Guest Resolution Manager
On-siteSkegness, England, United Kingdom
Job Summary
Lead the Guest Services & Day Visits Team to deliver exceptional guest experiences by acting as the primary point of contact for accommodation inquiries, activity questions, problem resolution, and accessibility requests. Drive sales by collaborating with marketing and retail leaders to communicate day visit presales and support demand rostering. Manage multiple priorities in fast-paced environments, coaching and motivating staff through regular 121s and annual reviews while upholding brand standards. Liaise closely with the Accommodation Team to proactively manage issues and ensure consistent guest delight across all shifts, including standard 8am–10pm coverage and DRM rotations until midnight.
Required Qualifications
- excellent level of experience in a previous guest services or customer facing role
- current experience in problem resolution and/or complaint handling
- empathetic and understanding approach in your communication approach
- previous experience in leading teams in fast paced guest-facing environments
- ability to effectively lead, coach and motivate team, even in times of high demand
- excellent communication skills
- ability to adapt communication styles for the right situation
- ability to manage multiple priorities
- ability to adapt quickly to changing requirements
- ability to drive standards
- ability to lead the team to excellence
- ability to incorporate all brand standards and Butlin's way of working
- ability to drive consistent brand standards
- ability to operate efficiently in everything you do
- ability to think on your feet
- 40 hours per week
- wide variety of shifts between 8am - 10pm
- opportunity of DRM shifts until 12:00am on a roster basis
Desired Qualifications
- real passion for leading by example
- inspiring others to deliver experiences that truly delight our guests
- advocate for your team's fulfilment at work
- having regular 121's and annual review discussions to support their development and career with Butlin's
- developing people
- passionate about delivering exceptional experiences to guests
- nurturing, training and coaching the team in a fun-filled environment
- guest obsessed
- passionate leader
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