We are looking for a Customer Services Manager to join the team at Bath Mill Lodge Retreat, one of Darwin Escapes' beautiful holiday destinations set within the picturesque countryside on the outskirts of the historic city of Bath.
This is a fantastic opportunity for someone with a passion for delivering exceptional guest experiences to lead our reception and guest services team, ensuring every guest receives a warm welcome and outstanding service throughout their stay.
This is a permanent, full-time position working 40 hours per week, across variable days including weekends and bank holidays. Flexibility is essential to meet the needs of the business.
About Bath Mill Lodge Retreat
Bath Mill Lodge Retreat offers luxury lodge accommodation in a peaceful countryside setting just minutes from the city of Bath. With stylish lodges, excellent on-site facilities and beautiful surroundings, the retreat provides guests with a relaxing and memorable holiday experience.
Our team plays a vital role in creating exceptional stays for our guests, ensuring high standards of service are delivered at all times.
About Darwin Escapes
Darwin Escapes has 18 unique holiday destinations across the United Kingdom, each offering beautiful locations, quality accommodation and fantastic guest experiences.
Whether you are looking for a role in food and beverage, grounds, maintenance, housekeeping, entertainment or management, Darwin Escapes offers opportunities to develop your career within a supportive and growing organisation.
The successful Customer Services Manager will:
• Lead and support the Customer Services team to deliver exceptional guest experiences at all times.
• Oversee the day-to-day operation of the reception and guest services department.
• Ensure all guest queries, requests and complaints are handled promptly, professionally and in line with company standards.
• Welcome arriving guests and ensure an efficient check-in and check-out process.
• Coordinate guest requests and special requirements, ensuring they are delivered effectively.
• Provide guests with information regarding resort facilities, local attractions and activities.
• Monitor customer feedback and identify opportunities to improve service delivery.
• Manage team rotas, training and performance to ensure departmental objectives are achieved.
• Support resort management in achieving operational and guest satisfaction targets.
• Ensure all administrative procedures, booking systems and guest records are maintained accurately.
• Maintain high standards of presentation, professionalism and customer care throughout the department.
• Work closely with all departments to ensure a seamless guest experience.
To be successful in this role you will have:
• Excellent communication and customer service skills.
• Previous experience in a supervisory or management role within hospitality, leisure, tourism or a customer-facing environment.
• Strong leadership and people management skills.
• The ability to manage guest concerns with professionalism, empathy and confidence.
• Strong organisational skills and attention to detail.
• A proactive approach and the ability to work effectively in a busy environment.
• Experience of managing team performance and developing colleagues.
• Good IT skills and experience using booking or reservation systems.
• A full driving licence and access to transport (advantageous due to the resort location).
What's In It For You
• Competitive rate of pay
• Enhanced holiday entitlement with the option to cash in a number of holidays per year
• Discounted staff breaks at Darwin Escapes holiday resorts across the UK
• Free use of resort facilities including many of our gyms and swimming pools
• Company sick pay*
• Employee Assistance Programme
• Free access to the Darwin Academy training programme to support your development
• Cycle to Work scheme
• MediCash healthcare cash plan
*Subject to terms and conditions
Why Work With Us
Darwin Escapes is successful because of our team. Our colleagues are dedicated, supportive and committed to delivering exceptional standards and memorable experiences for our guests.
If you are looking for an opportunity to lead a customer-focused team in a stunning location and play a key role in delivering outstanding guest experiences, we would love to hear from you.
About The Role
We are looking for a Customer Services Manager to join the team at Bath Mill Lodge Retreat. This is an exciting opportunity for a passionate and customer-focused individual to lead our reception and guest services team, ensuring every guest receives a warm welcome and exceptional service throughout their stay. The successful candidate will oversee the day-to-day operation of the department, support and develop team members, and work closely with other departments to deliver outstanding guest experiences. This is a permanent, full-time position working 40 hours per week, including weekends and bank holidays on a rota basis.
Required Criteria
* Right to work
Skills Needed
About The Company
A Darwin Escape is all about creating the perfect destination for our guests to relax, explore and make lasting memories. Whether guests are looking to unwind in peaceful countryside surroundings or enjoy a fun-filled break with family and friends, our resorts offer a variety of experiences designed to suit every type of holiday.
Across our resorts, we offer a range of accommodation, from luxury lodges with private hot tubs to spacious caravans and unique stays such as treehouses. Each location has its own character, facilities and atmosphere, but all share the same focus on delivering high standards of hospitality and memorable guest experiences.
Our beautifully maintained resorts feature excellent on-site facilities and welcoming environments where guests can relax, recharge or enjoy adventure and exploration in some of the UK’s most desirable locations.
Behind every great Darwin Escape is a dedicated team. Our colleagues play a vital role in ensuring every guest enjoys their stay, helping to create the friendly atmosphere and outstanding service that our resorts are known for.
Company Culture
At Darwin Escapes we believe our people are at the heart of everything we do. Our teams work together to create welcoming environments and memorable experiences for our guests across our resorts throughout the United Kingdom.
Each of our destinations has its own personality, from luxurious lodge retreats to family-focused resorts and peaceful countryside locations. While every resort is unique, all of our teams share the same commitment to delivering outstanding service and creating great experiences for our guests and holiday home owners.
We are proud to offer a friendly and supportive working environment where colleagues are encouraged to develop their skills and grow their careers. Whether you are starting your first role in hospitality or progressing into management, Darwin Escapes provides opportunities for development, training and career progression across our growing collection of resorts.
Wherever you join us, you will become part of a team that values professionalism, teamwork and pride in delivering exceptional service.
Company Benefits
At Darwin Escapes, we believe in supporting our people. That’s why we offer a range of benefits, training opportunities and perks across our resorts.
Vacation, Paid time off, Paid sick days, Retirement plan and/or pension, Employee development programs, Employee discounts, Gym membership or wellness programs, Free parking, Cycle to work, Referral bonus, Competitive salary, Discount on meals purchased, Discount on spa treatments or products, Free parking or Discounted parking, Employee Assistance Scheme, Progression opportunities, Bereavement leave
Salary
£13.00 per hour