements in service delivery.
Communication and Collaboration
- Build strong relationships with cross-functional teams to ensure seamless operations and delivery of business objectives.
- Participate in operational reviews and daily briefings to share insights, successes, and challenges specific to the zone.
- Actively contribute to Resort-wide operational improvement initiatives, sharing best practices and learnings between zones.
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Merlin Entertainments
Merlin Entertainments
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