Guest Experience & Resolution Lead

Butlin's; Bognor Regis; On-site; GBP 26,000 - 34,000; Full time

Job summary

Butlin's in Bognor Regis is seeking a Guest Resolutions Supervisor to lead the Welcome Team and own escalated guest issues onsite. You will coordinate accommodation actions and ensure swift, empathetic resolutions across arrivals, day visits and evening operations.

The role focuses on delivering exceptional guest experiences, maintaining logs, and collaborating with Central Guest Services to close cases to a high standard.

Qualifications

• Experience in guest-facing roles within hospitality, tourism, leisure or customer service.
• Strong problem-solving skills and ability to stay calm under pressure.
• Experience supervising a team and leading from the front.
• Excellent written and verbal communication.

Responsibilities

• Lead and supervise the Welcome Team to ensure fast, friendly arrivals and check-ins.
• Respond to escalated guest issues from Central Guest Services.
• Coordinate accommodation tasks and manage on-resort problem resolution.
• Act as the evening point of contact for guest problem-solving across resort.
• Maintain logs on PRiME, trackers and handovers.

Skills

Guest service

Team supervision

Problem solving

Stakeholder management

Communication

Evening work

Job description

Butlin's in Bognor Regis is seeking a Guest Resolutions Supervisor to lead the Welcome Team and own escalated guest issues onsite. You will coordinate accommodation actions and ensure swift, empathetic resolutions across arrivals, day visits and evening operations.

The role focuses on delivering exceptional guest experiences, maintaining logs, and collaborating with Central Guest Services to close cases to a high standard.