Guest Services Shift Manager

7 days ago

Minehead, Somerset, United Kingdom Butlin's Full time
Job Description

Job Summary:

The Guest Services Shift Manager will be responsible for ensuring the Guest Services Team deliver an exceptional guest experience to all guests visiting the resort.

This role will entail managing the Guest Services Team, ensuring seamless daily operations, and resolving guest inquiries, issues, and complaints in a timely and effective manner.

Key Responsibilities:

  • Resolve guest issues and ensure high guest satisfaction as measured by Net Promoter Score (NPS)
  • Foster a positive team environment reflected in the Employee Net Promoter Score (ENPS)
  • Handle the resolution of clean and fault-free (CAFF)-related matters
  • Oversee compensation management to ensure fair and timely outcomes
  • Monitor guest Net Promoter Scores (NPS) and use insights to enhance the guest experience
  • Ensure health and safety compliance within the team
  • Collaborate with the people team to boost engagement and retention

About You:

As the Guest Services Shift Manager, you will be responsible for overseeing Guest Service during your shift and ensuring seamless daily operations through prompt and effective resolution of guest inquiries, issues, and complaints.

This role entails documenting and prioritizing tasks in collaboration with the facilities and accommodation teams, fostering a positive and proactive approach to problem-solving based on feedback from guests and staff.

About Butlin's:

Butlin's is a leading provider of resort breaks, offering an Altogether More Entertaining and Fun Break to hundreds of thousands of guests each year.

We are committed to providing our guests with an exceptional experience, and we are seeking a skilled Guest Services Shift Manager to join our team.

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