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Lead Guest Experience Transformation

2 months ago

Berwick, Northumberland, United Kingdom Haven Full time

About Haven

Haven is a leading provider of leisure and entertainment experiences, renowned for its commitment to creating unforgettable memories for guests and owners alike. As part of the esteemed Bourne Leisure family, we operate 39 beautiful seaside locations across the UK, each offering a unique blend of relaxation, adventure, and community.

The Role: Head of Guest Experience

We are seeking a visionary leader to spearhead our guest experience strategy. As Head of Guest Experience, you will play a pivotal role in shaping the overall guest journey, ensuring that every interaction exceeds expectations and leaves a lasting impression.

Key Responsibilities
  • Leadership & Team Development: Cultivate a high-performing team by setting clear goals, fostering collaboration, and providing ongoing mentorship and development opportunities.
  • Guest Engagement & Satisfaction: Build strong relationships with guests and owners, proactively addressing their needs and concerns. Analyze guest feedback to identify areas for improvement and implement solutions that enhance the overall experience.
  • Strategic Planning & Execution: Develop and execute comprehensive strategies to optimize guest satisfaction, operational efficiency, and revenue growth.
  • Performance Optimization: Continuously assess departmental performance, identifying opportunities for enhancement and driving process improvements. Collaborate with cross-functional teams to implement initiatives that elevate the guest experience.
  • Stakeholder Management: Build strong relationships with internal and external stakeholders, fostering a collaborative environment that supports our shared goals.
Qualifications & Experience

We are seeking an experienced leader with a proven track record of success in guest-centric roles.

  • Extensive experience leading and managing teams within a hospitality or customer service environment.
  • Demonstrated ability to develop and execute strategic plans that drive positive business outcomes.
  • Exceptional communication, interpersonal, and problem-solving skills.
  • Strong analytical and decision-making abilities.
  • A passion for delivering exceptional guest experiences and exceeding expectations.