Director of Guest Experience & Accommodation Operations

Butlin's Conferences & Events; Skegness; On-site; GBP 55,000 - 75,000; Full time

Job summary

Butlin's in Skegness seeks a Head of Accommodation & Guest Services to oversee cleaning and guest services across the resort, driving CAFF standards and guest feedback improvements. The role partners with the Resort Director to resolve on-site issues and ensure exceptional guest experiences.

You will lead large teams in fast-paced settings, forecast costs, manage budgets, and develop PDPs and succession plans for direct reports, ensuring effective performance and engagement across departments.

Qualifications

• Experience leading large teams in fast-paced environments.
• Ability to forecast and manage costs in line with budgets.
• Experience in guest relations or customer service leadership.

Responsibilities

• Oversee guest accommodation cleaning and all public area cleaning across the resort.
• Lead the Guest Services team to resolve on-site guest queries and complaints.
• Drive the CAFF (Clean and Fault Free) approach and improve guest feedback and NPS growth.
• Coordinate with Maintenance, Facilities and Marketing to plan arrivals and forecast resource needs.
• Develop and monitor PDPs, succession plans and 90-day onboarding for new leaders.

Skills

Leadership

Guest services

Budget forecasting

People management

Job description

Butlin's in Skegness seeks a Head of Accommodation & Guest Services to oversee cleaning and guest services across the resort, driving CAFF standards and guest feedback improvements. The role partners with the Resort Director to resolve on-site issues and ensure exceptional guest experiences.

You will lead large teams in fast-paced settings, forecast costs, manage budgets, and develop PDPs and succession plans for direct reports, ensuring effective performance and engagement across departments.