Reservation Manager

Parkdean Resorts; East Lindsey; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Employee discounts: 50% on the company

Friends & family discount: 25%

Team member discount 30%

Deals on brands and experiences

Job summary

Parkdean Resorts is seeking a Reservation Manager to champion outstanding holiday experiences from arrival to departure. You will lead and develop a team to deliver high standards of customer service, ensuring every guest interaction reflects our values.

You will analyse guest feedback and market trends to drive improvements, manage guest complaints, and collaborate with other departments to deliver a seamless park experience while exploring upselling opportunities to boost revenue.

Qualifications

• Experience leading and developing teams in a guest-focused environment.
• Proven ability to translate feedback into service improvements.
• Understanding of how service impacts revenue and guest satisfaction.
• Ability to engage guests across multiple channels including social and digital.

Responsibilities

• Lead, train and develop the guest services team to deliver outstanding customer service.
• Analyses guest data and market trends to optimise revenue opportunities.
• Manage guest complaints professionally and in line with processes.
• Collaborate with other departments to ensure a seamless guest experience across parks.
• Serve as the point of contact for event clients and drive upselling opportunities.

Skills

Team management

Customer service

Communication

Commercial awareness

Guest experience

Job description

As a Reservation Manager, you will champion the delivery of outstanding holiday experiences by owning and driving the guest journey from arrival through to departure. You will lead, train and develop your team to deliver consistently excellent customer service, ensuring every guest interaction reflects our values and leaves a lasting positive impression.

What you will be doing...

• Acting as the voice of the guest, bringing the guest experience to life by using feedback, insight and reviews to drive continuous improvement.
• Analysing customer data and feedback to identify trends, emerging issues and opportunities to enhance service and experience before issues escalates.
• Regularly analyse competitor pricing, occupancy trends, and local market conditions to ensure Hotel remains competitively positioned and maximises revenue opportunities.
• Recruiting, training, developing and motivating team members to deliver high standards of service and operational efficiency.
• Taking accountability for the effective management and resolution of guest complaints, ensuring they are handled professionally and in line with company processes.
• Working closely with other departments to ensure a joined-up, seamless guest experience across the park.
• Supporting the delivery of guest-facing initiatives, events and activities that enhance overall satisfaction and engagement.
• Acting as the point of contact for event clients, meeting and greeting guests on arrival and remaining a key contact throughout their stay to ensure exceptional service and satisfaction.
• Contributing to commercial performance by identifying opportunities to maximise guest spend through service-led recommendations and upselling.

About you...

• Proven experience managing and developing teams in a customer-focused environment.
• The ability to build strong working relationships with customers and stakeholders, both internal and external.
• Good commercial awareness, with an understanding of how service impacts revenue and guest satisfaction.
• The flexibility to be able to work across varied days including weekends, evenings, and bank holidays as required.
• Previous customer-facing experience, with the ability to deliver clear written communication and engage with guests across multiple platforms, including social and digital channels.

So, why Parkdean Resorts?

Well, besides the one‑of‑a‑kind team culture, stunning locations across the UK, and the chance to work with the UK's largest holiday park organisation, we can offer:

• The chance to develop your skills and boost your career across our 65 parks - we've got your back when it comes to training!
• You're never on your own with our Employee Assistance Programme! It comes with a 24/7 confidential helpline for counselling and support - because your wellbeing is our top priority.
• A 50% discount for you and a 25% discount for friends and family when booking your holiday with us.
• A team member discount of 30%, available on everything from fabulous food to delicious drinks and even our fun leisure activities.
• Score awesome discounts! From tasty meal kits like Hello Fresh to your favourite local gyms, we've got deals on lots of brands just for you.

We want to be a force for good and caring for our parks, people, and planet is a natural component of the way we do business. We celebrate our people, communities and natural environment, enabling us to enhance the amazing memories we create for many years to come.

Are we the right fit for you?

At Parkdean Resorts, every park is a place to start something great; a place where you can develop your skills, take on new challenges, and thrive alongside a team that supports you every step of the way.

Our parks create meaningful memories for our guests and know that great service is more than a smile - it's understanding the value of every moment. Because it's not just what we do, it's who we are. Join a team that puts heart into every holiday. Be the Heart of the Park.

Parkdean Resorts takes safeguarding seriously therefore background checks including DBS (or equivalent) will be carried out if appropriate.

We want to do all we can to create an environment and recruitment process where people feel safe and comfortable to talk about disability. For any reasonable adjustment requests as part of the recruitment and assessment process, please contact Roisin at [e-mail].