Assistant Owner & Guest Experience Manager

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

Be part of the team that creates unforgettable holidays and a first-class ownership experience! We're looking for a proactive, people-focused Assistant Owner & Guest Experience Manager to help deliver exceptional service to both our Owners and our Guests. If you're passionate about customer care, thrive in a fast-paced environment, and love supporting teams to deliver their best, this role offers an exciting opportunity to make a meaningful impact. As an Assistant Owner & Guest Experience Manager, you'll work closely with the Owner & Guest Experience Manager to champion high standards across the customer journey - from warm welcomes at reception to last impressions on departure. You'll help shape a positive, welcoming environment while supporting service delivery, team development and performance improvement across the park. You'll act as a role model for exceptional service, ensuring owners and guests receive consistent, personalised and memorable experiences throughout their stay.

What you will be doing

• Support the day-to-day running of the Owner & Guest Experience function.
• Create a warm, professional atmosphere in all customer-facing areas.
• Act as a point of escalation for owner and guest enquiries - across phone, email, digital platforms, and in-person interactions.
• Use guest and owner insight, feedback and data to help improve satisfaction and overall performance.
• Support the handling and resolution of complaints in line with company processes.
• Identify opportunities to enhance the customer journey, supporting retention and maximising revenue where appropriate.
• Work with other departments to deliver a seamless, joined-up guest and owner experience across the park.
• Support the planning and delivery of owner and guest events, including forums, drop-ins and social activities.
• Complete accurate administration such as bookings, arrivals processes, cash handling, reconciliations and record keeping.
• Support with training, coaching and developing the team to ensure consistent service standards.
• Experience in a customer-facing role, ideally in leisure or hospitality.
• Experience supporting or supervising a team in a service-led environment.
• A strong customer-first approach, with confidence in handling queries and complaints.
• Good commercial awareness and the ability to spot opportunities to enhance experience and revenue.
• Excellent IT skills and confidence working across multiple systems.
• Flexibility to work weekends, evenings and bank holidays where needed.
• Strong communication and relationship-building skills.

So, why Parkdean Resorts?

Well, besides the one-of-a-kind team culture, stunning locations across the UK, and the chance to work with the UK's largest holiday park organisation, we can offer:

• The chance to develop your skills and boost your career across our 65 parks - we've got your back when it comes to training!
• You're never on your own with our Employee Assistance Programme! It comes with a 24/7 confidential helpline for counselling and support - because your wellbeing is our top priority.
• 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%, available on everything from fabulous food to delicious drinks and even our fun leisure activities.
• Score awesome discounts! From tasty meal kits like Hello Fresh to your favourite local gyms, we've got deals on lots of brands just for you.

We want to be a force for good and caring for our parks, people, and planet is a natural component of the way we do business. We celebrate our people, communities and natural environment, enabling us to enhance the amazing memories we create for many years to come. Are we the right fit for you? At Parkdean Resorts, every park is a place to start something great; a place where you can develop your skills, take on new challenges, and thrive alongside a team that supports you every step of the way. Our parks create meaningful memories for our guests and know that great service is more than a smile - it's understanding the value of every moment. Because it's not just what we do, it's who we are.

Parkdean Resorts takes safeguarding seriously therefore background checks including DBS (or equivalent) will be carried out if appropriate.