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. As an Owner & Guest Experience Manager, you'll own the full end-to-end experience, ensuring every guest and owner feels valued, supported and welcomed. You'll lead, coach and develop your team to deliver consistently brilliant service, while using insight and feedback to drive continuous improvement. You'll build strong relationships, oversee events and engagement activities, and work closely with wider park teams to deliver a seamless, joined-up customer experience at every touchpoint.
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
* The chance to develop your skills and boost your career across our 65 parks – we've got your back when it comes to training.
* Employee Assistance Programme – a 24/7 confidential helpline for counselling and support.
* A 50% discount for you and a 25% discount for friends and family when booking your holiday with us.
* A team member discount of 30% on everything from food to leisure activities.
* Discounts on partners such as Hello Fresh and local gyms.
Parkdean Resorts takes safeguarding seriously; therefore background checks, including DBS (or equivalent), will be carried out if appropriate.
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