Description
Summary of RolePurpose
The Guest Services ShiftManager will be responsible for ensuring the Guest Services Teamdeliver an exceptional guest experience to all guests visiting theresort.
The GuestServices Team are the main point of contact for any questions,issues or concerns experienced by guests during their break. Thiscan range from questions about accommodation and activities,complaints, accessibility requests and more.
You willalso liaise very closely with the wider Guest Services &Accommodation Team to manage any issues proactively that arise toensure we can try and improve the experience for theguest.
KeyResponsibilities
We are looking fora candidate responsible for resolving guest issues, ensuring highguest satisfaction as measured by Net Promoter Score (NPS), andfostering a positive team environment reflected in the Employee NetPromoter Score (ENPS).
Additionally, thisrole will handle the resolution of clean and fault-free(CAFF)-related matters and oversee compensation management toensure fair and timelyoutcomes.
AboutYou
As the Guest Services ShiftManager, your responsibility includes overseeing Guest Serviceduring your shift and ensuring seamless daily operations throughprompt and effective resolution of guest inquiries, issues, andcomplaints.
The role entails documentingand prioritising tasks in collaboration with the facilities andaccommodation teams, fostering a positive and proactive approach toproblem-solving based on feedback from guests andstaff.
Additionally, you will monitor guest NetPromoter Scores (NPS), using insights to enhance the guestexperience, ensure health and safety compliance within your team,and collaborate with the people team to boost engagement andretention.
Key Knowledge,Experience & Qualifications
Forthis position, we are seeking someone with extensive experience inGuest Services or Customer Service, along with a strong backgroundin conflict resolution and assisting dissatisfied customers andguests. Effective communication and the ability to adaptcommunication styles to different situations are essential, as wellas an empathetic and understandingapproach.
Theideal candidate should be skilled in managing multiple priorities,adapting quickly to changing demands, and effectively leading,coaching, and motivating a team, especially during high-pressureperiods.
AboutButlin's
At Butlin’s, we’re all about fun,excitement, and adventure by the bucketload! For over 80 yearswe’ve been delighting hundreds of thousands of guests each year,whether on a non-stop action family break or our epic Adult onlyBig Weekenders.
Ask any of our team, past andpresent, and one of the best things they’ll say about working atButlin’s is our culture! We’re all about providing our guests withan Altogether More Entertaining and Fun Break, brought to lifethrough our three mighty values.
So, if you want a rolewhere you Create Smiles, where you aren’t afraid to Get Stuck Inand where the team genuinely Cares For Each Other – this could bethe perfect fit for you.
There has never been amore exciting time to join Butlin’s!