Experience Guest & Owner Relations Manager

Haven Holidays; Kings Langley; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading holiday provider in Hertfordshire is seeking a Guest & Owner Relations Manager to oversee guest and owner complaint resolutions while ensuring service recovery. The ideal candidate will have strong hospitality experience and leadership skills. Responsibilities include developing recovery frameworks and building relationships with stakeholders. The role offers a hybrid working model, competitive salary, annual bonus, and various employee benefits, including discounts on holidays.

Benefits

Holiday Buy Scheme

Annual bonus

Discount on holidays

Wellbeing support

Access to corporate box at events

Learning and Development opportunities

Qualifications

• Strong understanding of business and its audiences.
• Proven experience in managing complex cases.
• Significant hospitality industry experience.

Responsibilities

• Lead resolution of guest and owner complaints.
• Develop and maintain the service recovery framework.
• Build relationships with key stakeholders.
• Deliver insightful reporting on complaint trends.
• Provide leadership for the Guest & Owner Relations team.

Skills

People management

Problem-solving

Communication

Negotiation

Analytical mindset

Job description

At Haven, every guest and owner experience matters.

Job Title & Location

• Experience Guest & Owner Relations Manager - Hertfordshire
• Experience Guest & Owner Relations Manager
• Hemel Hempstead, Hybrid (3 days / week in office)
• Annual salary + bonus and benefits

As our Guest & Owner Relations Manager, you'll play a pivotal role in protecting our brand and strengthening loyalty by leading the end‑to‑end resolution of complex complaints with care, pace, and sound commercial judgement.

Acting as a trusted senior expert, you'll set the standard for service recovery across our parks, Contact Centre and Support teams—working closely with Park General Managers and senior stakeholders to drive consistency, first‑time resolution and meaningful improvements.

This is a high‑impact leadership role where insight, collaboration and purpose come together to shape how we listen, respond and continually raise the bar for our guest and owner experience.

What you will be doing

• Leading the organisation, prioritisation, and resolution of guest and owner complaints, ensuring timely, expert handling of complex cases while promoting a first‑time resolution culture that balances satisfaction with commercial integrity.
• Developing and maintaining the service recovery framework, ensuring consistent policy application, regulatory compliance, and acting as the subject‑matter expert on complaint handling and dispute resolution.
• Building strong relationships with key stakeholders across Parks, Central teams, and commercial functions to coordinate rapid decision‑making and aligned responses to guest and owner issues.
• Delivering insightful reporting and analysis on complaint trends and root causes, driving continuous improvement, risk mitigation, and strategic input into the guest experience and seasonal planning.
• Providing people leadership for the Guest & Owner Relations team, fostering capability development, consistent service recovery standards, and supporting training across Parks and Central teams.

What we'd like you to bring

• Strong understanding of the business, its audiences, and broad knowledge of all functions and their interdependencies.
• Proven people‑management skills, including coaching, performance management, and stakeholder engagement at senior leadership levels.
• Demonstrable experience handling complex, escalated, and sensitive cases, with excellent problem‑solving, negotiation, and communication skills.
• Significant hospitality industry experience, especially in guest services or front office roles, with an analytical mindset and the ability to use data for continuous improvement.
• Comfortable working in a multi‑site or matrix organisation, with previous line‑management experience and the ability to remain calm, resilient, and decisive under pressure.

What's In It For You

• Holiday Buy Scheme
• Annual bonus
• Up to 75% discount on both Haven and Warner Hotels holiday for you, family and friends
• Comprehensive wellbeing support
• Access to the Bourne Leisure corporate box at the O2 Arena, London
• Exclusive discounts with corporate partners
• Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees
• Enhanced family‑friendly policies and pay (eligibility criteria applied)

Who are we

We're part of an award‑winning Bourne Leisure family, which includes Haven & Warner Hotels.

We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead.

What's it like to work with us

Working with us is ultimately defined by our exceptional people and teams.

At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member.

We prioritise openness and transparency in our interactions allowing our team members to be their authentic selves.

We operate a hybrid working model, meaning 50% of your working week will be spent at the office, occasionally on Park, or at external events.

What can you expect during the recruitment process

The interview process will be up to 3 stages and may contain a presentation or skills test, depending on the role.

If you require any support or reasonable adjustments to help you perform at your best during this process, please let us know.

Diversity, equity, and inclusion

Diversity, equity, and inclusion are at the heart of who we are and what we do.

Our commitment to these values is unwavering and they are central to our mission.

We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part‑time or a job‑share.

We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can.

If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at [e-mail].