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Butlin's Logo Butlin's · Hospitality and Tourism

Ops Support Partner - Accommodation & Guest Services

United Kingdom, Hemel Hempstead · Job Posted March 22, 2026
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Job Description

To develop and support the strategic plan to ensure safe, compliant, consistent, high standards of delivery for our agreed ways of working to drive the best guest experience. To provide assurance to the Butlins leadership that we are operating in a safe and compliant manner through appropriate review & reporting. To develop relationships with relevant governing bodies to ensure that Butlins are knowledgeable, fully compliant and prepared for legislation changes.

Job Responsibility

  • To provide business assurance in both operational & legal compliance, ensuring any issues, exposure and concerns are appropriately communicated and addressed
  • The development and maintenance of safe and legal policies and procedures, that deliver best practice standard operating procedures for all areas listed within scope
  • Ensuring that all resorts are fully aligned to common SOP’s
  • To support delivery of highest guest experience, through providing resorts teams with clear, defined ways of working, supporting materials and guidance
  • Drive ongoing development of CAFF, identifying opportunities to improve processes and efficiencies resulting in reduction in problems reported and increased problem resolution
  • Develop and deliver all department Brand Standards
  • Working with Butlins marketing team, ensure the guest communications relating to overall operation is accurate, informative, and supports guest experience
  • Map ways of working and ‘tools to do the job’ process across all departments
  • Ensure Tech and IT are aligned to ways of working and support resort teams to deliver the guest experience
  • Consistently seek out improved ways of working with a Lean thinking mindset and map/update all collateral
  • Complete operational reviews and ensure we learn to continually evolve and improve our ways of working
  • Identify and develop training material requirements and support packages, and support delivery of material alongside training teams
  • Work with the training teams to ensure that technical & operational competency is maintained to highest standard and up to date
  • Work alongside Capex planning to ensure any design is tested and ways of working tools/equipment mapped and implemented
  • Be the operational focus and support for all Capex projects and develop and maintain strong relationships
  • Work with procurement to manage department supplier base and ensure all systems and documents are updated
  • Ensure we are safe and secure at all times – manage all H&S processes with new products or business partners
  • Manage all PPE and safety requirements for resorts
  • To introduce and maintain a group of 3rd party specialists to create an expert knowledge and support infrastructure
  • Represent business in relevant specialist bodies to ensure we maintain relevant awareness
  • legislation changes and external influences
  • Working alongside Butlins IT department, evolve the guest & team journeys to ensure simple & effective, ways of working through technology
  • Create effective communication channels to all stakeholders across resort

Requirements

  • Experienced in a leadership role in large scale Accommodation/Guest Services or Resort Safety sector
  • Front line operational experience with proven delivery track record
  • Previous experience of developing and implementing effective operating policies, procedure and ways of working
  • Ideally have experience of supporting and influencing multi-site locations
  • Demonstrable success in influencing teams to success in Managing performance, Delivering compliance, Improving guest experience, Reducing problems and risk, Communicating to large scales teams
  • Relationship management of external partners
  • Ability to manage key priorities and adapt quickly to change
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