Position: Guest Experience Manager
Type: Full-Time / FTC - Maternity Cover
Bonus: Up to 10% Annual Bonus
Join our One Great Team here at Haven as a Guest Experience Manager, where you’ll play a vital role in creating unforgettable memories for our guests and owners. This is an exciting opportunity to bring your leadership skills, customer focus, and passion for hospitality to a vibrant and dynamic environment!
In this role, you’ll be at the heart of an energetic Guest & Owner Experience team, leading with clear direction and plenty of motivation. You’ll inspire your team to hit their goals and keep up high standards by showing them how it’s done! You’ll be hands‑on with performance, offering feedback to help your team grow, tackling any challenges, and supporting their development. Managing resources like budgets and tools will be key to keeping things running smoothly. You’ll also be the driving force behind fantastic guest and owner experiences, continuously improving how we interact and solving any issues that pop up. Plus, you’ll make sure everything stays safe, compliant, and on point with company policies.
Key Responsibilities
* Team Leadership: Lead, motivate, and support the team to deliver excellent service and achieve targets.
* Guest Experience: Ensure top‑tier guest satisfaction by addressing concerns, improving service, and driving a welcoming atmosphere.
* Performance Management: Monitor individual and team performance, providing regular feedback, coaching, and conducting performance reviews.
* Resource Management: Oversee team scheduling, budgets, and resources to maximise efficiency and meet business needs.
* Compliance and Safety: Ensure all operations comply with health and safety regulations, company policies, and standards.
* Problem Solving: Quickly resolve any operational issues that arise, ensuring smooth day‑to‑day running.
* Training and Development: Support team development through ongoing training, mentoring, and creating growth opportunities.
Requirements
* Proven experience in roles such as Customer Service Manager, Guest Relations Manager, with a genuine passion for hospitality and customer service.
* Strong leadership and communication skills.
* Ability to work in a fast‑paced environment while maintaining attention to detail.
* Exceptional customer service and problem‑solving abilities.
* Knowledge of health and safety regulations.
* Strong organisational and multitasking skills.
* Experience in budgeting and financial management.
* Flexibility to work evenings, weekends, and holidays.
What We Offer
* An inclusive, supportive work environment.
* Comprehensive training and ongoing support.
* Career development opportunities, including fully funded qualifications.
* Exclusive team perks, including up to 50% off on-park dining, 20% discounts on Haven Holidays and in-store purchases, free access to our facilities, savings at national brands and retailers, and so much more!
We’re committed to fostering a diverse, equitable, and inclusive workplace, and we encourage applicants of all backgrounds to apply.
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