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Guest Experience Manager

£30,000 Per Annum

About the role

We are looking for an experienced Guest Experience Manager to join a prestigious holiday home estate, set in 29 acres of mature gardens and woodland with a leisure centre comprising of a pool, sauna, spa and relaxation area. You will be a driven and passionate individual to lead all Front of House departments and be the face of the Estate.  You will be responsible for improving the Guest Experience and manage all operations of the Welcome Desk, Leisure Facilities and Retail opportunities.

You will be Guest obsessed and lead and deliver an ultimate, professional, safe and best in class Guest experience at all touch points. Ensuring you resolve all Guest concerns and enquiries in a professional and timely manner.

Main Responsibilities:

  • Be responsible for improving the guest experience and manage operations of the Welcome Desk, Leisure Facilities and retail opportunities.
  • Be able to demonstrate initiative and have a “can do” attitude.
  • Provide great guest interactions and turn every communication into a positive experience.
  • Coaching, developing, mentoring and day to day management of the Guest Experience Coordinators
  • Evaluating guest interaction points and identifying ways to reduce guest questions or issues at source.
  • Resolving escalated guest enquiries that cannot be handled by the Guest Experience Team
  • Track and evaluate Guest Experience procedures, policies, standards and effectiveness.
  • Be responsible for the rota and cover for all Guest Experience team members.
  • To liaise, support and communicate with Duty Manager any necessary information or concerns on shift changeover.
  • To liaise with the Head of Gardens and Grounds Maintenance regarding staffing requirements and other Estate issues.
  • To provide first aid as required, and follow recording procedures in the event of an accident.
  • To review training and development of staff.
  • Together with Facilities Manager ensure maintenance of the Plant Room equipment is carried out and report any concerns or safety issues to the Estate Manager.

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