Chief Guest Experience & Accommodation

Butlin's View All Jobs; Skegness; On-site; GBP 70,000 - 90,000; Full time

Job summary

Butlin's is seeking a Head of Accommodation & Guest Services to lead the resort's guest services and cleaning operations, ensuring top standards across accommodation and public areas. You will drive the CAFF approach, manage guest feedback, and oversee escalation of complaints with the Resort Director and peers.

Responsibilities include planning arrivals, coordinating with marketing teams, managing refurbishment planning, and developing PDPs for leaders while ensuring budget alignment and staff

Responsibilities

• Lead guest services and cleaning across the resort to ensure high standards.
• Drive CAFF (Clean and Fault Free) approach for accommodation and identify guest feedback opportunities.
• Own strategies to improve guest experience and manage on-site complaint resolution.
• Plan arrivals, coordinate with proposition and pre-arrival marketing teams to meet guest needs.
• Oversee refurbishment planning, CAPEX awareness, and H&S compliance.
• Provide coaching, set goals, and develop PDPs for direct leaders and teams.

Job description

Butlin's is seeking a Head of Accommodation & Guest Services to lead the resort's guest services and cleaning operations, ensuring top standards across accommodation and public areas. You will drive the CAFF approach, manage guest feedback, and oversee escalation of complaints with the Resort Director and peers.

Responsibilities include planning arrivals, coordinating with marketing teams, managing refurbishment planning, and developing PDPs for leaders while ensuring budget alignment and staff