Experience Team Leader

Unity Holidays; Crowle; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

25% off Food & Drink

50% off on shift

Team recognition schemes

Holiday discounts

Free leisure facilities access

Employee Assistance Programme

Career progression

Training and development

Stream platform discounts

Job summary

Unity Holidays is seeking an Experience Team Leader to support the day-to-day operation of Reception and to lead the Experience Team during shifts. You will help ensure a warm, efficient and professional service for Holiday Home Owners and Guests, with a focus on accurate bookings, payments, handovers and guest accounts.

The role requires confident, people-focused individuals who can lead by example, stay calm in busy periods and promote resort facilities and local attractions.

Qualifications

• Experience in a customer-facing role.
• Ability to support and guide colleagues within a team environment.
• Confident leading shifts and providing on-shift guidance.

Responsibilities

• Support the Experience Manager with the day-to-day operation of Reception.
• Act as a key point of support for the Experience Team during shifts.
• Step up to provide on-shift guidance when the Experience Manager is unavailable.
• Make appropriate decisions within the remit of the role and escalate when required.
• Ensure service, operational and presentation standards are maintained.

Skills

Customer-facing

Leadership

Communication

Team support

Problem solving

Job description

Are you ready to be part of something truly special?

Following a phenomenal first year of trading, Unity Holidaysis continuing to build on strong foundations to deliver the best Owner andGuest experience in the industry across our holiday parks.

At Unity Holidays, we are committed to recruitingindividuals who are passionate about people and exceptional service, and whothrive as part of an effective and collaborative team.

Our Experience Team plays a vital role in welcoming ourHoliday Home Owners and Guests, supporting them throughout their stay andensuring every interaction reflects the high standards we want Unity Holidaysto be known for.

We are looking for a confident and enthusiastic ExperienceTeam Leader to support the day-to-day operation of Reception at Unity Holidays.

Reporting to the Experience Manager, you will work alongsidethe team while providing guidance, support and on-shift leadership. You willhelp maintain excellent service, operational and presentation standards andstep up to support decision-making when required.

We want every Unity Holidays team member to have the bestteammates, so together we can build experiences where our core value ofTogetherness truly shines through.

We know without doubt that an industry-leading experiencestarts with our team. We set high standards of excellence, champion your Growththrough training, confidence and learning, and always celebrate a job welldone.

About You

• You’llbe a confident and approachable person with experience in acustomer-facing role.
• You’llenjoy working directly with Holiday Home Owners and Guests and helping tocreate a welcoming and positive experience.
• You’llbe comfortable supporting and guiding colleagues while remaining hands-onas part of the team.
• You’lllead by example through your attitude, professionalism and commitment toexcellent service.
• You’llbe organised and able to keep Reception running smoothly during busy orchallenging periods.
• You’llbe confident responding to Guest queries and complaints, resolving issueswhere possible and escalating appropriately when needed.
• You’llunderstand the importance of accurate bookings, payments, handovers andadministrative processes.
• You’llcommunicate clearly and work collaboratively with teams across the resort.
• You’llbe comfortable promoting accommodation, resort facilities, products andlocal attractions where appropriate.
• You’llbring energy, positivity and reliability to every shift.
• Previousexperience in a customer-facing role
• Strongcommunication and interpersonal skills
• Abilityto support and guide others within a team environment
• Confidencedealing with Guest queries and complaints
• Abilityto remain calm and organised in a busy, fast-paced environment
• Goodattention to detail and a commitment to accuracy
• Abilityto follow procedures and handle Guest information responsibly
• Apositive, professional and approachable manner
• Flexibilityto work shifts, including weekends, evenings and bank holidays
• Ateam player who demonstrates kindness, collaboration and respect

Previous experience acting as a senior team member or keyholder would be advantageous, as would experience in sales, upselling orworking within a holiday park, hotel, leisure or hospitality environment.

Key Responsibilities

• Supportthe Experience Manager with the day-to-day operation of Reception
• Actas a key point of support for the Experience Team during shifts
• Stepup to provide on-shift guidance when the Experience Manager is unavailable
• Makeappropriate decisions within the remit of the role and make more significant matters when required
• Ensureservice, operational and presentation standards are maintainedconsistently
• Workalongside the team to deliver a warm, efficient and professional service
• Supportteam members during busy or challenging periods
• Promotea positive, inclusive and supportive working environment
• Completeand oversee Reception tasks, checklists and administrative duties
• EnsureReception areas remain clean, organised and well presented
• Supportthe accurate handling of bookings, arrivals, departures and Guest accounts
• Ensurepayments, pre-authorisations and till processes are completed correctly
• Promotethe correct use of systems and compliance with data-handling requirements
• Respondto Guest and Owner queries promptly and professionally
• Supportthe resolution of complaints and ensure agreed actions are followedthrough
• Recordand elevate Guest issues where appropriate
• Promoteaccommodation options, resort facilities, products and local attractions
• Encouragethe team to identify appropriate sales and upselling opportunities
• Maintainclear and effective handovers between shifts
• Communicateprofessionally with Accommodation, Security and wider resort teams
• Supporta seamless Guest experience by working collaboratively across departments
• Followand promote company procedures relating to safeguarding, data protectionand health and safety
• DemonstrateUnity Holidays’ values of Growth, Passion and Togetherness in everyinteraction

Hours of Work

This role operates on a rota in line with the needs of theresort.

You will need to be flexible and available to work a rangeof shifts, including weekends, evenings and bank holidays, particularly duringpeak trading periods.

What We Offer

• Asupportive team environment in a busy and exciting resort
• 25%off Food & Drink for you, your friends and family, and 50% when onshift
• Teamrecognition schemes, including our monthly and annual Unity Championawards
• Holidaydiscounts across all Unity Holidays parks
• Freeuse of leisure facilities such as our pools and gym
• EmployeeAssistance Programme providing support with financial, health and legalmatters
• Opportunitiesfor career progression within a fresh and growing company
• Internaland external training and development opportunities
• Accessto Stream, our financial wellbeing platform, including UK-wide discountsand access to earned wages

About Unity Holidays

Unity Holidays is committed to creating unforgettableexperiences for our Owners and Guests, driven by a passionate team who worktogether to deliver excellence every day.