Guest Experience Manager

Employer
Parkdean Resorts
Location
Scotland
Salary
Competitive
Closing date
25 Apr 2021

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Sector
Bar & Pub jobs, Destination Pub Manager
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Job Details

• Deliver Guest interaction through all communication channels to engage & develop strong community’s whilst enhancing experience
• Work closely with the HOD on park, other park teams and Central Support team to achieve and align brand standards, best practice, key messaging and expectations. Which will support with local content to make pre-arrival and on park experience engaging and relevant
• 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 complaints and goodwill within the guidelines
• Be the voice of the customer to bring to life the guest 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 experience team is essential, equipping them with tools and knowledge to succeed.
• Provide and maintain a welcoming and resourceful Guest reception areas.
• Identify and maximise opportunities for 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 experience opportunities.
• To be a key contact point and knowledge bank on local area to assist in tailoring the customer experience including pre-arrival calls and on park experience which is all engaging and relevant
• Contact guests prior to arrival to discuss their holiday stay and offer, upgrades, extensions to enhance service experience and upsell in line with central guidance and support.
• To 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.

Key performance indicators
• Guest experience – check in scores
• Reviews – responding on all platforms
• Ratio – Guest

 

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