Owner and Guest Experience Manager

Job Location	Kessingland
Education	Not Mentioned
Salary	£26,000 - £27,000 per annum, inc benefits
Industry	Not Mentioned
Functional Area	Not Mentioned
Job Type	Permanent, full-time

Job Description

Owner and Guest Experience Manager - Fantastic Holiday ParkDo you enjoy being customer facing and having a directing influence on the guest experience Can you communicate clearly and concisely when under the biggest pressures of a fast-paced environment This role could be your next step!Our client, a leading holiday park operator with fantastic coastal locations are now recruiting an Owner and Guest Experience Manager for a park in the Lowestoft area in Suffolk. I am looking for a passionate and vibrant Guest Services or Front of House Manager who strives to provide customers with an amazing experience each and every time they visit.Job Brief:An integral part of the park leadership team developing effective working relationships with all departments. Responsible for delivering excellence in guest & owner experience, working with all team members and departments to influence and collaborate. To support driving delivery and consistency across guest relations and standards.Key Responsibilities:

Deliver Owner & Guest interaction through all communication channels to engage & develop strong community’s whilst enhancing experience

Work closely with the HOD on park, other park teams and Central Support team to achieve and align brand standards, best practice and expectations

Understand, analyse and effectively use, insight and customer feedback to identify emerging issues promptly and proactively solve problems before they escalate.

Take accountability and be responsible for managing all customer/owner complaints and goodwill within the guidelines

Be the voice of the customer to bring to life the guest and owner experience to improve feedback and reviews

Training, Coaching and building the capability of the experience team is essential, equipping them with tools and knowledge to succeed.

Provide and maintain a welcoming and resourceful Owner and Guest reception areas.

To be a key contact point and knowledge bank on local area to assist in tailoring the customer experience including forums and owner events such as newsletters/forums/pre-arrival calls and on park experience which is all engaging and relevant

Plan, schedule and deliver a wide range of Owner & Guest events

Contact guests prior to arrival to discuss their holiday stay and offer, upgrades, extensions to enhance service experience and upsell in line with central guidance and support.

Lead the team to ensure Guest Experience targets are met and continuous improvement in the following CSAT/NPS/customer experience scores/complaint ratio

Build relationship with Owners to increase subletting percentage, ensuring that all owner accommodation is respected and maintained to the highest standard.

Person Profile:

Have the ability to build excellent relationships with customers both internal and external

Strong commercial awareness

Highly developed communication and interpersonal skills

Have a proven record of effective leadership & development of others

Have excellent IT skills, and be competent in analysing data insight

Dynamic with the ability to motivate & inspire

Previous customer facing experience is essential with the ability to deliver written & social messaging across platforms

Our client recognises and rewards the incredible efforts their staff make in helping holidaymakers create amazing memories at all their parks. If you want to be part of this incredible business, please apply now or contact James for further information. I look forward to hearing from you! Required skills

Communication Skills

Customer Satisfaction

Customer Service

Front Office

Guest Service Management

Keyskills :
Communication Skills Customer Satisfaction Customer Service Front Office Guest Service Management

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