Guest Experience Manager

PGL Travel, Ltd.; Aylesbury; In loco; GBP 28.000 - 36.000; Tempo pieno

Vantaggi offerti da questo lavoro

25 days annual leave

Birthday off

Volunteer days

Pension

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Leadership

Communication

Problem solving

Line management

Coaching/Mentoring

Formazione

Level 3 Leadership/Management/Education & Training

Descrizione del lavoro

Aylesbury, Buckinghamshire, United Kingdom

• Joining PGL's newest centre - due to open to guests for the first time early March 2027

Made by adventure

PGL isshaping the next generation through extraordinary residential adventures. Our award-winning programmes help children discover the fun of being outdoors, promote wellbeing, develop character, and build real-world skills for life.

We’re part of something bigger

We’reproud to be part of PGL Beyond, a network of educational travel brands which empowers young people to explore, grow and thrive – through exceptional experiences that go beyond the classroom. Together,we’remaking a difference.

Make a difference as a Guest Experience Manager

In this exciting role y ou will lead our activity & guest care teams to provide our customers a magical & memorable PGL experience from the moment they arrive, through to waving them goodbye… leaving them counting down the days until their next visit!

This position is actively involved on site, ensuring the happiness of our guests, overseeing our activities and ensuring our team is always providing an enjoyable and safe experience. This will be achieved through instilling a fun, friendly & supportive environment, and working in partnership with the on-site People & Culture team to ensure PGL is an incredible place to work, and to visit!

You’ll be leading our Guest Experience Team, including line management, supporting welfare and wellbeing, and identifying and facilitating career development & training opportunities. You’ll work collaboratively with the Lead Activity Specialist and Lead Activity Technician to ensure compliance with our standards across the centre.

You’ll also be comfortable working with data, able to analyse complex rotas, workforce planning, holidays and performance statistics relating to the team. You’ll be required to gather and analyse customer feedback, & implement innovations to keep PGL growing & improving for the future.

Is this you?

• A proven leader of people with superb organisational abilities and guest‑centric approach
• An approachable and effective communicator, able to develop successful working relationships with a variety of people and teams
• Enjoys problem solving and thrives when faced with a variety of challenges & deadlines
• Previous line management experience within guest care/activity delivery & able to coach/train/mentor teams
• Ideally hold a Level 3 or above in Leadership, Management, Education & Training qualification and a recognised First Aid qualification, though training can be provided.

Above all, it’s our core values of FUN, SAFETY, QUALITY, INCLUSIVITY, TEAMWORK and RESPECT that unite us.

A place to thrive

No matter your background, ethnicity, age, neurodivergence or anything else … PGL is a place to be yourself, have fun, use your valuable skills for good and celebrate what makes you brilliantly unique. Fair pay and benefits for all

• On top of your 25 days annual leave (+ 8 bank holidays), you’ll also enjoy yourbirthdayoff, have paidvolunteeringdays to help worthwhile causes and the option to purchase additional holiday.
• A career with ongoing growth, aideddevelopment, mentoring, multiple pathways and opportunities to work across different UK or French locations.
• 24/7 access to ourWellbeingHub alongside our Employee Assistance Program
• Sector leading family friendly policies and a contributorypension
• Access to our financial wellbeing platform where you canborrow or savedirectly from your salary.
• Free/discounted PGL breaksfor your family & discounts at 800+ retailers.

For any enquiries specific to this role please email [e-mail]

We hire the best talent and value a diverse, inclusive team; so, we are dedicated to ensuring our application process is accessible to everyone and are happy to provide helpful adjustments to make it easier to complete. Simply email or call us with detail around the adjustments you need.However, our top priority is the safety of the guests on our centres. Therefore, all centre based employees and some specific Head Office employees must undergo an Enhanced criminal record check (known as DBS or PVG), which we pay for. You will need to provide a 5-year address history and ID (such as passport/birth certificate). Convictions related to violence, drugs, or safeguarding may affect your application. Not all convictions will disqualify you, as we assess each case individually.