Guest Experience Manager

Center Parcs

Ballymahon, Co Longford
€74,800 per year
Permanent
Full-time

24 days ago
Apply easily

We’re a thriving team passionate about working together to deliver service excellence, all in a natural forest environment.Welcome to Center Parcs – the number one choice for short break holidays, employing a team of over 9,500 employees across six separate villages located in the UK and Ireland.GUEST EXPERIENCE MANAGER | Circa €74,800 per annum plus 18% bonus schemeA strong guest welcome is an excellent start but what happens after is just as important. Whether guests stay for three, four or seven nights, whether it’s their first stay or their 20th year visiting us, we want to ensure a unique, high-quality and consistent guest experience. Here at Longford Forest, our service standards are in place, and our teams are on board, and the role of Guest Experience Manager will oversee a seamless experience from arrival to departure.It’s a senior leadership role and you’ll be working with the Service Delivery team, comprising Security, Guest Services and Village Marketing, as well as Duty Village Managers, to increase guest satisfaction by equipping them with the skills and resources they need, whilst taking full accountability for their performance on the village.Specifically, this will include:

Helping your team to adapt to the changing demands and constraints and inspiring them to execute your vision for excellence
Coaching and developing managers around team performance issues and ensuring regular training and development requirements are met
Understanding what’s happening on village and how projects or unplanned events may have an impact on service standards, and then planning/implementing changes to minimise guest disruption
Supporting the Deputy Village Director to take ownership of our Delivering Excellent Service strategy, whilst also protecting the integrity of the guest journey and collaborating with peers to deliver the village business plan
Managing the service delivery budget, forecasting and presenting results on a period basis
Maintaining positive working relationships with all relevant internal and external stakeholders
Regular participation in the senior duty management rota, which will involve making decisions outside of your functional area and escalating serious operational issues

ABOUT YOUAs you can imagine, the scope of the role and size of the operation requires someone with direct experience of managing a large, diverse team in a guest/service focused hospitality, tourism or hotel environment, who has proven expertise in managing guest expectations and protecting a brand reputation.In addition, you’ll be someone who is incredibly passionate about customer service and strives to always provide a flawless experience, and not just for our guests. You’ll maintain a positive working relationship with all relevant external stakeholders who interact with the Service Delivery Team Managers, to maximise the benefit to the business of those relationships, such as local police & community liaisonWe’ll also need you to demonstrate:

Excellent influencing and negation skills
Experience in planning and organising
Competence in managing contingencies
The ability to juggle multiple priorities and see the bigger picture - using your skills across the wider business

ABOUT THE BENEFITSIn return for your commitment and ability, we can offer you some unique benefits you won’t find anywhere else.

Management Bonus Scheme
Pension Scheme with Life Assurance
Colleague Recognition and Reward Scheme – offering a choice of Center Parcs and High Street vouchers
Free use of our leisure facilities
Discounted Center Parcs breaks
20% discount in our restaurant and retail outlets
Access to Perks at Work Portal - offering a wide range of retail and leisure discounts
An Employee Assistance Program - providing support on financial, health and legal matters
Excellent opportunities for career development and progression with the opportunity to gain externally recognised qualifications

If this sounds like your ideal job, then we’d love to see your application.

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