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Guest Service Manager - Europe

Neilson Active Holidays
Work in Europe!
Up to £1300 PCM based on experience + accommodation* + great overall package
Closing date
2 Dec 2022
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Job Details

Guest Service Manager - Europe 

Salary: Up to £1300 PCM based on experience + accommodation* + great overall package

Dates: April - November

Location: European Beach Resorts

Reports To: Resort or General Manager

Job Role Summary:

As Guest Service Manager your primary responsibility will be to ensure that we consistently exceed our guest expectations. It is essential to connect with all guests during their holiday, address any complaints, and handle them quickly and efficiently.

You’ll need the perfect combination of excellent interpersonal skills a friendly, approachable, and outgoing personality. It’s also essential that you’re efficient, reliable, assertive, and conscientious.  

You’ll be a visible presence around the resort, keeping an open line of communication with our guests, maintaining rapport and addressing/rectifying issues efficiently. Your main priority is creating a fantastic holiday experience for our guests, and this will be at the centre of everything you do.

We are always looking for friendly, enthusiastic, and approachable individuals to join our fantastic team, so if this is the role for you, please apply online today.

Key Responsibilities and Tasks:

  • To be passionate about creating, perfecting, taking full ownership and responsibility for all aspects of a perfect guest holiday experience
  • To work closely with your fellow senior hotel management team to create a welcoming guest environment across all departments
  • To be the customer service ambassador for the Neilson Active Holidays and to ensure we are consistently delivering a premium holiday experience 
  • To bring exceptionally high standards and attention to detail
  • As a brand ambassador, you will be the main point of reference for all guests
  • You will be resourceful and able to display extensive knowledge of your hotel & resort – You’ll know everything about everything, and what you don’t know; you’ll know who to ask
  • You will be responsible for creating the first and last impressions for our guests and ensuring that all resort team members always understand/support the importance of this
  • You will manage all pre and post communications to ensure a seamless experience for our guests 
  • Take a pro-active approach to achieve excellent guest feedback
  • You will efficiently and effectively identify/resolve all customer problems or complaints as/when they arise 
  • You will work closely with the Senior Management team to take the necessary corrective action to prevent any future re-occurrence of these issues 
  • To be aware of the basic legal requirements about health and safety, hygiene and security within the local, European and British laws
  • To report any supply or equipment needs and to immediately flag any equipment defects to the General Manager

Operational Management: 

  • You will work closely with the Resort Host to develop and deliver a varied and balanced resort entertainment program – This program will create an inclusive social atmosphere suitable for all and will assist in the generation of additional resort income
  • You will be a visible and physical presence during mealtimes, coffee mornings, bar afternoons, and social events – This is an important time for guests to speak with you, ask you questions or raise any issues.
  • You will manage and coordinate the airport transfer days for guests departing and arriving – This will include prepping the transfer reps, going to the airport, coordinating coaches and dealing with any flight problems, i.e. lost bags
  • You will work closely with the Senior Managers throughout the season to ensure that we meet our duty of care
  • You will manage guests over multiple arrival days and ensure that all have an equally excellent experience
  • You will own and manage the entire guest experience from the welcome as they step off the plane through to the minute they step back on board
  • You will identify anything that could have a negative impact on the premium guest experience and report back to the UK Director of Customer Experience on a weekly basis
  • Your job is to create, finesse and deliver the premium experience sold to our guests
  • You will find solutions to overcome any resort barriers, and we will challenge you to find the faults, raise and rectify them
  • You are the brand, the personality of your hotel

Leadership, Management, Personal Skills & Qualities:

  • Strong leadership and personal presence
  • Ability to demonstrate focus, energy, and tenacity in the pursuit of results
  • Self-motivated and able to motivate, influence, and inspire others
  • Previous experience in customer service within the hotel and hospitality industry is crucial 
  • A confident and entertaining persona
  • A solid understanding of excellent customer service practice
  • Excellent interpersonal and communication skills with the ability to effectively communicate in English, both verbally & written
  • To manage, record, and resolve guest complaints as a priority 

