Assistant Owner & Guest Experience Lead

Parkdean Resorts; Scarborough; On-site; GBP 20,000 - 24,000; Full time

Benefits offered by this job

Employee assistance programme

Holiday discounts 50% for you

Friends & family discount 25%

Team member discount 30%

Brand partner discounts

Job summary

Parkdean Resorts is seeking a proactive Assistant Owner & Guest Experience Manager to champion exceptional service for Owners and Guests across our parks. You will work with the Owner & Guest Experience Manager to maintain high standards, shape a welcoming reception, and support delivery, coaching and performance improvements.

This role requires a customer-focused mindset, experience in a frontline role, and the ability to lead a small team, including training and resolving enquiries.

Qualifications

• Experience in a customer-facing role
• Experience supervising a team in a service-led environment
• Strong customer-first approach and communication skills

Responsibilities

• Support day-to-day running of the Owner & Guest Experience function
• Create a warm, professional atmosphere in all customer-facing areas
• Act as point of escalation for owner and guest enquiries (phone, email, digital platforms, in person)
• Use guest and owner feedback to drive satisfaction and performance
• Support handling and resolution of complaints per company processes
• Identify opportunities to enhance the customer journey and maximise revenue
• Work with other departments to deliver a seamless guest and owner experience
• Plan and deliver owner and guest events and forums
• Complete accurate administration including bookings, arrivals, cash handling and record keeping
• Train and coach the team to maintain service standards
• Experience in leisure or hospitality and supervising a service-led team
• Strong commercial awareness to spot opportunities to enhance experience and revenue
• Excellent IT skills and multi-system operation
• Flexibility to work weekends, evenings and bank holidays

Skills

Customer service

Team leadership

Communication

IT systems

Job description

Parkdean Resorts is seeking a proactive Assistant Owner & Guest Experience Manager to champion exceptional service for Owners and Guests across our parks. You will work with the Owner & Guest Experience Manager to maintain high standards, shape a welcoming reception, and support delivery, coaching and performance improvements.

This role requires a customer-focused mindset, experience in a frontline role, and the ability to lead a small team, including training and resolving enquiries.