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About the Role

We are recruiting for a new Zonal Lead to join our brilliant Operations Team! Our Operations Team look after different areas of our beautiful resort (known as “Zones”), and as a Zonal Lead you will act as the first point of escalation within your assigned zone. Overseeing everything from guest interactions and in the moment feedback, colleague queries and coaching conversations, to ride availability and efficiency and commercial opportunities.

Responsibilities

Act as the first point of escalation within your assigned zone.
Oversee guest interactions, in-the-moment feedback, colleague queries, and coaching conversations.
Manage ride availability and efficiency, and identify commercial opportunities.
Work closely with frontline teams, providing real-time coaching to ensure high standards of appearance and behaviour.
Seek new ways to improve staffing, resources, and training needs within your zone to enhance KPIs and drive guest satisfaction.
Maintain expert knowledge of your zone to answer queries confidently, support staff effectively, and uphold operational readiness.
Deliver ongoing training and drive continuous improvement to ensure teams are performing at their best.
Monitor the cleanliness and safety of rides, attractions, retail units, car parks, admissions, and guest service areas.
Take a proactive approach toward Health and Safety training, compliance, dynamic risk assessments, and incident reporting.
Seek guest interactions, respond to guest feedback, and identify opportunities to elevate the guest experience.

Requirements

Previous experience in a guest-facing role within a theme park setting is essential.
Ideally, previous team leadership or shift lead experience.
Passionate about guest satisfaction and understanding of guest KPI metrics.
Clear and confident communicator in face-to-face interactions.
Motivational leader with a keen interest in inspiring your team and leading by example.

Skills

Guest interactions
In-the-moment feedback
Colleague queries
Coaching conversations
Ride availability
Efficiency management
Commercial opportunities
Real-time coaching
Staffing improvement
Resource management
Training needs analysis
KPI enhancement
Guest satisfaction
Operational readiness
Continuous improvement
Health and Safety protocols
Risk assessment
Incident reporting
Guest engagement
Communication

Location

Chessington World of Adventures, Leatherhead Road, KT9 2NE

Work Type

Permanent
Hourly paid
Full time
Fully flexible (any 5 days out of 7, including weekends and bank holidays)

Experience Level

Team lead capacity
Shift lead capacity

Benefits

‘Enjoy the Ride’ Merlin Annual Passes - 6 in total per year
Merlin Magic Pass - 20 free tickets (rising to 40 after a year’s service)
Company bonus
Private pension scheme
40% discount online off LEGO
25% discount in on-site retail shops and restaurants
Ongoing training and development opportunities

About the Company

Chessington World of Adventures is a beautiful resort.
Operates under Merlin Health and Safety protocols.