Waterpark Front Line Lead Stoke-on-Trent, UK

Merlin Entertainments; Hempstalls; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading entertainment company is seeking a Waterpark Frontline Lead at Alton Towers Resort. The successful candidate will supervise and support a team to ensure outstanding guest experiences and operational excellence. Responsibilities include leading teams, handling guest escalations, and managing daily operations, ensuring a fun and safe environment. Ideal candidates should have experience in customer service and a hands-on leadership style. Competitive hourly compensation and benefits are provided.

Benefits

Merlin Annual Passes

Merlin Magic Pass

28 days holiday

Private pension scheme

40% discount online off LEGO

Ongoing training and development opportunities

Qualifications

• Experience in a customer-facing role, ideally in a theme park, hospitality, or retail environment.
• Hands-on approach with the ability to lead by example.
• Flexible with priorities, including alternative shifts or ad hoc responsibilities.

Responsibilities

• Lead, coach, and support frontline colleagues to deliver exceptional guest service.
• Conduct training sessions and performance reviews to develop team members.
• Manage daily operations, including ride management and guest services.

Skills

Teamwork

Customer service

Reliability

Adaptability

Education

NPLQ (preferred)

Job description

What you'll bring to the team

Job Title: Waterpark Frontline Lead

Location: Alton Towers Resort

Reports to: Zonal Manager

Contract: Permanent

About the Role

We’re looking for a hands‑on, energetic Waterpark Frontline Lead to supervise and support a team of frontline, guest‑facing colleagues at Alton Towers Resort. You’ll ensure operational excellence, safety, and outstanding guest experiences across our Waterpark. Acting as the first point of escalation for operational or guest‑related issues, you’ll work closely with the Zonal Manager to maintain high standards and deliver a seamless guest journey.

Key Responsibilities

• Lead, coach, and support frontline colleagues to deliver exceptional guest service and operational standards.
• Conduct training sessions and performance reviews to develop team members.
• Monitor cleanliness, presentation, and safety across rides, shops, and other areas.
• Manage daily operations, including ride management, turnstiles, and guest services.
• Handle guest escalations, refunds, and operational disruptions efficiently.
• Complete key holder duties, including opening and closing and performing checklists.
• Perform Zonal Duty Manager responsibilities when required.
• Support operational spot checks to ensure service, efficiency, and safety standards.

Training

As part of the role, we expect our Waterpark Frontline Leads to have an understanding of our Pool Plant Room and in Training/Assessing new Lifeguards. As such we will provide training courses in the following areas.

• PPO (Pool Plant Operator)
• TA (Trainer Assessor Course)

Qualifications & Experience

• NPLQ (preferred)
• Experience in a customer‑facing role, ideally in a theme park, hospitality, or retail environment.
• Strong teamwork, reliability, and a positive attitude.
• Hands‑on approach with the ability to lead by example.
• Adaptable and flexible with priorities, including alternative shifts or ad hoc responsibilities.

Benefits

• ‘Enjoy the Ride’ Merlin Annual Passes – 6 in total per year, 1 for you, plus 5 to gift to loved ones!
• Merlin Magic Pass – 20 free tickets for you, your family and friends to enjoy all our Merlin Attractions across the world rising to 40 after a year’s service.
• 28 days holiday (including bank holidays)
• Private pension scheme
• 40% discount online off LEGO
• 25% discount in our on‑site retail shops and restaurants
• Ongoing training and development opportunities
• Plus, many more…

Pay Range

Compensation between GBP £13.20/Hr. – GBP £13.20/Hr.