This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.
Guest Services Shift Manager
Application Deadline: 23 July 2025
Department: Accommodation & Guest Services
Employment Type: Permanent - Full Time
Location: Minehead
Description
Summary of Role Purpose
The Guest Services Shift Manager will be responsible for ensuring the Guest Services Team delivers an exceptional guest experience to all guests visiting the resort.
The Guest Services Team is the main point of contact for any questions, issues, or concerns experienced by guests during their stay. This includes inquiries about accommodation, activities, complaints, accessibility requests, and more.
You will liaise closely with the wider Guest Services & Accommodation Team to proactively manage any issues that arise, aiming to improve the guest experience.
Key Responsibilities
Responsibilities include resolving guest issues, ensuring high guest satisfaction as measured by Net Promoter Score (NPS), and fostering a positive team environment reflected in the Employee Net Promoter Score (ENPS).
This role also involves handling clean and fault-free (CAFF) related matters and overseeing compensation management to ensure fair and timely resolutions.
About You
You will oversee Guest Service operations during your shift, ensuring seamless daily activities through prompt resolution of guest inquiries, issues, and complaints.
The role requires documenting and prioritizing tasks collaboratively with facilities and accommodation teams, and fostering a proactive approach to problem-solving based on feedback from guests and staff.
We seek someone with extensive experience in Guest Services or Customer Service, with a strong background in conflict resolution and assisting dissatisfied customers and guests. Effective communication, adaptability, empathy, and understanding are essential.
The ideal candidate should manage multiple priorities, adapt quickly to changing demands, and lead, coach, and motivate a team, especially during high-pressure periods.
You will also monitor guest NPS scores, use insights to enhance the guest experience, ensure health and safety compliance, and collaborate with the people team to boost engagement and retention.
#J-18808-Ljbffr