Guest Experience Resolution Lead

Butlin's; Bognor Regis; On-site; GBP 26,000 - 33,000; Full time

Job summary

Butlin's in Bognor Regis is seeking a Guest Resolutions Supervisor to lead the Welcome Team, handle escalated guest issues and manage on-resort resolutions across the resort day and evening shifts.

You will resolve issues beyond central handling, coordinate accommodation actions, and ensure all escalated tasks from the Central Team are completed to a high standard, while maintaining guest satisfaction and accurate logging on PRiME.

Qualifications

• Experience in guest-facing roles within hospitality, tourism, leisure or customer service.
• Strong problem-solving skills with the ability to stay calm under pressure.
• Confidence supervising a team and leading from the front.
• Ability to resolve complaints empathetically while maintaining standards.
• Experience working with multiple departments and managing stakeholders.
• Strong written and verbal communication skills.
• Competency using digital systems (trackers, PRiME, radios, handhelds, booking systems).
• Ability to work evenings, weekends and peak periods.

Responsibilities

• Lead, coach and direct the Welcome Team and any allocated evening resolution staff.
• Deliver daily briefs, shift expectations and service standards.
• Monitor service levels, guest interactions and queue performance.
• Provide real-time feedback and ensure all team members understand the guest journey.
• Role-model Butlin’s Values and Leadership Behaviours at all times.
• Ensure all processes relating to incident handling, escalation and PRiME logging are followed.

Skills

Guest-facing roles

Hospitality experience

Problem solving

Team supervision

Customer complaint handling

Cross-department collaboration

Communication skills

Digital systems

Evenings & weekends

Job description

Butlin's in Bognor Regis is seeking a Guest Resolutions Supervisor to lead the Welcome Team, handle escalated guest issues and manage on-resort resolutions across the resort day and evening shifts.

You will resolve issues beyond central handling, coordinate accommodation actions, and ensure all escalated tasks from the Central Team are completed to a high standard, while maintaining guest satisfaction and accurate logging on PRiME.