Guest Services Shift Manager

Butlin's; Alcombe; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading UK resort provider is seeking a Guest Services Shift Manager to enhance the guest experience. You will be responsible for resolving guest issues and ensuring high levels of satisfaction. Ideal candidates will have experience in Guest Services, strong conflict resolution skills, and the ability to lead a team. A fun and energetic culture awaits, making it an exciting time to join.

Qualifications

• Extensive experience in Guest Services or Customer Service.
• Proven ability to handle conflict and assist dissatisfied customers.
• Ability to manage multiple priorities and lead a team.

Responsibilities

• Ensure high guest satisfaction and manage guest inquiries.
• Resolve guest issues and maintain health and safety compliance.
• Collaborate with teams to enhance the guest experience.

Skills

Conflict resolution

Effective communication

Team leadership

Adaptability

Job description

Description

Summary of Role Purpose

The Guest Services Shift Manager will be responsible for ensuring the Guest Services Team 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, complaints, accessibility requests and more.

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.

Key Responsibilities

We are looking for a candidate responsible for resolving guest issues, ensuring high guest satisfaction as measured by Net Promoter Score (NPS), and fostering a positive team environment reflected in the Employee Net Promoter Score (ENPS).

Additionally, this role will handle the resolution of clean and fault‑free (CAFF)‑related matters and oversee compensation management to ensure fair and timely outcomes.

About You

As the Guest Services Shift Manager, your responsibility includes overseeing Guest Service during your shift and ensuring seamless daily operations through prompt and effective resolution of guest inquiries, issues, and complaints.

The role entails documenting and prioritising tasks in collaboration with the facilities and accommodation teams, fostering a positive and proactive approach to problem‑solving based on feedback from guests and staff.

For this position, we are seeking someone with extensive experience in Guest Services or Customer Service, along with a strong background in conflict resolution and assisting dissatisfied customers and guests. Effective communication and the ability to adapt communication styles to different situations are essential, as well as an empathetic and understanding approach.

The ideal candidate should be skilled in managing multiple priorities, adapting quickly to changing demands, and effectively leading, coaching, and motivating a team, especially during high‑pressure periods.

Additionally, you will monitor guest Net Promoter Scores (NPS), using insights to enhance the guest experience, ensure health and safety compliance within your team, and collaborate with the people team to boost engagement and retention.

About Butlin's

At Butlin’s, we’re all about fun, excitement, and adventure by the bucketload! For over 80 years we’ve been delighting hundreds of thousands of guests each year, whether on a non‑stop action family break or our epic Adult only Big Weekenders.

Ask any of our team, past and present, and one of the best things they’ll say about working at Butlin’s is our culture! We’re all about providing our guests with an Altogether More Entertaining and Fun Break, brought to life through our three mighty values.

So, if you want a role where you Create Smiles, where you aren’t afraid to Get Stuck In and where the team genuinely Cares For Each Other – this could be the perfect fit for you.

There has never been a more exciting time to join Butlin’s!