Guest Experience Manager

Pgl Travel; Aylesbury; On-site; GBP 31,000 - 38,000; Full time

Benefits offered by this job

Optional accommodation

Job summary

PGL Travel in Aylesbury is seeking a Guest Experience Manager to lead our activity and guest care teams, ensuring a magical and memorable experience from arrival to departure.

You will manage on-site activities, welfare and performance data, and collaborate with People & Culture to maintain a safe, fun environment. You’ll develop team skills and drive improvements across the centre.

Job description

Guest Experience Manager

Where: Aylesbury

Contracted hours: Full Time

Job Type: Permanent

Pay: £34,553.00, Per Annum

Optional Accommodation: Yes

Made by adventure

PGL is shaping 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. Will you join the adventure?

We're part of something bigger

We're proud 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're making a difference.

Make a difference as a Guest Experience Manager

In this exciting role you 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 your birthday off, have paid volunteering days to help worthwhile causes and the option to purchase additional holiday.
• A career with ongoing growth, aided development, mentoring, multiple pathways and opportunities to work across different UK or French locations.
• 24/7 access to our Wellbeing Hub alongside our Employee Assistance Program
• Sector leading family friendly policies and a contributory pension
• Access to our financial wellbeing platform where you can borrow or save directly from your salary.
• Free/discounted PGL breaks for your family & discounts at 800+ retailers.