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Senior Manager - Accommodation & Guest Services

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Butlin's

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Location:
United Kingdom , Bognor Regis

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Category:
Hospitality and Tourism

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Contract Type:
Employment contract

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Salary:

Not provided
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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

Additional Information:

Job Posted:
January 20, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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