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Head of Experience

2 months ago

Berwick, Northumberland, United Kingdom Haven Full time
About the Role

We are seeking a highly skilled and experienced individual to join our Senior Leadership Team as the Head of Guest Experience. As a key member of our team, you will be responsible for leading a large team to continuously improve the guest and owner experience, ensuring every visitor to our park has a great time with memories that last a lifetime.

Key Responsibilities
  • Provide visionary leadership to the Experience team, setting clear goals and expectations, and motivating the team to achieve outstanding results and develop a high-performing team.
  • Interact with guests, build trusted relationships with owners, and address both their needs and concerns. You will be responsible for handling escalated guest issues and ensuring that they are resolved promptly and satisfactorily.
  • Develop and execute strategic plans to achieve departmental and organizational objectives, including budgeting and resource allocation.
  • Recruit, train, mentor, and evaluate your team's performance, fostering a culture of collaboration, innovation, and professional development.
  • Continuously assess departmental performance and implement improvements, ensuring efficient processes and high-quality outcomes.
What We Offer
  • 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)
Requirements
  • Previous experience at a senior level within a Guest/Customer-centric role/business
  • Strong leadership and management skills, with a proven ability to motivate and develop your team
  • Excellent strategic planning and problem-solving abilities
  • Exceptional communication and interpersonal skills
  • Demonstrated track record of achieving departmental and organizational goals
  • Knowledge of industry trends, regulations, and best practices
  • Budgeting and financial management experience
  • Strong organizational skills and attention to detail
  • Confident decision maker with ability to exercise sound judgement and manage conflicting priorities when under pressure
About Us

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.

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 Heads of Departments working hours are usually 45 hours per week over 5 days and likely to include evenings and weekends.

When invited to meet with us, the process may include 2-3 stages including interview, site visit and skills test depending on the role.