Guest Experience Manager

Join our team at Rockley Park Holiday located alongside Poole Harbour with views of the Harbour and the Purbecks.

Napier Road, Hamworthy, Poole Dorset BH15 4LZ GBR

Job Details

Position: Guest Experience Manager  

Type: Full-Time / Permanent  

Bonus: Up to 10% Annual Bonus  

Join our One Great Team here at Haven as a Guest Experience Manager, where you’ll play a vital role in creating unforgettable memories for our guests and owners. This is an exciting opportunity to bring your leadership skills, customer focus, and passion for hospitality to a vibrant and dynamic environment!

In this role, you'll be at the heart of an energetic Guest & Owner Experience team, leading with clear direction and plenty of motivation. You'll inspire your team to hit their goals and keep up high standards by showing them how it’s done! You'll be hands-on with performance, offering feedback to help your team grow, tackling any challenges, and supporting their development. Managing resources like budgets and tools will be key to keeping things running smoothly. You'll also be the driving force behind fantastic guest and owner experiences, continuously improving how we interact and solving any issues that pop up. Plus, you'll make sure everything stays safe, compliant, and on point with company policies.  

Key Responsibilities  

Team Leadership: Lead, motivate, and support the team to deliver excellent service and achieve targets.   

Guest Experience: Ensure top-tier guest satisfaction by addressing concerns, improving service, and driving a welcoming atmosphere.   

Performance Management: Monitor individual and team performance, providing regular feedback, coaching, and conducting performance reviews.   

Resource Management: Oversee team scheduling, budgets, and resources to maximise efficiency and meet business needs.   

Compliance and Safety: Ensure all operations comply with health and safety regulations, company policies, and standards.   

Problem Solving: Quickly resolve any operational issues that arise, ensuring smooth day-to-day running.   

Training and Development: Support team development through ongoing training, mentoring, and creating growth opportunities.   

Requirements   

• Proven experience in roles such as Customer Service Manager, Guest Relations Manager, with a genuine passion for hospitality and customer service.
• Strong leadership and communication skills.  
• Ability to work in a fast-paced environment while maintaining attention to detail.  
• Exceptional customer service and problem-solving abilities.  
• Knowledge of health and safety regulations.  
• Strong organisational and multitasking skills.  
• Experience in budgeting and financial management.  
• Flexibility to work evenings, weekends, and holidays.  
  
  

What We Offer  

• Attractive salary plus annual bonus opportunity.   
• On-site accommodation, subject to availability and T&Cs.  
• An inclusive, supportive work environment.  
• Comprehensive training and ongoing support.  
• Career development opportunities, including fully funded qualifications.  
• Exclusive team perks, including up to 50% off on-park dining, 20% discounts on Haven Holidays and in-store purchases, free access to our facilities, savings at national brands and retailers, and so much more!  
  
  

How to Apply  

To apply for this role, click apply now and answer a few quick questions, which should take about 5 minutes. Once submitted, a member of our team will reach out to you. If shortlisted, our interview process may consist of two stages: an interview and a skills test.  

If you require any assistance or reasonable adjustments during the application process, please contact us at: [email protected]  

Diversity, equity, and inclusion are at the heart of who we are and what we do. We encourage applications from all backgrounds, communities and industries and we are ready to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be full-time, part-time or a job-share.