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Head Of Experience

1 month ago

Ayr, United Kingdom Haven Full time

Join our team at Craig Tara located on the spectacular coast of West Scotland with its sandy beaches and beautiful mountains of Arran across the sea.
Dunure Road, Ayr KA7 4LB GBR Job Details Come and join our One Great Team here at Haven as a Head of Experience
As part of the SeniorLeadership Team on Park, as Head of Experience you will beresponsible leading a large ExperienceTeam to continuously improve the Team, Guestand Owner experience, ensuring every visitor to our park has a greattime with memories that last a lifetime.
KeyRole Responsibilities Leadership: Provide visionary leadership to the Experience team, settingclear goals and expectations, and motivating the team to achieve outstandingresults and develop a high performing Team.
Ensure all new team members receive anengaging 90-day induction and training plan to set them up for success withHaven.
Guestexperience: Interactingwith guests, building trusted relationships with owners, and addressing boththeir needs and concerns.
You will be responsible for handling escalated guestissues and ensuring that they are resolved promptly and satisfactorily andgathering and analysing guest feedback to make continuous improvements.
StrategicPlanning: Develop andexecute strategic plans to achieve departmental and organizational objectives,including budgeting and resource allocation.
TeamManagement: Recruit,train, mentor, and evaluate your teams performance, fostering a culture ofcollaboration, innovation, and professional development.
PerformanceOptimization: Continuously assess departmental performance and implement improvements,ensuring efficient processes and high-quality outcomes.
Supporting your TeamManagers in gathering feedback, to engage andinfluence Park and Central Teams to develop and deliver experienceimprovement plans.
StakeholderEngagement: Collaboratewith internal and external stakeholders to build strong relationships, identifyopportunities for growth, and ensure guest satisfaction.
Compliance: Ensure that all departmental activities adhere to relevant laws,regulations, and industry standards.
Reporting: Provide regular reports to senior management, highlighting departmentalachievements, challenges, and future plans.
What's In It For You?
- 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)  SALARY: HighlyCompetitive + up to 25% Annual Bonus Experience and Qualifications  What we are looking for is… - 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 Who are we?
We're part of an award-winning Bourne Leisure family,which includes Haven & Warner Hotels.
We have 9,000 fantastic team membersand 39 beautiful seaside locations and our HQ based in Hemel Hempstead.
What's it like to work with us?
Working with us is ultimately defined by ourexceptional people and teams.
At Haven, we take pride in our Breath of FreshAir culture, which focuses on valuing and supporting every team member.
Weprioritise openness and transparency in our interactions allowing our teammembers to be their authentic selves.
We aim to offer flexibility where we can, ourHeads of Departments working hours are usually 45 hours per week over 5 daysand likely to include evenings and weekends.
What can you expect during the recruitmentprocess?
When invited to meet with us, the process may include2-3 stages including interview, site visit and skills test depending on therole.
If you require any support or reasonable adjustments to help you performat your best during this process, please let us know.
Diversity,equity, and inclusion are at the heart of who we are and what we do.
Ourcommitment to these values is unwavering and they are central to our mission.We encourage applications from all backgrounds, communities and industries andwe are happy to discuss any reasonable adjustments or flexibility that you mayrequire, including whether a role can be part-time or a job-share.
Wegenuinely care about every candidate's experience during the recruitmentprocess and are here to provide support where we can.
If you require anyassistance or reasonable adjustments while applying, please don't hesitate toreach out to us at