Senior Manager - Accommodation & Guest Services Job at Butlin's (Bognor Regis)

Job Description

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.

Job Responsibility

Ensure smooth planning and delivery of the department
Drive problem resolution through the Guest Services department
Ownership of the business strategy, reviewing and taking actions to improve guest experience
Drive Clean and Fault Free (CAFF) approach to accommodation
Identify opportunities for improving focus on guest feedback and NPS growth
Accountable for problem resolution through the Guest Services team
Cover all public venues and areas from a cleaning perspective
Drive business strategy by setting clear goals and expectations
Nurture an environment that the team can perform at their best
Hold accountability for all guest accommodation cleaning and all public area cleaning across the resort
Leadership of the guest services team
Ensure a smooth arrival process by break type
Work with proposition and pre-arrival marketing teams to plan and review guests needs
Manage proactive query and complaint resolution
Escalate more complex guest queries
Accountable for dealing with complaints and ensuring 'solve on site' policy is in place
Work closely with the Resort Director & peers
Manage the complaint resolution budgets within their P&L
Work closely with the Senior Manager Facilities to log maintenance and room issues
Plan how to resolve issues by planning and forecasting of units
Work closely with allocations and yield team to ensure awareness of arrival numbers and any specific requirements
Drive a problem-solving attitude
Manage the operational refurbishment processes
Work alongside central support teams
Understand Capex Plans, H&S Compliance for the departments
Set clear goals and PDPs for direct leaders
Provide feedback and clear succession plans
Ensure leaders fulfil the 90 day process for all new team
Ensure all new team members are allocated a buddy
Monitor engagement levels
Work with the people team to identify opportunities to drive engagement and retention
Accountable for people management of the department, including all people tasks from onboarding through the employee life cycle

Requirements

Excellent level of operational knowledge in cleaning or soft services
Excellent level of hands-on experience in a guest relations or customer service leader role
Experience in leading large teams in fast paced environments
Good financial knowledge with the ability to forecast and manage costs in line with budgets
Ability to manage multiple priorities and adapt quickly to changing requirements
Experience in leading a mixture of permanent and temporary teams to deliver excellent standards
Ability to effectively lead, coach and motivate team, even in times of high demand
Understanding different communication styles and ability to communicate well at all levels

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Senior Manager - Accommodation & Guest Services

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