Senior Manager - Accommodation & Guest Services Hiring Immediately - Placed App : Job Details

### Description**About the Role ** The Senior Manager for Accommodation & Guest Services will ensure thesmooth planning and delivery of a department that promotes the highestoperational standards within Resort cleanliness and accommodation cleanliness,whilst driving problem resolution through our Guest Services department.Ownership of the business strategy, ensuring you are reviewing and takingactions around improving the guest experience will be an essential part of therole.This role will ensure it is driving our Clean and Fault Free (CAFF) approachto our accommodation and identifying opportunities for improving our focus onguest feedback and NPS growth. Accountability will also sit with the role forproblem resolution through the Guest Services team which is drivenpredominantly through accommodation complaints and queries. This role willalso cover all public venues and areas from a cleaning perspective.The role will drive business strategy by setting clear goals and expectationswhilst nurturing an environment that the team can perform at their best.### General Duties & Key AccountabilitesYou will hold accountability for all guest accommodation cleaning and allpublic area cleaning across the resort, along with leadership of our guestservices team dealing with all guest services queries that are raised to theresort – most of which will be focused on accommodation. This role will ensurea smooth arrival process by break type, working with proposition and pre-arrival marketing teams to plan and review guests needs. Managing proactivequery and complaint resolution where possible and escalation of more complexguest queries.You will be accountable for dealing with complaints and ensuring that our‘solve on site’ policy is in place working closely with the Resort Director &peers, managing the complaint resolution budgets within their P&L.;You will be working closely with the Senior Manager Facilities to log anymaintenance and room issues and plan how to resolve any issues by planning andforecasting of units to ensure correct support requirements of team are met.Time will be spent working closely with allocations and yield team to ensureawareness of arrival numbers and any specific requirements. This will drive aproblem-solving attitude to deal with Team and guest comments in a positivemanner and take appropriate action.This role covers management of the operational refurbishment processes,working alongside the central support teams and understanding Capex Plans,H&S; Compliance for the departments.You will set clear goals and PDPs for direct leaders, providing feedback andclear succession plans, ensuring leaders fulfil the 90 day process for all newteam, and theyre all allocated a buddy. Monitor engagement levels and workwith the people team to identify opportunities to drive engagement andretention. Accountable for people management of the department, including allpeople tasks from onboarding through the employee life cycle. Employee lifecycle refers to PDP’s, performance management, required training, and anyformal HR process.### About YouYou should hold an excellent level of operational knowledge in cleaning orsoft services, have an excellent level of hands-on experience in a guestrelations or customer service leader role. You should have experience inleading large teams in fast paced environments with good financial knowledgewith the ability to forecast and manage costs in line with budgets.Be able to manage multiple priorities and adapt quickly to changingrequirements, have experience in leading a mixture of permanent and temporaryteams to deliver excellent standardsand hold the ability to effectively lead, coach and motivate team, even intimes of high demand. Understanding different communication styles and havethe ability to communicate well at all levels should be an asset of yours.### 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!