Description
Summary of Role Purpose
Are you ready to lead a team dedicated to creating unforgettable experiences? As the Guest Services Shift Manager, you will play a pivotal role in ensuring that our Guest Services Team delivers an exceptional experience to every guest visiting our resort.
The Guest Services Team is the heart of our operation, serving as the main point of contact for guests with questions, concerns, or requests. Whether it’s inquiries about accommodations, activities, or accessibility, you’ll be there to ensure every guest feels valued and heard.
In this role, you will collaborate closely with the wider Guest Services & Accommodation Team to proactively manage any issues that arise, always striving to enhance the guest experience.
Key Responsibilities
We are looking for a dynamic leader who will:
* Resolve guest issues and ensure high satisfaction levels, as measured by our Net Promoter Score (NPS).
* Foster a positive team environment, reflected in our Employee Net Promoter Score (ENPS).
* Handle clean and fault-free (CAFF)-related matters and oversee compensation management for fair and timely outcomes.
About You
As the Guest Services Shift Manager, you will oversee daily operations during your shift, ensuring seamless service through prompt resolution of guest inquiries and complaints.
Your role will involve:
* Documenting and prioritizing tasks in collaboration with facilities and accommodation teams.
* Fostering a proactive approach to problem-solving based on feedback from guests and staff.
We are seeking someone with:
* Extensive experience in Guest Services or Customer Service.
* A strong background in conflict resolution and assisting dissatisfied customers.
* Effective communication skills and the ability to adapt your style to different situations.
* An empathetic and understanding approach to guest interactions.
The ideal candidate will excel at managing multiple priorities, adapting quickly to changing demands, and leading, coaching, and motivating a team, especially during high-pressure periods. You will also monitor guest NPS, using insights to enhance the guest experience while ensuring health and safety compliance within your team.
About Butlin's
At Butlin’s, we’re all about fun, excitement, and adventure! For over 80 years, we’ve been delighting hundreds of thousands of guests each year, whether they’re enjoying a non-stop family break or our epic Adult-only Big Weekenders.
Our team members often say that one of the best things about working at Butlin’s is our vibrant culture! We’re committed to providing our guests with an Altogether More Entertaining and Fun Break, brought to life through our three core values.
If you’re looking for a role where you can Create Smiles, aren’t afraid to Get Stuck In, and where the team genuinely Cares For Each Other, this could be the perfect fit for you.
Join us at Butlin’s—there has never been a more exciting time to be part of our team!