Accommodation Supervisor

Merlin Entertainments; Windsor; On-site; GBP 26,000; Full time

Job summary

A leading entertainment company in Windsor is seeking an Accommodation Supervisor to enhance guest experiences at their hotels. The role involves managing operations, addressing guest queries, and ensuring excellent service delivery. Ideal candidates will have hotel experience and strong communication skills. This position offers competitive salary and a variety of employee benefits.

Benefits

40% discount off LEGO sets

20 free tickets for Merlin Attractions

25% discount in Merlin shops

Private pension scheme

Life assurance scheme

Employee assistance programme

Qualifications

• Essential experience in front desk or back of house administration.
• Ability to communicate clearly across multiple channels.
• Experience collecting and presenting data metrics.

Responsibilities

• Support day-to-day operations of the accommodations team.
• Respond to departmental queries and guest complaints.
• Monitor digital systems for guest and staff requests.

Skills

Previous experience in hotel function

Clear communication skills

Experience with data metrics

Focus on guest expectations

Familiarity with health & safety compliance

Job description

Accommodation Supervisor – Merlin Entertainments

Location: LEGOLAND® Windsor Resort, Windsor, SL4 4AY

Hours: 37.5 hours per week, across a 7‑day rota (any 5 days out of 7)

Contract type: Permanent, Salaried

Pay Range: GBP £26,000.00 per year (actual pay will depend on skills and experience)

Here at the LEGOLAND® Windsor Resort we are entering our Festive Season, and we are recruiting for an Accommodation Supervisor to join our AWESOME Hotel Operations Team! The Accommodation Supervisor will support the day‑to‑day operation of our two Brick‑tastic hotels and our beautiful LEGOLAND® Woodland Village lodges and barrels. Working as a central point of contact for the Accommodations team, the Accommodations Supervisor will respond to department queries, monitor in‑house digital systems for guest and staff requests, resolve on‑the‑spot guest complaints, handle reservation queries and support with employee relations issues, with the overall goal of delivering first class guest experience to every family that chooses LEGOLAND Windsor for their short break.

You will identify, prioritise and communicate actions via the relevant communication channels (radio, phone, email, digital systems), maintaining accurate records to identify trends and areas for improvement. As an integral part of the accommodations team, you will seek to consistently improve our guest satisfaction and ensure the smooth operation of all overnight accommodations.

Qualifications & Experience

• Previous experience working in a hotel function, ideally front desk / reception administration or back of house / administration is essential
• Clear and professional communication across phone, email, and digital systems
• Previous experience with data metrics, reporting, tracking and presentation of collected data
• Passionate about exceeding guest expectations, with a focus on improving guest KPI metrics
• Familiar with risk assessments, health & safety compliance and accident / incident reporting
• The ability to embrace our Merlin values – Own Your Craft, Go Together, Enjoy the Ride, Drive & Discover, and We Care – and empower the team around you to bring joy, create connections and make lasting memories for our guests, leading by example to guide the behaviours that set us apart as an employer, a community and a first choice destination for families.

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 (a brilliant extra treat when you’re using your Magic Pass to visit!)
• 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 which offers 30,000+ national & local employee discounts
• Free staff parking
• Ongoing training & development

About the LEGOLAND® Windsor Resort

We are looking for an Accommodation Supervisor to join our AWESOME team at the UK’s favourite children’s theme park; the LEGOLAND® Windsor Resort. The LEGOLAND Windsor Resort is the ultimate destination for families with children age 2-12. The Resort is home to three awesome LEGO themed Hotels and a host of rides, shows and attractions built around the iconic LEGO® brick. This role is based at the Windsor theme park, located in 150 acres of beautiful parkland.

About Merlin

A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine‑tingles. In memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.

Reasonable adjustments

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

Seniorities & Employment

Seniority level: Entry level

Employment type: Full‑time

Job function: Other

Industries: Entertainment Providers