Head of Experience

Join our team at the magnificent Greenacres holiday park in Wales. Ideally located between Black Rock Sands beach and Snowdonia National Park.Black Rock Sands, Morfa Bychan, Porthmadog Gwynedd LL49 9YF GBRJob Details Position: Head of Department – Head of ExperienceType: Full-Time/Permanent Bonus: Up to 25% Annual Bonus  Joinour One Great Team here at Haven as a Head of Experience leading the large ExperienceTeam: driving innovation and excellence to ensure that every Guest, Owner andTeam Member on our park has a great time with memories that last a lifetime.In thisrole, you'll be at the helm of the people centric Experience team, leading withclear direction and plenty of motivation. You'll inspire your team to hit theirgoals and keep up high standards by showing them how it’s done You'll behands-on with performance, offering feedback to help your team grow, tacklingany challenges, and supporting their development. Managing resources likebudgets and tools will be key to keeping things running smoothly. You'll alsobe the driving force behind fantastic guest, owner & team experiences. Asan advocate for change, you will be continuously improving how we support,interact and solve any issues that pop up. Plus, you'll make sure everythingstays safe, compliant, and on point with company policies.  KeyResponsibilities  Leadership: Provide strategic leadership to the Experience Team, setting clear goals andexpectations, and motivating the team to achieve positive results and develop afocussed team. Ensure all new team members receive an engaging 90-day inductionand training plan to set them up for growth with Haven.Guest experience: Interacting with guests, building trusted relationships withowners, and addressing both their needs and concerns. You will be responsiblefor handling escalated guest issues and ensuring that they are resolvedpromptly and satisfactorily and gathering and analysing guest feedback to makecontinuous improvements.Strategic Planning: Develop and implement strategic plans to achievedepartmental and organizational goals, including budgeting and resourceallocation.Team Management: Engage, educate, support, and appraise your team members,cultivating a workplace atmosphere that emphasises cooperative efforts,creativity, and career advancement.Performance Optimization: Continuously assess departmental performance andimplement improvements, ensuring efficient processes and high-quality outcomes.Assist your Team Managers in achieving annual sales growth and surpassingprofit targets by enhancing the on-Park experience for all. Stakeholder Engagement: Collaborate with internal and external stakeholders tobuild key  relationships, identifyopportunities for growth, influence leaders to drive change and ensure guestsatisfaction.Compliance: Ensure that all departmental activities adhere to relevant laws,regulations, and industry standards.Reporting:  Provide regular reports to senior management, highlightingdepartmental achievements, challenges, and future plans. Requirements   - Priorsenior-level experience within Customer service / operational/people role.Preferably within leisure industry-Experience of driving change with continuous improvement mindset- Demonstratingproven expertise in leadership and organization, with a strong ability toenhance team performance, foster personal growth, and develop a diverseworkforce.- Provenexpertise in developing strategic plans and addressing problems. -Effective communication and interpersonal skills. - Provenhistory of accomplishing goals within the department and across theorganisation. -Knowledge of industry trends, regulations, and best practices. - Commercialminded with evidence of successfully managing costs in line with exceptionaldelivery.- Highlyeffective at organising tasks with a focus on meticulous detail. -Proficient at making calculated choices and adeptly prioritisingresponsibilities, maintaining focus during busy periods WhatWe Offer  Attractive salary plus 25% annual bonus opportunity.  On-site accommodation, subject to availability and T&Cs. An inclusive, supportive work environment. Comprehensive training and ongoing support. Career development opportunities, including fully funded qualifications. Exclusive team perks, including up to 50% off on-park dining, 20% discounts on Haven Holidays and in-store purchases, free access to our facilities, savings at national brands and retailers, and so much more Howto Apply  To applyfor this role, click apply now and answer a few quick questions, which shouldtake about 5 minutes. Once submitted, a member of our team will reach out toyou. If successful, you'll be invited for an interview, where we’ll assess yourskills, experience, and suitability for the role. If yourequire any assistance or reasonable adjustments during the applicationprocess, please contact us at:  Diversity,equity, and inclusion are at the heart of who we are and what we do. Weencourage applications from all backgrounds, communities and industries and weare ready to discuss any reasonable adjustments or flexibility that you mayrequire, including whether a role can be full-time, part-time or a job-share.