Guest Experience Team Manager

3 months ago

Alston, United Kingdom Haven Holidays Full time
Guest Experience Team Manager - Cumbria

Join our team at Lakeland Holiday Park located near the iconic Lake District in Cumbria with its glorious scenery - from vast lakes to the highest mountains in England.

Moor Lane, Flookburgh, Cumbria LA11 7LT GBR

Job Details

Come and join our One Great Team here at Haven as a Guest & Owners Team Manager

As part of our full time, permanent Experience Leadership Team, you will... 

- Oversee the day-to-day operation of the Guest & Owners experience on Park, following standard operating procedures ensuring a safe and secure environment for all
- Deliver our performance targets against budget, manage stock, margin and cost control
- Complete relevant administrative tasks including team Rota's, bookings and allocation management, Safety and Legislative compliance checks
- Respond to complaints both verbal and written including conflict resolution
- Drive continuous improvement, provide solutions to issues and set goals for growth
- Lead and coach the team ensuring they work productively and develop professionally
- Engage and inspire the team to always be Guest obsessed
- Effectively recruit and train new team

What's In It For You? - Free use of our Leisure Facilities, including swimming pool  - Up to 50% Discount off food on Park and 20% discount in our shops  - Opportunity to use our Corporate Box at the O2 Arena  - Fantastic Discounts with many national Brands & Retailers  - 20% Discount to you, your family & friends across Haven & Warner Leisure Hotels  - Reward & Recognition Schemes  - Training and development opportunities including fully funded qualifications  - Fantastic Health, Mind & Money Support Programme  
- Enhanced family friendly policies and pay* (eligibility criteria applied) 

Salary: Competitive plus Benefits, and the opportunity to earn up to 10% Annual Bonus

Experience and Qualifications 
You may already be a Customer Service Manager or Guest Relations Manager which is great. Or maybe you're an experienced Assistant Manager or Deputy Manager looking for the next step All we are looking for is...

- Proven experience leading large teams in a Customer Service or similar environment
- Experience in managing operations, performance, resources and cost control
- Can confidently deal with Guest concerns and resolve problems
- Excellent communication, organisational and leadership skills
- Strong decision-making ability

Who are we? 
We're part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead. 

What's it like to work with us? 
Working with us is ultimately defined by our exceptional people and teams. At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritise openness and transparency in our interactions allowing our team members to be their authentic selves.

We aim to offer flexibility where we can, our Team Managers working hours are usually 45 hours per week over 5 days and could include evenings and weekends.

We would love to hear from you 
If you would like to apply for this role, click apply now. We will ask you a few questions which may take around 5 minutes, then click submit and one of the Team will be in touch. 

What can you expect during the recruitment process? 
When invited to meet with us, you will have an interview and either a practical assessment or a skills test, depending on the role. If you require any support or reasonable adjustments to help you perform at your best during this process, please let us know.

Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part-time or a job-share. 

We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at resourcingteam@bourne-leisure.co.uk

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