Accommodation Frontline Lead
Location: Alton Towers Resort
Are you an experienced hospitality professional with a passion for guest experience and customer service? Alton Towers Resort is looking for an enthusiastic and dependable Accommodation Frontline Lead to support our accommodation teams in delivering exceptional service, high operational standards, and memorable guest experiences. In this key frontline role, you will supervise, guide, and support colleagues across multiple departments, helping to ensure the smooth day-to-day operation of our accommodation offering.
Key Responsibilities
- Lead, coach, and support frontline colleagues across multiple departments to deliver outstanding service.
- Conduct regular training sessions and performance check-ins to support colleague development.
- Monitor cleanliness, presentation, and safety standards across all accommodation areas.
- Ensure all daily operational tasks are completed efficiently and to standard.
- Act as the first point of escalation for guest complaints, refunds, and operational disruptions.
- Carry out key holder duties, including opening and closing areas and completing required checklists.
- Maintain high levels of guest engagement and consistently deliver service standards.
- Respond to guest feedback and proactively identify opportunities to improve service delivery.
- Support the wider Housekeeping, Front of house and Retail departments whilst driving commercial excellence.
- Remain flexible and adaptable to meet the needs of the business, including shift patterns.
Accommodation-Specific Responsibilities
- Support check-in and check-out processes and resolve accommodation-related guest queries.
- Oversee the day-to-day running of the commercial units within accommodation.
- Guide colleagues in maintaining cleanliness and ensuring rooms meet resort standards.
- Be able to take on People Management duties across the accommodation site, including; performance management, managing absence, training and coaching.
- Provide support, coaching, and corrective action where required to maintain service excellence.
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