Senior Manager Accommodation & Guest Services

Description
About the Role

TheSenior Manager for Accommodation & Guest Services will ensurethe smooth planning and delivery of a department that promotes thehighest operational standards within Resort cleanliness andaccommodation cleanliness, whilst driving problem resolutionthrough our Guest Services department. Ownershipof the business strategy, ensuring you are reviewing and takingactions around improving the guest experience will be an essentialpart of the role. This rolewill ensure it is driving our Clean and Fault Free (CAFF) approachto our accommodation and identifying opportunities for improvingour focus on guest feedback and NPS growth. Accountability willalso sit with the role for problem resolution through the GuestServices team which is driven predominantly through accommodationcomplaints and queries. This role will also cover all public venuesand areas from a cleaningperspective.
The rolewill drive business strategy by setting clear goals andexpectations whilst nurturing an environment that the team canperform at their best.

You will holdaccountability for all guest accommodation cleaning and all publicarea cleaning across the resort, along with leadership of our guestservices team dealing with all guest services queries that areraised to the resort - most of which will be focused onaccommodation. This role will ensure a smooth arrival process bybreak type, working with proposition and pre-arrival marketingteams to plan and review guests needs. Managing proactive query andcomplaint resolution where possible and escalation of more complexguest queries.
You will beaccountable for dealing with complaints and ensuring that our'solve on site' policy is in place working closely with the ResortDirector & peers, managing the complaint resolution budgetswithin theirP&L. Youwill be working closely with the Senior Manager Facilities to logany maintenance and room issues and plan how to resolve any issuesby planning and forecasting of units to ensure correct support /requirements of team are met.
Time will be spent working closely with allocationsand yield team to ensure awareness of arrival numbers and anyspecific requirements. This will drive a problem-solving attitudeto deal with Team and guest comments in a positive manner and takeappropriateaction. Thisrole covers management of the operational refurbishment processes,working alongside the central support teams and understanding CapexPlans, H&S Compliance for thedepartments.
AboutYou
You should hold an excellentlevel of operational knowledge in cleaning or soft services, havean excellent level of hands-on experience in a guest relations orcustomer service leader role. You should have experience in leadinglarge teams in fast paced environments with good financialknowledge with the ability to forecast and manage costs in linewith budgets.
Be ableto manage multiple priorities and adapt quickly to changingrequirements, have experience in leading a mixture of permanent andtemporary teams to deliver excellentstandards and hold the ability toeffectively lead, coach and motivate team, even in times of highdemand. Understanding different communication styles and have theability to communicate well at all levels should be an asset ofyours.

You will set clear goals and PDPs fordirect leaders, providing feedback and clear succession plans,ensuring leaders fulfil the 90 day process for all new team, andthey're all allocated a buddy. Monitor engagement levels and workwith the people team to identify opportunities to drive engagementand retention. Accountable for people management of the department,including all people tasks from onboarding through the employeelife cycle. Employee life cycle refers to PDP's, performancemanagement, required training, and any formal HR process.

Interested?
Ifthis sounds like the perfect opportunity for you, we would love tohear from you. To apply, please submit your CV using the buttonbelow and tell us a little bit about why you would like this rolewith Butlin's and what about this role excites you. Should you haveany questions or require any adjustments for this process, email .
AboutButlin's At Butlin's, we're all about fun,excitement, and adventure by the bucketload! For over 80 yearswe've been delighting hundreds of thousands of guests each year,whether on a non-stop action family break or our epic Adult onlyBig Weekenders.

Ask any of our team, past andpresent, and one of the best things they'll say about working atButlin's is our culture! We're all about providing our guests withan Altogether More Entertaining and Fun Break, brought to lifethrough our three mighty values.
So, if you want a rolewhere you Create Smiles, where you aren't afraid to Get Stuck Inand where the team genuinely Cares For Each Other - this could bethe perfect fit for you.

There has never been amore exciting time to join Butlin's!