Owner & Guest Experience Lead

Parkdean Resorts; Kessingland; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Employee assistance programme

Holiday 50% discount for you

Friends & family 25% discount

Team member 30% discount

Brand partner discounts

Job summary

Parkdean Resorts in the United Kingdom is seeking an Owner & Guest Experience Manager to champion outstanding service for both Holiday Home Owners and Guests across our parks. You will own the end-to-end journey, lead and coach a high-performing team, and use guest insights to drive continuous improvements that boost satisfaction and revenue.

You will build strong relationships, plan guest events, and work with park teams to deliver a seamless, joined-up experience at every touchpoint.

Qualifications

• Proven experience managing and developing a customer focused team.
• Strong relationship-building skills with internal and external stakeholders.
• Good commercial awareness and understanding of how service excellence drives revenue.
• Excellent written and digital communication skills for guest facing communication.
• Flexibility to work varied hours including weekends, evenings and bank holidays.
• A proactive, solution focused approach with a passion for delivering outstanding experiences.

Responsibilities

• Act as the voice of the customer and shape improvements from owner and guest feedback.
• Analyse data and trends to identify issues and opportunities to elevate service standards.
• Lead action plans that reduce escalations and enhance satisfaction scores.
• Recruit, inspire, train and develop a high performing customer focused team.
• Create a positive, supportive culture where colleagues feel confident and motivated.
• Lead by example, demonstrate Parkdean values and service standards.
• Take full accountability for managing owner and guest complaints in line with company policies.
• Support delivery of customer focused events and initiatives to strengthen engagement.
• Plan, schedule and deliver a broad range of owner and guest events across parks.
• Work with park teams and central support to maintain consistency across the journey.

Skills

Customer leadership

Stakeholder relations

Data analysis

Communication skills

Job description

Parkdean Resorts in the United Kingdom is seeking an Owner & Guest Experience Manager to champion outstanding service for both Holiday Home Owners and Guests across our parks. You will own the end-to-end journey, lead and coach a high-performing team, and use guest insights to drive continuous improvements that boost satisfaction and revenue.

You will build strong relationships, plan guest events, and work with park teams to deliver a seamless, joined-up experience at every touchpoint.