ROLE Summary:

The Accommodations Manager oversees the daily operations of the accommodations team, ensuring the highest levels of guest satisfaction, operational efficiency, and compliance with health, safety, and brand standards. This role is responsible for leading and developing a motivated, high-performing team across front office, housekeeping, reservations, valet and lobby management, public areas, retail and overnight operations.

The Accommodations Manager plays a key role in maintaining and enhancing operational standards, safeguarding revenue through profit protection and PCI compliance, and providing administrative oversight of property management systems, task management tools, reports, and auditing. Working collaboratively with resort partners—including food & beverage, entertainment, pool operations, security, marketing, and sales—they deliver seamless guest experiences while driving process improvements, achieving financial targets, and fostering team engagement and development through effective leadership

Operational Excellence:

• Lead the daily operations of accommodations including front office, housekeeping, reservations, and overnight operations.
• Ensure facilities are maintained to brand standards of cleanliness, safety, and presentation.
• Manage and monitor property management systems, task management tools, and night audit processes.
• Serve as the primary liaison for resort functions (F&B, entertainment, pool operations, security, sales, and marketing).
• Collaborate with Business Support functions on inventory, collateral, and departmental purchasing in line with budget and policy.
• Support adherence to revenue protection practices, including PCI compliance and profit protection.
• Provide balanced leadership to the day and night teams, ensuring coverage during evenings, weekends, and on-call as required.
• Partner with the Revenue Manager on night audit accuracy, revenue reporting, and billing processes.
• Identify additional revenue opportunities and provide input into sales and marketing initiatives.
• Perform other duties as assigned to support the business needs of the resort.

Team Leadership & Development:

• Lead, coach, and develop a multi-level accommodations team, fostering accountability, engagement, and growth.
• Conduct regular performance reviews, set clear goals, and provide constructive feedback.
• Drive team training plans, ensuring compliance and skill development are consistently achieved.
• Recognize and celebrate team achievements, while addressing performance concerns effectively.
• Promote a collaborative, positive, and inclusive workplace aligned with Merlin’s values.

Guest Experience:

• Actively monitor and respond to guest feedback, surveys, and online reviews to drive service excellence.
• Resolve guest issues with a focus on service recovery, minimizing compensation while maximizing satisfaction.
• Partner with Guest Experience teams to develop action plans that address recurring challenges and improve the guest journey.
• Support guest-facing entertainment, F&B, and leisure experiences through effective coordination with resort stakeholders.

Health & Safety:

• Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy.
• Understand risk assessments and ensure reporting of any new risks as appropriate.
• In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner.
• Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager.

Skills and Competencies

Guest-Centric Approach: Dedicated to exceeding guest expectations and delivering exceptional experiences.

Leadership and People Development: Skilled at mentoring and inspiring teams, driving accountability, and fostering a culture of excellence.

Operational Expertise: Strong knowledge of accommodation management practices, including housekeeping and front office operations.

Analytical Thinking: Ability to use data to inform decisions and optimize operations effectively.

Communication Skills: Excellent verbal and written skills to engage with staff, guests, and stakeholders at all levels.

Continuous Improvement Mindset: Proficient in identifying opportunities for process optimization and leading change initiatives.

Behaviours 

A Merlin job is like no other. Our values—Own Your Craft, Go Together, Enjoy the Ride, Drive & Discover, and We Care—guide the behaviours that set us apart. By living these values, we bring joy, create connections, and make lasting memories for our guests, while fostering a positive and supportive environment where everyone can thrive. 

Own Your Craft:  

• Continuously sharpen your expertise, seek personal growth, and help others to develop in their roles.
• Actively listen to feedback and integrate it into improving performance.
• Stay curious and draw inspiration from both industry and the broader world to keep at the cutting edge of entertainment. 

Go Together:  

• Foster strong, trusting relationships by collaborating with colleagues across teams, locations, and cultures.
• Work together to solve problems, leveraging diverse perspectives to find the best solutions.
• Commit to decisions once made, and act swiftly to drive progress and deliver results.

Enjoy the Ride: 

• Bring a sense of fun, positivity, and energy to the workplace, creating a joyful environment.
• Support and encourage others during challenges, viewing setbacks as opportunities to learn and grow.
• Cultivate a welcoming atmosphere where people feel valued, included, and like they belong.

Drive & Discover: 

• Take ownership of your work, delivering excellence by seeing tasks through to completion. 
• Prioritise tasks that have the greatest impact, focusing on quality over quantity. 
• Pro-actively explore new opportunities to improve guest experiences, taking calculated risks to drive innovation. 

We Care:  

• Go above and beyond for both guests and colleagues, showing thoughtfulness in every interaction. 
• Uphold uncompromising standards of safety, security, and welfare, prioritising the well-being of everyone. 
• Actively contribute to making a positive impact on the environment and local communities, demonstrating social responsibility in all decisions. 

• Excellent health care options (medical, dental, and vision that encourage preventative care).
• Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.
• Merlin Magic Pass for friends and family to enjoy the parks & attractions
• Recognition Programs and Rewards
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities