Head of Accommodation and Guest Services

Butlin's Conferences & Events; Skegness; On-site; GBP 55,000 - 75,000; Full time

Job summary

Butlin's in Skegness seeks a Head of Accommodation & Guest Services to oversee cleaning and guest services across the resort, driving CAFF standards and guest feedback improvements. The role partners with the Resort Director to resolve on-site issues and ensure exceptional guest experiences.

You will lead large teams in fast-paced settings, forecast costs, manage budgets, and develop PDPs and succession plans for direct reports, ensuring effective performance and engagement across departments.

Qualifications

• Experience leading large teams in fast-paced environments.
• Ability to forecast and manage costs in line with budgets.
• Experience in guest relations or customer service leadership.

Responsibilities

• Oversee guest accommodation cleaning and all public area cleaning across the resort.
• Lead the Guest Services team to resolve on-site guest queries and complaints.
• Drive the CAFF (Clean and Fault Free) approach and improve guest feedback and NPS growth.
• Coordinate with Maintenance, Facilities and Marketing to plan arrivals and forecast resource needs.
• Develop and monitor PDPs, succession plans and 90-day onboarding for new leaders.

Skills

Leadership

Guest services

Budget forecasting

People management

Job description

The Head of Accommodation & Guest Services will ensure the smooth planning and delivery of a department that promotes the highest operational standards within Resort cleanliness and accommodation cleanliness, whilst driving problem resolution through our Guest Services department.

Ownership of the business strategy, ensuring you are reviewing and taking actions around improving the guest experience will be an essential part of the role.

This role will ensure it is driving our Clean and Fault Free (CAFF) approach to our accommodation and identifying opportunities for improving our focus on guest feedback and NPS growth. Accountability will also sit with the role for problem resolution through the Guest Services team which is driven predominantly through accommodation complaints and queries. This role will also cover all public venues and areas from a cleaning perspective.

The role will drive business strategy by setting clear goals and expectations whilst nurturing an environment that the team can perform at their best.

You will hold accountability for all guest accommodation cleaning and all public area cleaning across the resort, along with leadership of our guest services team dealing with all guest services queries that are raised to the resort – most of which will be focused on accommodation. This role will ensure a smooth arrival process by break type, working with proposition and pre-arrival marketing teams to plan and review guests needs. Managing proactive query and complaint resolution where possible and escalation of more complex guest queries.

You will be accountable for dealing with complaints and ensuring that our ‘solve on site’ policy is in place working closely with the Resort Director & peers, managing the complaint resolution budgets within their P&L.

You will be working closely with Facilities to log any maintenance and room issues and plan how to resolve any issues by planning and forecasting of units to ensure correct support / requirements of team are met.

Time will be spent working closely with allocations and yield team to ensure awareness of arrival numbers and any specific requirements. This will drive a problem-solving attitude to deal with Team and guest comments in a positive manner and take appropriate action.

This role covers management of the operational refurbishment processes, working alongside the central support teams and understanding Capex Plans, H&S Compliance for the departments.

Department Accommodation & Guest Services Employment Type Permanent - Full Time Location Skegness Workplace type Onsite

About You

You should hold an excellent level of operational knowledge in cleaning or soft services, have an excellent level of hands-on experience in a guest relations or customer service leader role. You should have experience in leading large teams in fast paced environments with good financial knowledge with the ability to forecast and manage costs in line with budgets.

Be able to manage multiple priorities and adapt quickly to changing requirements, have experience in leading a mixture of permanent and temporary teams to deliver excellent standards and hold the ability to effectively lead, coach and motivate team, even in times of high demand. Understanding different communication styles and have the ability to communicate well at all levels should be an asset of yours.

You will set clear goals and PDPs for direct leaders, providing feedback and clear succession plans, ensuring leaders fulfil the 90 day process for all new team, and they're all allocated a buddy. Monitor engagement levels and work with the people team to identify opportunities to drive engagement and retention. Accountable for people management of the department, including all people tasks from onboarding through the employee life cycle. Employee life cycle refers to PDP’s, performance management, required training, and any formal HR process.

About Butlin's

Did you know Billy Butlin was the first person to introduce dodgems to the UK? That's right, 'fun' is in our DNA, and we've been delighting guests for almost 90 years. 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.

As The Home of Entertainment, we pull out all the stops to provide our guests with an 'Altogether More Entertaining and Fun Break', from all-action family holidays to adult-only Big Weekenders, brought to life through our three mighty values. So, if you're looking for a role where you can Create Smiles, where you aren't afraid to Get Stuck In and where the team genuinely Care For Each Other, we think you'll fit right in!