Owner Guest Experience Assistant Manager
- Employer
- Parkdean Resorts
- Location
- Dorset
- Salary
- £20800
- Closing date
- 15 Nov 2021
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Job Details
- Deliver Owner & 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 Owner & 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.
- 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.
- 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.
Company
Parkdean Resorts was formed in November 2015 following the merger of Parkdean Holidays and Park Resorts. Today, we own and operate 67 holiday parks across England, Scotland and Wales as the UK’s largest holiday park operator.
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.
Company info
- Mini-site
- Parkdean Resorts
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