Guest Services Shift Manager Hiring Immediately - Placed App : Job Details

### Description**Summary of Role Purpose ** The Guest Services Shift Manager will be responsible for ensuring the GuestServices Team deliver an exceptional guest experience to all guests visitingthe resort.The Guest Services Team are the main point of contact for any questions,issues or concerns experienced by guests during their break. This can rangefrom questions about accommodation and activities, complaints, accessibilityrequests and more.You will also liaise very closely with the wider Guest Services &Accommodation Team to manage any issues proactively that arise to ensure wecan try and improve the experience for the guest.**** ### Key ResponsibilitiesWe are looking for a candidate responsible for resolving guest issues,ensuring high guest satisfaction as measured by Net Promoter Score (NPS), andfostering a positive team environment reflected in the Employee Net PromoterScore (ENPS). Additionally, this role will handle the resolution of clean and fault-free(CAFF)-related matters and oversee compensation management to ensure fair andtimely outcomes.### About YouAs the Guest Services Shift Manager, your responsibility includes overseeingGuest Service during your shift and ensuring seamless daily operations throughprompt and effective resolution of guest inquiries, issues, and complaints. The role entails documenting and prioritising tasks in collaboration with thefacilities and accommodation teams, fostering a positive and proactiveapproach to problem-solving based on feedback from guests and staff. Additionally, you will monitor guest Net Promoter Scores (NPS), using insightsto enhance the guest experience, ensure health and safety compliance withinyour team, and collaborate with the people team to boost engagement andretention.### Key Knowledge, Experience & QualificationsFor this position, we are seeking someone with extensive experience in GuestServices or Customer Service, along with a strong background in conflictresolution and assisting dissatisfied customers and guests. Effectivecommunication and the ability to adapt communication styles to differentsituations are essential, as well as an empathetic and understanding approach.The ideal candidate should be skilled in managing multiple priorities,adapting quickly to changing demands, and effectively leading, coaching, andmotivating a team, especially during high-pressure periods.### About ButlinsAt Butlin’s, we’re all about fun, excitement, and adventure by the bucketload!For over 80 years we’ve been delighting hundreds of thousands of guests eachyear, whether on a non-stop action family break or our epic Adult only BigWeekenders. Ask any of our team, past and present, and one of the best things they’ll sayabout working at Butlin’s is our culture! We’re all about providing our guestswith an Altogether More Entertaining and Fun Break, brought to life throughour three mighty values. So, if you want a role where you Create Smiles, where you aren’t afraid to GetStuck In and where the team genuinely Cares For Each Other – this could be theperfect fit for you. There has never been a more exciting time to join Butlin’s!