Guest Services & Sales Head of Department
Butlin's
Bognor Regis, UK
4d ago

ROLE PURPOSE

TheSales & Guest Services Head of Department will ensure the smooth planningand delivery of a department which promotes the highest operational standardswhich exceed guest expectations within the following areas : Guest ServicesDepartment including : Guest Services, Switchboard, Telephones, HotelReceptions and Check-In.

The Sales Department including : Day Visitors, Holiday BookingShop, Hotline, Conference & Events and Social Communications.

You will drive aculture of excellence where high fulfilment delivers high performance for bothour team and our business which in turn creates memories which delight our guests.

You will be responsible for driving and identifying opportunities forfinancial success, guest service and team engagement.

You will nurture anenvironment that allows all teams to perform at their best by setting cleargoals

KEY RESPONSIBILITIES

We Delight Our Guests

  • Analyses guest feedback and reports on key trends and uses guest feedback, market data, trends and toimprove and develop standards across the department.
  • Ownership of consistentdelivery of a quality Butlin’s experience in line with brand and / or venue guidelines,as well as resort wide to ensure we are continually looking and learning
  • Promotes aproblem-solving attitude across the department to deal with all guest commentsin a positive manner and take appropriate follow up action, turning anynegative customer experiences into positive ones
  • Accountability forprojecting for guest demand, pro-actively arranging appropriateresource / support to ensure the guest experience is not affected in line withbudget requirements
  • Demonstrates and rolemodels a commitment to delivering a superior guest experience in everythingthat you do
  • Takes responsibility to ensure all team are adheringto the Bourne Leisure Team Handbook and the cultural values taught in culture and departmental training.
  • A Place Where Talent Thrives

    Leads and develops aleadership team which :

  • Creates an environmentwhere every team member is encouraged to never stop looking and learningthrough a culture of high fulfilment and high performance.
  • Uses team survey dataand other metrics to develop strategies which engage, develop and grow teamswhich in turn drives retention
  • Continually providesfeedback and coaching to all team, conducting regular check ins, reviews and personal development plans and goals
  • Monitors the initial 90-dayprocess for all new team, ensuring all team are allocated a buddy, and carriessout all 4, 8 and 12-week reviews
  • Sets clear goals andPersonal Development Plans (PDP’s) in line with the business and departmentalstrategy
  • Identifies talentnurturing them through continuous coaching, takes an active role in promotinglearning opportunities for team such as apprenticeships.
  • Nurtures ahigh-performance culture where everyone’s contributions are recognised, wheretalent thrives and rewarding careers are built
  • Supports the recruitmentprocess for selecting exceptional talent through structured interviews
  • Ownership of thedepartmental training plan ensuring compliance with all activity, includingcompliance training, uses Cornerstone to monitor progress
  • Promotes teamwork acrossthe department and encourages opportunities to multi-skill in other departmentsacross the resort.
  • We Strive To Be Better

    Inspire action andownership for delivery of our business strategy, ensuring that the departmentregularly reviews its performance and plans, leading to an improved experiencefor our team, as well as our guests

  • Manages KPI’s based onsales and costs, and identifies business risks, taking corrective action whenneeded
  • Has an exceptional levelof operational knowledge specific to the area of expertise
  • Manages a budget basedon the previous year’s figures, analysing possible future scenarios anddemonstrating an incremental growth.
  • Inspire action andownership for delivery of the departmental plan, by breaking it down intomeasurable objectives.
  • Work towards alignmentof the department to the Business Strategy, Mission Statement as well asH&S compliance.
  • Build and maintainstrong relationships across Butlin’s and Central Support teams.
  • Monitors team engagementlevels and works with People Team to identify opportunities to drive engagementand retention
  • Monitors team retention,using exit interviews to address opportunities to increase retention
  • Demands the best ofyourself and others to continually delight our guests and strive for excellence
  • We Are The Best Place To Invest

    Monitors compliance 100%completion of all Safe & Secure training within the department, implementingstrategies and initiatives to drive completion.

  • Management of departmentbudgets, including payroll, stock and replacement inventory and based onprevious years figures, looking for opportunities for incremental growth
  • Monitors and implementsall company policy and procedures pertaining to the Department and participatesin the development of such policy
  • Actively participates inthe resort strategic plan including capital expenditure
  • About the benefits :

  • Subsidised OFSTED Nursery facilities available on resort
  • 20% off food in our restaurants and take away.
  • Subsidised food and drinks in our team diners.
  • Regular team incentives with great rewards.
  • Opportunity to earn up to £1,000 when you refer friends to join our great team
  • Holidays discounts of 20% for all of your family & friends in Haven, Butlin's & Warner Hotels
  • Use of pool and many other leisure facilities.
  • Funded qualification development opportunities from Level 2 to Masters Degrees for permanent team members.
  • Access to the Employee Assistance Programme including support for your wellbeing and free access to advice and expertise on financial and legal matters etc
  • Fantastic discounts when making purchases from most major retailers and hundreds of discounts on everyday purchases
  • Team Member of the Month Awards
  • Instant Recognition schemes with great rewards through our busiest times
  • Long Service awards for permanent team members
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