Head of Accommodation & Guest Services

Butlin's View All Jobs; Skegness; On-site; GBP 70,000 - 90,000; Full time

Job summary

Butlin's is seeking a Head of Accommodation & Guest Services to lead the resort's guest services and cleaning operations, ensuring top standards across accommodation and public areas. You will drive the CAFF approach, manage guest feedback, and oversee escalation of complaints with the Resort Director and peers.

Responsibilities include planning arrivals, coordinating with marketing teams, managing refurbishment planning, and developing PDPs for leaders while ensuring budget alignment and staff

Responsibilities

• Lead guest services and cleaning across the resort to ensure high standards.
• Drive CAFF (Clean and Fault Free) approach for accommodation and identify guest feedback opportunities.
• Own strategies to improve guest experience and manage on-site complaint resolution.
• Plan arrivals, coordinate with proposition and pre-arrival marketing teams to meet guest needs.
• Oversee refurbishment planning, CAPEX awareness, and H&S compliance.
• Provide coaching, set goals, and develop PDPs for direct leaders and teams.

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.

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.