An exciting opportunity has arisen for a Guest Services & Operations Supervisor to join our team at Applewood Countryside Park in Banham. Our popular family-friendly campsite attracts over 8,000 guests annually with excellent facilities, luxury glamping and seasonal events and was recently awarded Camping, Glamping & Holiday Park of the Year at the 2024 East of England Tourism Awards.
You’ll be responsible for the smooth running of the check-in experience, ensuring our guests are made to feel welcome from the moment they arrive on their holiday.
You will ensure that an efficient and accurate guest and administrational service is consistently delivered to meet the business needs.
You will also be responsible for overseeing the Housekeeping & Cleaning team to maintain a clean and well-kept campsite. This includes coordinating rotas, planning busy turnover days, effectively prioritising staff workloads, and managing linen inventory.
Reporting to the Park Manager, we’re looking for an individual with hospitality/ office management experience, who cares passionately about customer service.
This role is offered on a 37.5-hour permanent contract. Working days are likely to be Monday- Friday week one and Monday, Tuesday, Friday, Saturday and Sunday week two. Due to the nature of the business, the successful applicant will be required to work weekends in addition to Bank Holidays and provide holiday cover where necessary.
Responsibilities will include but will not be limited to:
1. Greeting and checking-in guests upon arrival
2. Managing reservations and queries online, by email, on the phone and in person with a can-do attitude using our booking software, CampManager
3. Supervision of the Housekeeping & Cleaning team with a focus on their performance in terms of standards of cleanliness, attention to detail and behaviour
4. Planning busy turnover days, prioritising the workload and coordination of the Housekeeping & Cleaning team to ensure consistent and high-level servicing of the shower, toilet and laundry facilities and glamping accommodation changeovers
5. Accountable for the Housekeeping & Cleaning department staffing budget ensuring efficiency, coordinating rotas and monitoring hours in line with occupancy
6. Answering queries, handling guest feedback, providing appropriate solutions or alternatives
7. Ensuring booking balance payments are paid in a timely manner before guest arrival
8. Going the extra mile to engage and help guests, sharing information on local attractions and goings-on. Proactively selling and upselling Booking Extras and Event Tickets
9. Preparing check out reports and ensuring guests have departed promptly on their day of departure
10. Managing monthly Caravan Storage payments, ensuring payments are attributed to the correct guest account and overdue payments are followed up
11. Reviewing customer feedback survey and review platforms, flagging any issues that have been raised with the Park Manager and responding accordingly
12. Assisting with our seasonal programme of events from our annual Easter Egg Hunt and Charity Fun Dog Show to Family Sports Days, Nature Days & Activities and our largest event; Halloween Spooktacular
13. Ensuring that Park Reception is kept clean and presentable at all times
As a first point of contact the successful candidate will be expected to provide the highest level of customer service and should possess excellent communication skills and an engaging level of enthusiasm.
Skills required:
1. Previous hospitality/ office management experience preferred
2. Good leadership skills
3. Excellent communication skills both written and verbal
4. A passion for great customer service
5. Able to work as part of a team
6. Strong attention to detail
7. Ability to be resourceful and proactive in dealing with issues that may arise
8. Ability to organise, multitask, and prioritise
9. Solid knowledge of ICT, confident using Excel
10. Friendly and approachable
11. First aid qualifications – Desirable
How to apply: Please apply with your CV and covering letter, outlining why you would be suitable for this position via Indeed.
Please note this vacancy may close at any time once sufficient applications have been received. Early submission of your application is therefore encouraged.
Job Types: Full-time, Permanent
Pay: £26,500.00-£28,000.00 per year
Benefits:
* Company pension
* Employee discount
* Free parking
* Health & wellbeing programme
* On-site parking
Schedule:
* Weekend availability
Work Location: In person
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