Experience Team Leader

Unity Holidays; Greater Lincolnshire; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

25% food & drink discount

Holiday discounts

Free gym access

Employee assistance programme

Career progression

Training opportunities

Wellbeing platform discounts

Job summary

Unity Holidays is seeking an experienced Experience Team Leader to oversee Reception operations across our holiday parks. Reporting to the Experience Manager, you will guide and support the team, ensure high standards of service, and step in during busy periods.

You will welcome Holiday Home Owners and Guests, manage bookings and payments, and promote facilities and local attractions. The role requires a confident, customer-focused leader who can stay calm in a fast-paced environment and work

Qualifications

• Confident and approachable with customer-facing experience.
• Ability to welcome Holiday Home Owners and Guests and create a positive experience.
• Lead by example with professionalism and commitment to excellent service.
• Organised and able to keep Reception running smoothly during busy periods.
• Able to promote accommodation, resort facilities and local attractions.

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.
• Provide on-shift guidance when the Experience Manager is unavailable.
• Ensure service, operational and presentation standards are maintained.
• Promote a positive, inclusive and supportive working environment.
• Complete and oversee Reception tasks, checklists and administrative duties.
• Support the accurate handling of bookings, arrivals and Guest accounts.

Skills

Customer service

Communication skills

Team leadership

Problem solving

Shift flexibility

Job description

Are you ready to be part of something truly special?

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

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

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

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

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

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

We know without doubt that an industry-leading experience
starts with our team. We set high standards of excellence, champion your Growth
through training, confidence and learning, and always celebrate a job well
done.

About You

• You’ll
  be a confident and approachable person with experience in a
  customer-facing role.
• You’ll
  enjoy working directly with Holiday Home Owners and Guests and helping to
  create a welcoming and positive experience.
• You’ll
  be comfortable supporting and guiding colleagues while remaining hands-on
  as part of the team.
• You’ll
  lead by example through your attitude, professionalism and commitment to
  excellent service.
• You’ll
  be organised and able to keep Reception running smoothly during busy or
  challenging periods.
• You’ll
  be confident responding to Guest queries and complaints, resolving issues
  where possible and escalating appropriately when needed.
• You’ll
  understand the importance of accurate bookings, payments, handovers and
  administrative processes.
• You’ll
  communicate clearly and work collaboratively with teams across the resort.
• You’ll
  be comfortable promoting accommodation, resort facilities, products and
  local attractions where appropriate.
• You’ll
  bring energy, positivity and reliability to every shift.
• Previous
  experience in a customer-facing role
• Strong
  communication and interpersonal skills
• Ability
  to support and guide others within a team environment
• Confidence
  dealing with Guest queries and complaints
• Ability
  to remain calm and organised in a busy, fast-paced environment
• Good
  attention to detail and a commitment to accuracy
• Ability
  to follow procedures and handle Guest information responsibly
• A
  positive, professional and approachable manner
• Flexibility
  to work shifts, including weekends, evenings and bank holidays
• A
  team player who demonstrates kindness, collaboration and respect

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

Key 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 step up
  to provide on-shift guidance when the Experience Manager is unavailable
• Ensure
  service, operational and presentation standards are maintained
  consistently
• Work
  alongside the team to deliver a warm, efficient and professional service
• Support
  team members during busy or challenging periods
• Promote
  a positive, inclusive and supportive working environment
• Complete
  and oversee Reception tasks, checklists and administrative duties
• Ensure
  Reception areas remain clean, organised and well presented
• Support
  the accurate handling of bookings, arrivals, departures and Guest accounts
• Ensure
  payments, pre-authorisations and till processes are completed correctly
• Promote
  the correct use of systems and compliance with data-handling requirements
• Respond
  to Guest and Owner queries promptly and professionally
• Support
  the resolution of complaints and ensure agreed actions are followed
  through
• Record
  and escalated Guest issues where appropriate
• Promote
  accommodation options, resort facilities, products and local attractions
• Encourage
  the team to identify appropriate sales and upselling opportunities
• Maintain
  clear and effective handovers between shifts
• Communicate
  professionally with Accommodation, Security and wider resort teams
• Support
  a seamless Guest experience by working collaboratively across departments
• Follow
  and promote company procedures relating to safeguarding, data protection
  and health and safety
• Demonstrate
  Unity Holidays’ values of Growth, Passion and Togetherness in every
  interaction

Hours of Work

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

You will need to be flexible and available to work a range
of shifts, including weekends, evenings and bank holidays, particularly during
peak trading periods.

What We Offer

• A
  supportive team environment in a busy and exciting resort
• 25%
  off Food & Drink for you, your friends and family, and 50% when on
  shift
• Team
  recognition schemes, including our monthly and annual Unity Champion
  awards
• Holiday
  discounts across all Unity Holidays parks
• Free
  use of leisure facilities such as our pools and gym
• Employee
  Assistance Programme providing support with financial, health and legal
  matters
• Opportunities
  for career progression within a fresh and growing company
• Internal
  and external training and development opportunities
• Access
  to Stream, our financial wellbeing platform, including UK-wide discounts
  and access to earned wages

About Unity Holidays

Unity Holidays is committed to creating unforgettable
experiences for our Owners and Guests, driven by a passionate team who work
together to deliver excellence every day.

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