Zonal Host

What you'll bring to the team

• A passion for delivering exceptional guest experiences and leading by example.
• Strong leadership and coaching skills, with the ability to motivate, support, and develop frontline teams.
• Confidence in handling escalated guest queries, complaints, and operational challenges in a calm and professional manner.
• Excellent communication skills, with the ability to build positive relationships with guests, colleagues, and stakeholders.
• A proactive and solutions-focused approach, with the ability to make decisions and resolve issues quickly.
• A commitment to maintaining the highest standards of safety, presentation, and operational excellence.
• Flexibility and adaptability, with the willingness to support different operational areas across the resort when required.
• A collaborative mindset and a desire to contribute to a positive team culture while driving performance and service standards.

Qualifications & Experience

• Previous experience in a supervisory, team leader, or operational leadership role within a customer-focused environment.
• Experience delivering outstanding customer service and managing guest interactions effectively.
• Confident in coaching and developing team members to achieve operational and service standards.
• Strong problem-solving and decision-making skills, particularly in fast-paced environments.
• Excellent verbal and written communication skills.
• Ability to prioritise workloads, manage multiple tasks, and remain organised under pressure.
• Experience working with operational systems, performance measures, and company procedures is desirable.
• A good understanding of health and safety practices and the importance of maintaining compliance.
• Strong attention to detail and the ability to maintain accurate records and documentation.
• Proficient in English and confident using Microsoft Office and other digital systems.

Desirable :

• Experience within a theme park, attraction, hospitality, retail, leisure, or guest experience environment.
• Previous experience managing escalated guest feedback and resolving complaints.
• Experience training, mentoring, or assessing team members.

Benefits

• Monthly Bonus based on guest satisfaction
• 25% discount in our retail shops and restaurants and 40% off LEGO online
• Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
• Discounted rates at Merlin hotels all over the world
• Employee pricing up to 55% off cinema tickets

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at [email protected] and one of the team will get back to you as soon as possible.

Pay Range

Competitive