Guest Resolution Manager

Butlin's; Skegness; On-site; GBP 28,000 - 38,000; Full time

Job summary

Butlin's in Skegness is seeking a passionate Guest Services Manager to lead our Guest Services & Day Visits Team and deliver an exceptional guest experience across the resort. You will ensure guests receive friendly, efficient service and that the team maintains high standards in a busy, fun environment.

Responsibilities include coaching and developing staff, handling enquiries and complaints, and driving brand-aligned service.

Qualifications

• Excellent experience in guest services or customer-facing roles with current experience in problem resolution or complaint handling.
• Empathetic communication style with experience in leading teams in fast-paced guest-facing environments and ability to coach and motivate teams.
• Excellent communication skills with ability to adapt communication styles to the situation and manage multiple priorities.
• Enjoy developing people and delivering exceptional guest experiences through training and coaching in a fun-filled environment.

Responsibilities

• Lead and develop a high-performing Guest Services & Day Visits Team to deliver outstanding guest experiences.
• Resolve guest issues and complaints with empathy and timely follow-up.
• Drive standards and brand consistency across the guest journey, including accessibility requests.
• Collaborate with marketing and resort leaders to drive bookings and ensure effective communication of pre-sales.

Skills

Leadership

Guest services

Communication

Job description

We’re looking for a passionate leader to join us as our Guest Services Manager. The Guest Services Manager will lead our Guest Services & Day Visits Team to deliver an exceptional guest experience to all guests visiting the resort.

The Guest Services team are the main point of contact for any questions, issues or concerns experienced by guests during their break. This can range from questions about accommodation and activities, problem resolution, accessibility requests and much more. You’ll be part of a big team of people who are responsible for providing our guests with an altogether more fun and entertaining holiday.

Key Responsibilities

For this role, you should have an excellent level of experience in a previous guest services or customer facing role with current experience in problem resolution and/or complaint handling.

You should hold an empathetic and understanding approach in your communication approach with previous experience in leading teams in fast paced guest-facing environments and with the ability to effectively lead, coach and motivate team, even in times of high demand.

This role is for someone with excellent communication skills and the ability to adapt communication styles for the right situation along with able to manage multiple priorities and adapt quickly to changing requirements.

You should enjoy developing people and be passionate about delivering exceptional experiences to guests by nurturing, training and coaching the team in a fun-filled environment. The Guest Services team are the main point of contact for any questions, issues or concerns experienced by guests during their break. This can range from questions about accommodation and activities, complaints, accessibility requests and more.

Driving sales by working with Hemel support marketing and retail resort leaders to drive spend and ensuring that day visit booking presales are communicated effectively to support with resort demand rostering.

You will drive standards and have the ability to lead the team to excellence, incorporating all brand standards and Butlin’s way of working. You’ll have the ability to drive consistent brand standards whilst being guest obsessed and operating efficiently in everything you do.

You should have a real passion for leading by example and inspiring others to deliver experiences that truly delight our guests. You should be an advocate for your team’s fulfilment at work, ensuring that you are having regular 121's and annual review discussions to support their development and career with Butlin’s.

You will also liaise very closely with the wider Guest Services & Accommodation Team to manage any issues proactively that arise to ensure we can try and improve the experience for the guest.

As with all roles at Butlin’s, no day will be the same and you will need to enjoy thinking on your feet, getting stuck in, and ensuring that our guest experience is always your number one priority.

Typical working hours cover 40 hours per week with a wide variety of shifts between 8am - 10pm, with the opportunity of DRM shifts until 12:00am on a roster basis.

The shift patterns also ensure departmental leadership coverage across the wider Accommodation & Guest Services department also.