Owner & Guest Experience Manager
- Recruiter
- Confidential
- Location
- Nairn
- Salary
- Competitive
- Posted
- 24 Sep 2021
- Closes
- 22 Oct 2021
- Sectors
- Catering & Hospitality
- Contract Type
- Permanent
- Hours
- Full Time
RECRUITMENTiQ is working in partnership with the UK's largest holiday park operator, who is looking to recruit a passionate and motivated Owner & Guest Experience, Manager.
With numerous awards under our belt, we're constantly striving to offer the best holiday experience to our customers and owners. Using our years of combined experience, we aim to create an open and honest dialogue with our customers to find new ways to expand and improve.
We continue to find new and exciting ways to exceed customer expectations, ensuring our guests and owners create amazing memories every time they visit our Holiday Park.
We are looking to appoint a passionate and motivated Owner & Guest Experience Manager to work as an integral part of the park leadership team developing effective working relationships with all departments.
You will be responsible for delivering excellence in guest & owner experience, working with all team members and departments to influence and collaborate.
To support driving delivery and consistency across guest relations and standards.
Key Accountabilities
Deliver Owner & Guest interaction through all communication channels to engage & develop strong community's whilst enhancing experience
Work closely with the HOD on the park, other park teams, and Central Support team to achieve and align brand standards, best practice, and expectations
Understand, analyse and effectively use, insight and customer feedback to identify emerging issues promptly and proactively solve problems before they escalate.
Take accountability and be responsible for managing all customer/owner complaints and goodwill within the guidelines
Be the voice of the customer to bring to life the guest and owner experience to improve feedback and reviews
Lead the team to ensure Guest Experience targets are met and continuous improvement in the following CSAT/NPS/customer experience scores/complaint ratio
Training, Coaching, and building the capability of the experienced team is essential, equipping them with tools and knowledge to succeed.
Provide and maintain welcoming and resourceful Owner and Guest reception areas.
Identify and maximise opportunities for Owners and Guests by understanding the needs of the customer to maximise revenue across all channels, ensuring you are well versed with all current promotions and incentives with a focus around additional aftersales services and activity management.
Utilise all systems available to maintain a customer database in order to facilitate future guest & Owner experience opportunities.
Be a key contact point and knowledge bank in the local area to assist in tailoring the customer experience including forums and owner events such as newsletters/forums/pre-arrival calls and on park experience which is all engaging and relevant
Plan, schedule and deliver a wide range of Owner & Guest events such as forums, drop-ins, and social events that are tailored to the customer's in your park to build a sense of community in line with the group customer strategy. Please note these events may happen on weekends or after normal working days.
Contact guests prior to arrival to discuss their holiday stay and offers, upgrades, extensions to enhance service experience and upsell in line with central guidance and support.
Attend and support new Owner Welcome Meetings with the General Manager as required, to encourage point of contact relationships.
Ensure that Owners continue to maintain their Owner Account with us, including valid holiday home insurance, gas, and electric safety certificates, and any invoices due for payment.
Ensure that all gas and electrical testing is carried out within the agreed timescale.
Build relationship with Owners to increase subletting percentage, ensuring that all owner accommodation is respected and maintained to the highest standard.
Requirements
Have the ability to build excellent relationships with customers both internal and external
Have a good commercial awareness
Have excellent communication and interpersonal skills
Have a proven record of effective leadership & development of others
Have excellent IT skills, and be competent in analysing data insight
Dynamic with the ability to motivate & inspire
Previous customer facing experience is essential with the ability to deliver written & social messaging across platforms
Benefits
Competitive rates of pay
Discretionary bonus packages
Fantastic team environment
25% discount on holidays for yourself, friends and family
Stand-by breaks are available at a discounted rate
Full uniform and training provided where necessary
People are at the heart of our business. We pride ourselves on supporting our employees to reach their full potential, therefore as a valued employee, you will have the opportunity to learn new skills, work for a successful and well-established company.
