Guest Experience & Resolution Lead (Evenings)

Butlin's; United Kingdom; À distance; GBP 26 000 - 34 000; Plein temps

Résumé du poste

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

You will coordinate accommodation tasks, maintain PRiME logging, and ensure swift, empathetic problem solving, working closely with Central Guest Services and other departments.

This permanent role requires strong communication, team leadership, and a commitment to high guest satisfaction.

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.
• Ability to resolve complaints empathetically while maintaining standards.

Responsabilités

• 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.

Connaissances

Guest service

Team supervision

Escalation handling

Communication skills

Problem solving

Stakeholder management

Outils

PRiME logging

Trackers

Radios

Booking systems

Description du poste

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

You will coordinate accommodation tasks, maintain PRiME logging, and ensure swift, empathetic problem solving, working closely with Central Guest Services and other departments.

This permanent role requires strong communication, team leadership, and a commitment to high guest satisfaction.