Guest Experience & Accommodations Lead

Butlin's; United Kingdom; Remote; GBP 60,000 - 90,000; Full time

Job summary

Butlin's in Bognor Regis is seeking a Head of Accommodation & Guest Services to lead a key department responsible for guest experience, cleanliness, and guest services queries. You will drive CAFF focus, improve NPS, and manage both accommodations and public areas with a strong emphasis on staff development and on-site problem resolution.

You will set departmental goals, manage budgets, work with cross-functional teams, and ensure smooth guest arrivals and efficient complaint handling on-site.

Qualifications

• Leadership experience in large teams.
• Strong people management and budget awareness.
• Operational knowledge in cleaning or soft services.

Responsibilities

• Accountable for guest accommodation cleaning and public area cleanliness across the resort.
• Lead the guest services team and resolve guest queries with a local on-site policy.
• Set goals and PDPs for direct leaders and implement succession plans.
• Collaborate with Resort Director and peers on escalation and budget management.

Job description

Butlin's in Bognor Regis is seeking a Head of Accommodation & Guest Services to lead a key department responsible for guest experience, cleanliness, and guest services queries. You will drive CAFF focus, improve NPS, and manage both accommodations and public areas with a strong emphasis on staff development and on-site problem resolution.

You will set departmental goals, manage budgets, work with cross-functional teams, and ensure smooth guest arrivals and efficient complaint handling on-site.