Guest Experience Lead - Centre Operations & Team

PGL Travel, Ltd.; Aylesbury; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 days annual leave

Birthday off

Volunteer days

Pension

Job summary

PGL Travel, Ltd. is seeking a Guest Experience Manager for our new centre in the UK. You will lead the activity and guest care teams to deliver a magical, memorable experience from arrival to departure, while upholding our safety and quality standards.

You will manage welfare, development and training opportunities, work with the on-site People & Culture team, and analyse rotas, holidays and performance metrics to drive continuous improvement in guest satisfaction.

Qualifications

• Proven leader with a guest-centric approach.
• Effective communicator capable of developing relationships across teams.
• Experience in line management within guest care/activity delivery.
• Ability to coach, train and mentor teams.

Responsibilities

• Lead the Guest Experience Team and on-site activity/guest care teams.
• Ensure guest happiness and safe, enjoyable experiences across activities.
• Collaborate with Lead Activity Specialist/Lead Technician to meet centre standards.
• Analyse complex rotas, workforce planning, holidays and performance statistics; act on customer feedback to drive improvements.

Skills

Leadership

Communication

Problem solving

Line management

Coaching/Mentoring

Education

Level 3 Leadership/Management/Education & Training

Job description

PGL Travel, Ltd. is seeking a Guest Experience Manager for our new centre in the UK. You will lead the activity and guest care teams to deliver a magical, memorable experience from arrival to departure, while upholding our safety and quality standards.

You will manage welfare, development and training opportunities, work with the on-site People & Culture team, and analyse rotas, holidays and performance metrics to drive continuous improvement in guest satisfaction.