The Senior Manager for Accommodation & Guest Services will ensure the smooth planning and delivery of a department that promotes the highest operational standards within Resort cleanliness and accommodation cleanliness, whilst driving problem resolution through our Guest Services department.
This role will ensure it is driving our Clean and Fault Free (CAFF) approach to our accommodation and identifying opportunities for improving our focus on guest feedback and NPS growth. Accountability will also sit with the role for problem resolution through the Guest Services team which is driven predominantly through accommodation complaints and queries. This role will also cover all public venues and areas from a cleaning perspective.
You will hold accountability for all guest accommodation cleaning and all public area cleaning across the resort, along with leadership of our guest services team dealing with all guest services queries that are raised to the resort – most of which will be focused on accommodation. Managing proactive query and complaint resolution where possible and escalation of more complex guest queries.
You will be accountable for dealing with complaints and ensuring that our ‘solve on site’ policy is in place working closely with the Resort Director & peers, managing the complaint resolution budgets within their P&L.
You will be working closely with the Senior Manager Facilities to log any maintenance and room issues and plan how to resolve any issues by planning and forecasting of units to ensure correct support / requirements of team are met.
Time will be spent working closely with allocations and yield team to ensure awareness of arrival numbers and any specific requirements. This role covers management of the operational refurbishment processes, working alongside the central support teams and understanding Capex Plans, H&S Compliance for the departments.
You should hold an excellent level of operational knowledge in cleaning or soft services, have an excellent level of hands-on experience in a guest relations or customer service leader role. You should have experience in leading large teams in fast paced environments with good financial knowledge with the ability to forecast and manage costs in line with budgets.
Be able to manage multiple priorities and adapt quickly to changing requirements, have experience in leading a mixture of permanent and temporary teams to deliver excellent standards
Understanding different communication styles and have the ability to communicate well at all levels should be an asset of yours.
Accountable for people management of the department, including all people tasks from onboarding through the employee life cycle. Employee life cycle refers to PDP’s, performance management, required training, and any formal HR process.
For over 80 years we’ve been delighting hundreds of thousands of guests each year, whether on a non-stop action family break or our epic Adult only Big Weekenders.