Guest Services Leader: Experience, Resolution & Coaching

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

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.