Reservations & Park Support Manager (Fixed Term Maternity Cover)

Reservations & Park Support Manager - Fixed Term Contract (Maternity Cover)

Full Time, 37.5 hours per week, part time hours considered.

Working pattern will be 5 days from 7 on a rota basis, which will include evenings, weekends and Bank Holidays.

Based at Kelling Heath Holiday Park with travel to Woodhill Park and our Head Office in Norwich as required.

Circa. £40K per annum, pro rata for part time hours.

We are looking for a Reservations & Park Support Manager (fixed term contract) at Kelling Heath Holiday Park, working in a unique setting in North Norfolk. If you are a natural leader, keen to develop and support your team, with a passion for customer service, then we would love to hear from you.

The overall key purpose of the role is:

• to manage the Reception and Reservations team ensuring the department delivers its operational budgets and maintains the highest levels of customer care at all times.
• to deliver year on year growth at both Kelling Heath and Woodhill Park for bookings of lodges, holiday homes and touring
• to work closely with the marketing team to ensure social media and digital marketing activity drives awareness, engagement and maximises occupancy.

What will I be doing?

Your key responsibilities will be as follows:

People:

• Responsible for the overall day-to-day management of the team, ensuring they are motivated, engaged, supported and trained in line with company standards.
• Prepare rotas for the team and ensure timesheets are completed in a timely manner.

Service:

• Ensure an exceptional service is delivered to meet customer service standards.
• Keep up to date with current products and promotions and the events calendar available across the park.
• Manage guest feedback and complaints promptly.

Profitability:

• Liaise with marketing to ensure hire fleet and touring meet their revenue/occupancy targets.
• Assist with a forward forecasting update at weekly meetings and, where applicable, engage with colleagues to improve this position.
• Encourage the team to sell activities and other revenue streams to guests either when they are on park or at the time of booking.

Marketing:

• Assist the Marketing Manager in determining PR and marketing messages for both Parks.
• Work with the Marketing Manager to ensure there are comprehensive social media and digital marketing campaigns to drive engagement amongst existing guests and to attract new guests to meet occupancy and revenue targets.
• Send electronic digital marketing campaigns to the guest data base.
• Review and advise on amendments required to the Parks websites and guest terms & conditions.
• Assist with the management/monitoring of the RMS online interface on the websites for Kelling Heath and Woodhill Park and ensure the external agency makes the changes required.

Safety

• Maintain a clean and safe working environment and comply with all Company Health and Safety policies.
• Report any maintenance issues immediately via MyBuildings.

Other Duties:

• Undertake Duty Management shifts as required

What are we looking for?

Essential:

• Experienced leader with a track record of people management.
• Excellent communication skills - verbal and written
• Proficient user of Microsoft office suite.
• High integrity, reliable and respectful
• Self-motivated, able to use own initiative and work pro-actively.
• Organised, decisive and hard working - 'get things done'
• Team player - builds and maintains good relationships with all colleagues.
• Is inspired to deliver a consistently great guest service.

Desirable:

• Experience working in accommodation, reservations, reception or sales.
• Numerate with good financial and commercial acumen
• Knowledge of reservation (RMS), tills and CRM systems
• Knowledge of Social Media and Digital Marketing

How to Apply:

We are open to all, and we value the unique skills of everyone. If you’re a suitably qualified applicant we encourage your application whatever your age, disability, gender, gender identity, race, religion or belief, sexual orientation or socio-economic background.

With some recruitment stages, where candidates are equally qualified, we will seek to prioritise diversity to help us to increase representation across the company.

Please apply with your CV and a covering letter telling us your reasons for applying and what makes you a good fit for the role. Please apply by 19 April 2024 . Please assume you have been unsuccessful if you have not been contacted by our HR team by 30 April 2024.

If you need any adjustments or would like to discuss submitting your application in a different format, please contact us.

We will interview suitable candidates as they apply. This means the role may close at short notice and without prior warning.