Evening Guest Resolution Lead

Butlins; Arundel; On-site; GBP 24,000 - 32,000; Full time

Job summary

Butlins is seeking a Guest Resolution Supervisor to lead the Welcome Team, ensuring a seamless arrivals and day-visit experience. You will own escalated guest issues, coordinate accommodation tasks and provide evening problem-solving across the resort.

Ideal candidates bring hospitality experience, strong communication skills and a calm, solution-focused approach. The role requires flexibility to work evenings, weekends and peak periods in a busy resort environment.

Qualifications

• Experience in guest-facing roles within hospitality, tourism, leisure or customer service.
• Strong problem-solving skills with the ability to stay calm under pressure.
• Confidence supervising a team and leading from the front.
• Ability to resolve complaints empathetically while maintaining standards.
• Experience working with multiple departments and managing stakeholders.
• Strong written and verbal communication skills.
• Competency using digital systems (trackers, PRiME, radios, handhelds, booking systems).
• Ability to work evenings, weekends and peak periods.

Responsibilities

• Lead and supervise the Welcome Team ensuring fast, friendly and efficient guest arrivals and check-ins.
• Respond to escalated guest issues from Central Guest Services, owning the full resolution process.
• Coordinate accommodation tasks to resolve guest problems outside of changeover days
• Act as the evening point of contact for guest problem-solving across resort.
• Maintain high levels of guest satisfaction through fast, empathetic and solution-focused response.
• Ensure clear communication and logging on PRiME, trackers and handovers.

Skills

Guest-facing experience

Problem solving

Team leadership

Communication skills

Stakeholder management

Digital systems

Tools

PRiME

trackers

radios

handhelds

booking systems

Job description

Butlins is seeking a Guest Resolution Supervisor to lead the Welcome Team, ensuring a seamless arrivals and day-visit experience. You will own escalated guest issues, coordinate accommodation tasks and provide evening problem-solving across the resort.

Ideal candidates bring hospitality experience, strong communication skills and a calm, solution-focused approach. The role requires flexibility to work evenings, weekends and peak periods in a busy resort environment.