Hybrid Guest Services Shift Manager bei Butlin's

Summary of Role Purpose

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.  

 

The Guest Services Team are the main point of contact for any questions, issues or concerns experienced by guests during their break. This can range from questions about accommodation and activities, complaints, accessibility requests and more.  

 

You will also liaise very closely with the wider Guest Services & Accommodation Team to manage any issues proactively that arise to ensure we can try and improve the experience for the guest.

We are looking for a candidate responsible for resolving guest issues, ensuring high guest satisfaction as measured by Net Promoter Score (NPS), and fostering a positive team environment reflected in the Employee Net Promoter Score (ENPS). 

Additionally, this role will handle the resolution of clean and fault-free (CAFF)-related matters and oversee compensation management to ensure fair and timely outcomes. 

As the Guest Services Shift Manager, your responsibility includes overseeing Guest Service during your shift and ensuring seamless daily operations through prompt and effective resolution of guest inquiries, issues, and complaints. 

The role entails documenting and prioritising 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.

For this position, we are seeking someone with extensive experience in Guest Services or Customer Service, along with a strong background in conflict resolution and assisting dissatisfied customers and guests. Effective communication and the ability to adapt communication styles to different situations are essential, as well as an empathetic and understanding approach.

The ideal candidate should be skilled in managing multiple priorities, adapting quickly to changing demands, and effectively leading, coaching, and motivating a team, especially during high-pressure periods.

Additionally, you will monitor guest Net Promoter Scores (NPS), using insights to enhance the guest experience, ensure health and safety compliance within your team, and collaborate with the people team to boost engagement and retention.