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Guest Services Operations Manager
2 months ago
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 involve managing the Guest Services Team during shifts, ensuring seamless daily operations, and resolving guest inquiries, issues, and complaints in a timely and effective manner.
The ideal candidate will have extensive experience in Guest Services or Customer Service, with a strong background in conflict resolution and assisting dissatisfied customers and guests.
Key Responsibilities:
- Manage the Guest Services Team during shifts to ensure exceptional guest experiences.
- Resolve guest inquiries, issues, and complaints in a timely and effective manner.
- Collaborate with the facilities and accommodation teams to ensure seamless daily operations.
- Document and prioritize tasks to ensure efficient use of time.
- 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:
The ideal candidate will have:
- Extensive experience in Guest Services or Customer Service.
- A strong background in conflict resolution and assisting dissatisfied customers and guests.
- Effective communication and adaptability in communication styles.
- An empathetic and understanding approach.
- Strong leadership and coaching skills.
- Ability to manage multiple priorities and adapt quickly to changing demands.
About Butlin's:
Butlin's is a leading resort and entertainment company that has been delighting hundreds of thousands of guests each year for over 80 years.
We are committed to providing our guests with an Altogether More Entertaining and Fun Break, brought to life through our three mighty values: Create Smiles, Get Stuck In, and Cares For Each Other.
