Owner & Guest Experience Leader

Parkdean Resorts UK Limited; Lowestoft; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Employee Assistance Programme

50% discount for you

25% discount for friends and family

30% team member discount

Hello Fresh discounts

Local gym discounts

Job summary

Parkdean Resorts UK Limited is seeking an inspiring Owner & Guest Experience Manager at Kessingland Beach, Lowestoft. You will champion outstanding service for owners and guests, guiding the end-to-end journey from first hello to final farewell.

Lead and develop a high-performing team, build strong stakeholder relationships, analyse feedback and drive continuous improvements to elevate each touchpoint across our UK parks.

Qualifications

• Proven experience leading a customer-focused team.
• Strong relationship-building with internal and external stakeholders.
• Good commercial awareness and revenue mindset.
• Excellent written and digital guest communication skills.
• Flexibility to work weekends, evenings and holidays.
• Proactive, solution-driven approach to delivering experiences.

Responsibilities

• Act as the voice of the customer - using owner and guest feedback, insight and reviews to shape improvements.
• Analyse data and trends to identify emerging 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, consistently demonstrating our values and service standards.
• Take full accountability for managing and resolving owner and guest complaints in line with company policies.
• Support the delivery of customer-focused events and initiatives to strengthen engagement.
• Plan, schedule and deliver a broad range of owner and guest events - forums, drop-ins, social activities and more.
• Work collaboratively with all park teams and central support functions to maintain consistency across the entire journey.

Job description

Parkdean Resorts UK Limited is seeking an inspiring Owner & Guest Experience Manager at Kessingland Beach, Lowestoft. You will champion outstanding service for owners and guests, guiding the end-to-end journey from first hello to final farewell.

Lead and develop a high-performing team, build strong stakeholder relationships, analyse feedback and drive continuous improvements to elevate each touchpoint across our UK parks.