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Senior Guest Services Shift Manager

Senior Guest Services Shift Manager

Posted 20 September by Center Parcs
Featured Ended

We’re a thriving team passionate about working together to deliver excellence, all in a natural forest environment.

Join the UK’s number one short break destination. We are proud to have more than 7,000 team members across five Center Parcs Villages and Head Office, working to create memorable experiences for families in beautiful forest locations.

ABOUT US

Be the difference between guests experiencing a good break and a great break at Center Parcs.

The Guest Services team handle the check-in of around 4,000 guests twice a week at each Village, and are the key point of contact for guest queries, concerns and issues at any time of day or year. Each Guest Services team is integral to delivering an experience that will exceed guests’ expectations, from the moment they drive into Center Parcs, until the moment they leave.

ABOUT THE BENEFITS

  • Annual profit share/management bonus
  • Staff Reward Scheme
  • Free use of leisure facilities
  • Discounted Center Parcs breaks
  • 20% discount in restaurant and retail outlets

ABOUT THE ROLE

In liaison with the Guest Services Manager, this role will be the first point of contact for escalated guest issues, queries and complaints. As Lead Shift Manager you will play a key role in the development and coaching of team members as well as taking on additional responsibilities to support the function of the Guest Services Department including the Arrivals process.

You will be required to supervise the Guest Services and Arrivals team on a daily basis to achieve excellent service standards, issues need to be resolved timely and prior to the guest’s departure by liaising with other departments such as Technical Services and Housekeeping. In conjunction with the Guest Services Manager you will assist with the full recruitment process and co-ordinate administrative tasks such as rotas, timesheets, planning staff holidays and preparation of guest letters.

HOURS OF WORK

Please note this is a fixed-term contract for 12 Months.

You will be contracted to work 160 hours per 4 week period. This means that your hours and days of work could vary each week, but you will always receive at least your contracted hours each period.

As our Village is open 365 days of the year, your working hours may include weekends, public / bank holidays and during Christmas and/or New Year on a rota basis.

ABOUT YOU

Essential requirements:

  • GCSE grade ‘C’ or equivalent English and Maths
  • Ability to deal with escalated guest complaints (with support)
  • Excellent communication and negotiation skills
  • Proven excellent guest/customer service skills - including resolving issues face to face, by telephone, email and via social media
  • Good working knowledge of Microsoft Word and Excel
  • A flexible approach to working hours as business levels dictate

Desirable requirements:

  • 2 years supervisory experience for a small team, preferably within the guest/customer services environment

Closing date: 4 October 2018 at 12 Noon

1st Interviews to be held: 11 October 2018

Please note this vacancy may close at any time once sufficient applications have been received. Early submission of your application is therefore encouraged.

Reference: 36164518

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