Accommodation Supervisor

Merlin Entertainments; Stoke-on-Trent; On-site; GBP 28,000; Full time

Job summary

A leading UK resort is seeking a passionate Accommodation Supervisor to lead frontline teams and ensure operational excellence. Responsibilities include coaching, maintaining service standards, and addressing guest complaints. The ideal candidate will have experience in hospitality, excellent communication skills, and a focus on detail. This position offers a competitive salary, fantastic perks, and the chance to be part of a magical guest experience.

Benefits

40% discount off LEGO products

20 free tickets for Merlin Attractions

25% discount in Merlin retail shops

Private pension scheme

Life assurance scheme

Ongoing training & development

Qualifications

• Experience in accommodation or hospitality environments.
• Ability to prioritize and make sound decisions under pressure.
• Strong reporting and record-keeping skills.

Responsibilities

• Lead frontline teams to deliver exceptional guest service.
• Conduct training sessions and performance reviews.
• Ensure cleanliness, presentation and safety standards.

Skills

Strong operational awareness

Excellent communication skills

Confident problem-solver

High attention to detail

Flexible and adaptable

Collaborative team player

Job description

The Role

At Alton Towers Resort, our accommodation is a vital part of creating unforgettable guest experiences. We’re looking for a passionate and proactive Accommodation Supervisor to lead our frontline teams and ensure the smooth day‑to‑day operation of our accommodation offering.

Division: Resort Operations

Location: Alton Towers Resort

Reporting to: Accommodation Manager

Key Responsibilities

• Lead, coach and inspire frontline teams to deliver exceptional guest service.
• Conduct regular training sessions and performance reviews to support development and high performance.
• Maintain strong guest engagement and ensure service standards are consistently met.
• Act as the first point of escalation for guest complaints, refunds and operational disruptions.

Operational Oversight

• Monitor digital systems (such as ALICE) to manage guest and staff requests, housekeeping updates and escalated issues.
• Ensure on‑the‑day operational excellence, driving improvements in guest experience and business scorecard performance.
• Oversee cleanliness, presentation and safety standards across front office, housekeeping and commercial unitsli>
• Act as the central point of contact for room status updates in Opera where digital systems are not in place.

Qualifications & Experience

• Strong operational awareness within accommodation or hospitality environments.
• Excellent communication skills across face‑to‑face, phone, email and digital platforms.
• Confident problem‑solver with the ability to prioritise and make sound decisions under pressure.
• High attention to detail with strong reporting and record‑keeping skills.
• Flexible and adaptable, with the ability to work unsociable hours and occasional night shifts.
• A collaborative team player who builds strong relationships across departments.

Why Join Us?

Working at Alton Towers Resort means being part of something truly magical. You’ll help create memorable stays for our guests while developing your leadership skills within one of the UK’s most iconic resorts—supported by a team that cares, collaborates and celebrates success together.

Ready to take the next step in your hospitality leadership career? Apply now and help us create extraordinary experiences.

Benefits

• 40% discount off LEGO® sets and products on the online LEGO Store!
• Merlin Magic Pass: 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world!
• 25% discount in Merlin retail shops and restaurants.
• Staff discount codes for Merlin Annual Passes to gift to loved ones!
• Private pension scheme.
• Life assurance scheme.
• Employee assistance programme.
• Access to Perks at Work with 30,000+ national & local employee discounts.
• Free staff parking.
• Ongoing training & development.

Pay Range

Compensation between GBP £28,000.00/Yr.-GBP £28,000.00/Yr.