The selected candidate must be able to experience our company values while achieving and exceeding responsibilities.
If you are looking to join a fast-paced and high energy environment and see yourself as a dedicated team member who believes in working together please submit your CV and a cover letter explaining why you are the right person for this position
With numerous awards under our belt, we're constantly striving to offer the best holiday experience to our customers and owners. Using our years of combined experience, we aim to create an open and honest dialogue with our customers to find new ways to expand and improve.
We continue to find new and exciting ways to exceed customer expectations, ensuring our guests and owners create amazing memories every time they visit our Holiday Park.
We are looking to appoint a passionate and motivated Owner & Guest Experience Manager to work as an integral part of the park leadership team developing effective working relationships with all departments.
You will be responsible for delivering excellence in guest & owner experience, working with all team members and departments to influence and collaborate.
To support driving delivery and consistency across guest relations and standards.
Key Accountabilities
Deliver Owner & Guest interaction through all communication channels to engage & develop strong community's whilst enhancing experience
Work closely with the HOD on the park, other park teams, and Central Support team to achieve and align brand standards, best practice, and expectations
Understand, analyse and effectively use, insight and customer feedback to identify emerging issues promptly and proactively solve problems before they escalate.
Take accountability and be responsible for managing all customer/owner complaints and goodwill within the guidelines
Be the voice of the customer to bring to life the guest and owner experience to improve feedback and reviews
Lead the team to ensure Guest Experience targets are met and continuous improvement in the following CSAT/NPS/customer experience scores/complaint ratio
Training, Coaching, and building the capability of the experienced team is essential, equipping them with tools and knowledge to succeed.
Provide and maintain welcoming and resourceful Owner and Guest reception areas.
Identify and maximise opportunities for Owners and Guests by understanding the needs of the customer to maximise revenue across all channels, ensuring you are well versed with all current promotions and incentives with a focus around additional aftersales services and activity management.
Utilise all systems available to maintain a customer database in order to facilitate future guest & Owner experience opportunities.
Be a key contact point and knowledge bank in the local area to assist in tailoring the customer experience including forums and owner events such as newsletters/forums/pre-arrival calls and on park experience which is all engaging and relevant
Plan, schedule and deliver a wide range of Owner & Guest events such as forums, drop-ins, and social events that are tailored to the customer's in your park to build a sense of community in line with the group customer strategy. Please note these events may happen on weekends or after normal working days.
Contact guests prior to arrival to discuss their holiday stay and offers, upgrades, extensions to enhance service experience and upsell in line with central guidance and support.
Attend and support new Owner Welcome Meetings with the General Manager as required, to encourage point of contact relationships.
Ensure that Owners continue to maintain their Owner Account with us, including valid holiday home insurance, gas, and electric safety certificates, and any invoices due for payment.
Ensure that all gas and electrical testing is carried out within the agreed timescale.
Build relationship with Owners to increase subletting percentage, ensuring that all owner accommodation is respected and maintained to the highest standard.
Requirements
Have the ability to build excellent relationships with customers both internal and external
Have a good commercial awareness
Have excellent communication and interpersonal skills
Have a proven record of effective leadership & development of others
Have excellent IT skills, and be competent in analysing data insight
Dynamic with the ability to motivate & inspire
Previous customer facing experience is essential with the ability to deliver written & social messaging across platforms
Benefits
Competitive rates of pay
Discretionary bonus packages
Fantastic team environment
25% discount on holidays for yourself, friends and family
Stand-by breaks are available at a discounted rate
Full uniform and training provided where necessary
People are at the heart of our business. We pride ourselves on supporting our employees to reach their full potential, therefore as a valued employee, you will have the opportunity to learn new skills, work for a successful and well-established company.
The selected candidate must be able to experience our company values while achieving and exceeding responsibilities.
If you are looking to join a fast-paced and high energy environment and see yourself as a dedicated team member who believes in working together please submit your CV and a cover letter explaining why you are the right person for this position