Overview
We're looking for an inspiring, guest-focused Owner & Guest Experience Manager to champion outstanding service and elevate the complete journey for both Holiday Home Owners and Guests, from their first hello to their final farewell. If you're passionate about creating memorable experiences, driving improvements, and leading high‑performing teams, this role offers an exciting opportunity to make a big impact.
Responsibilities
* Act as the voice of the customer – using owner and guest feedback, insight and reviews to shape improvements.
* Analyse data and trends to identify emerging issues and opportunities to elevate service standards.
* Lead action plans that reduce escalations and enhance satisfaction scores.
* Recruit, inspire, train and develop a high‑performing customer‑focused team.
* Create a positive, supportive culture where colleagues feel confident and motivated.
* Lead by example, consistently demonstrating our values and service standards.
* Take full accountability for managing and resolving owner and guest complaints in line with company policies.
* Support the delivery of customer‑focused events and initiatives to strengthen engagement.
* Plan, schedule and deliver a broad range of owner and guest events – forums, drop‑ins, social activities and more.
* Work collaboratively with all park teams and central support functions to maintain consistency across the entire journey.
Qualifications
* Proven experience managing and developing a customer‑focused team.
* Strong relationship‑building skills with internal and external stakeholders.
* Good commercial awareness and understanding of how service excellence drives revenue.
* Excellent written and digital communication skills for guest‑facing communication.
* Flexibility to work varied hours including weekends, evenings and bank holidays.
* A proactive, solution‑focused approach with a passion for delivering outstanding experiences.
Benefits
* Career development across 65 parks – training and support from the organisation.
* Employee Assistance Programme with a 24/7 confidential helpline for counselling and support.
* 50% discount for yourself and 25% discount for friends and family when booking holidays.
* 30% team member discount on food, drinks, and leisure activities.
* Additional discounts on meal kits, local gyms and other brands.
Parkdean Resorts takes safeguarding seriously; therefore, background checks including DBS (or equivalent) will be carried out if appropriate. We want to create an environment where people feel safe and comfortable to discuss disability and we can provide reasonable adjustments as part of the recruitment process.
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