Butlin's
Guest Services Shift Manager - Enhancing Guest Experience with Strategic Guest Services (Hiring Immediately)
Job Location
Alcombe, United Kingdom
Job Description
### Description
**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.
****
### Key Responsibilities
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.
### About You
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.
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.
### Key Knowledge, Experience & Qualifications
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.
### About Butlins
At Butlin’s, we’re all about fun, excitement, and adventure by the bucketload!
For over 80 years we’ve been delighting hundreds of thousands of guests each
year, whether on a non-stop action family break or our epic Adult only Big
Weekenders.
Ask any of our team, past and present, and one of the best things they’ll say
about working at Butlin’s is our culture! We’re all about providing our guests
with an Altogether More Entertaining and Fun Break, brought to life through
our three mighty values.
So, if you want a role where you Create Smiles, where you aren’t afraid to Get
Stuck In and where the team genuinely Cares For Each Other – this could be the
perfect fit for you.
There has never been a more exciting time to join Butlin’s!
Location: Alcombe, GB
Posted Date: 11/28/2024
**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.
****
### Key Responsibilities
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.
### About You
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.
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.
### Key Knowledge, Experience & Qualifications
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.
### About Butlins
At Butlin’s, we’re all about fun, excitement, and adventure by the bucketload!
For over 80 years we’ve been delighting hundreds of thousands of guests each
year, whether on a non-stop action family break or our epic Adult only Big
Weekenders.
Ask any of our team, past and present, and one of the best things they’ll say
about working at Butlin’s is our culture! We’re all about providing our guests
with an Altogether More Entertaining and Fun Break, brought to life through
our three mighty values.
So, if you want a role where you Create Smiles, where you aren’t afraid to Get
Stuck In and where the team genuinely Cares For Each Other – this could be the
perfect fit for you.
There has never been a more exciting time to join Butlin’s!
Location: Alcombe, GB
Posted Date: 11/28/2024
Contact Information
| Contact | Human Resources Butlin's |
|---|