Senior Manager

2 weeks ago

Bognor Regis, West Sussex, United Kingdom Butlin's Full time
About the Role

The Senior Manager for Accommodation & Guest Services will be responsible for ensuring the smooth planning and delivery of a department that promotes the highest operational standards within Resort cleanliness and accommodation cleanliness. This role will drive problem resolution through our Guest Services department, ensuring the highest level of guest satisfaction.

Key Responsibilities
  • Hold accountability for all guest accommodation cleaning and all public area cleaning across the resort.
  • Lead the Guest Services team in dealing with all guest services queries, focusing on accommodation-related issues.
  • Ensure a smooth arrival process by working with proposition and pre-arrival marketing teams to plan and review guests' needs.
  • Manage proactive query and complaint resolution, escalating complex guest queries as necessary.
  • Work closely with the Senior Manager Facilities to log maintenance and room issues, planning and forecasting to resolve problems efficiently.
  • Collaborate with the allocations and yield team to ensure awareness of arrival numbers and specific requirements.
  • Manage the operational refurbishment processes, working alongside central support teams and understanding Capex Plans and H&S Compliance.
  • Set clear goals and PDPs for direct leaders, providing feedback and clear succession plans.
  • Monitor engagement levels and work with the people team to identify opportunities to drive engagement and retention.
About You

You should have an excellent level of operational knowledge in cleaning or soft services, with hands-on experience in a guest relations or customer service leader role. You should be able to manage multiple priorities, adapt quickly to changing requirements, and lead a mixture of permanent and temporary teams to deliver excellent standards.

About Butlin's

At Butlin's, we're all about fun, excitement, and adventure by the bucketload. We're a company that values our culture, 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.

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