Head of Guest Experience & Accommodation Operations

Butlin's; United Kingdom; Remote; GBP 70,000 - 95,000; Full time

Job summary

Butlin's in Skegness seeks a Head of Accommodation and Guest Services to lead the Accommodation & Guest Services department, ensuring top standards of cleanliness and guest experience while driving CAFF improvements and guest feedback focus.

You will own the business strategy, set clear goals, manage a large team across cleaning and guest services, handle complaints on site, work with facilities on maintenance, and partner with pre-arrival marketing to plan guest arrivals.

Qualifications

• Excellent level of operational knowledge in cleaning or soft services.
• Experience leading large teams in fast-paced environments.
• Strong financial knowledge with ability to forecast and manage costs.

Responsibilities

• Oversee all guest accommodation cleaning and public area cleaning.
• Lead guest services team handling queries and complaints.
• Plan arrival process with marketing teams to review guest needs.
• Manage complaint resolution budgets within the P&L.
• Collaborate with Facilities to log maintenance and plan resolutions.
• Forecast units to ensure support is available.

Skills

Operational knowledge in cleaning

Leadership of large teams

Financial/budgeting knowledge

Forecasting and cost management

Customer service leadership

Communication skills

Job description

Butlin's in Skegness seeks a Head of Accommodation and Guest Services to lead the Accommodation & Guest Services department, ensuring top standards of cleanliness and guest experience while driving CAFF improvements and guest feedback focus.

You will own the business strategy, set clear goals, manage a large team across cleaning and guest services, handle complaints on site, work with facilities on maintenance, and partner with pre-arrival marketing to plan guest arrivals.