Technical Skills & Knowledge:

  • Previous experience in event coordinating & organisation
  • Strong microphone skills, the ability to project voice and to sound interesting
  • Foreign language skills would be helpful but not essential

Experience & Track Record:

  • Previous experience in a hotel/travel environment is essential
  • Previous overseas experience is essential
  • Previous experience within the active holiday sector is desirable

Personal Qualities:

  • Welcoming, professional and enthusiastic
  • Highly motivated
  • Organised and punctual
  • Flexible
  • Target orientated with excellent negotiation skills
  • Clean and tidy appearance
  • Approachable, confident, knowledgeable



If you've got the passion, we've got the opportunity!

Working for Neilson Active holidays is more than a job, it's a lifestyle! It's all about sharing your passion for the activities you love. You'll be working hard, but the work is fun and there's always plenty of time to play!

We are always looking for friendly, enthusiastic and approachable individuals to join our amazing team! People who can build rapport with ease and continue to give our guests confidence in the fact, that every element of their holiday is being delivered by people that care.

Who Are Neilson Active Holidays?

We are proud to be one of the leading active holiday specialists and have been delivering awesome holidays for over 40 years.

Year after year our guest’s love to return to our resorts to experience the expertise of our resort teams, whether it’s for a top-notch sailing lesson from our qualified RYA instructors, a delicious cocktail freshly served by our experienced bar team or to hit the slopes with one of our Neilson Mountain Experts.

Bring your passion to our team!

You'll need to be a strong, natural communicator who is able to build rapport with ease and interact confidently with both our guests and other staff members alike.

Neilson Active Holidays is bursting at the seams with opportunities to fine tune your talents and the experiences that you will take away from working anywhere within our programme will stand you in great stead for the future.

In addition to all of this, you'll be able to master some amazing activity sports along the way!

Who are we looking for?

  • Those with a great sense of humour!
  • Likeable, charismatic, individuals with bags of character and contagious enthusiasm!
  • Those who can demonstrate the desire to get involved, enhance their skills and share their expertise!
  • Genuine personalities, those that are kind, friendly and helpful in their nature!
  • People who can bring a bit of individual magic to our award-winning team!
  • Grafters that are not scared of hard work, they strive to be the best and can have lots of fun whilst they do it!
  • Those with a great work ethic and the right attitude!
  • Problem solvers that are responsible, punctual and have the ability to use their common sense!
  • Well mannered and positive in their outlook on life!

Training, Development And Career Progression

We want to develop our staff, provide opportunities to learn new skills and give you the chance to follow in the footsteps of many senior Neilson managers who have worked through the ranks with great success.

We have former chalet hosts are now in charge of the largest hotels in our programme and former windsurfing instructors who are now the operational/commercial masterminds behind the development of our biggest products.

If you are happy to put in the hard work and thrive under pressure, we can offer you a challenging and very rewarding career.

The Neilson team are the backbone of the business and we want to be a great company to work for. We listen to what our team have to say and constantly strive to make everything the best it can be. We will ensure that you're properly trained in all aspects of your role in order to meet the expectations of our guests and satisfy all legal requirements.

The Recruitment Process

Working for Neilson is more than a job, it's a lifestyle. It's all about sharing your passion for the activities you love and we are always looking for the best people to join our team.

If you're up for the challenge, we'd love to hear from you, so kick-start your adventure and complete an online application today.

Give yourself the best chance and be sure to complete every section thoroughly so that we can get a feel for who you are and what you are all about.

If your application passes the initial criteria, you will be placed on a list of potential candidates, however, this does not guarantee an interview at this stage.

The team will then take a closer look at the information you have provided to see if you could be a good fit for the business and for the role to which you have applied.

IMPORTANT NOTE: If you are unable to apply for a specific position through our online application form then this role is not currently available!


Find Us
Neilson Active Holidays
East Sussex
United Kingdom
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