Parkdean Resorts
Holiday Sales - Owner and Guest Experience Manager - HS1
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Holiday Sales - Owner and Guest Experience Manager - HS1
Owner & Guest Experience Manager
We’re looking for an inspiring, guest-focused Owner & Guest Experience Manager to champion outstanding service and elevate the complete journey for both Holiday Home Owners and Guests, from their first hello to their final farewell.
If you’re passionate about creating memorable experiences, driving improvements, and leading high-performing teams, this role offers an exciting opportunity to make a big impact.
As an Owner & Guest Experience Manager, you’ll own the full end-to-end experience, ensuring every guest and owner feels valued, supported and welcomed. You’ll lead, coach and develop your team to deliver consistently brilliant service, using insight and feedback to drive continuous improvement.
You’ll build strong relationships, oversee events and engagement activities, and work closely with wider park teams to deliver a seamless, joined-up customer experience at every touchpoint.
What You Will Be Doing
- Act as the voice of the customer, using owner and guest feedback, insight, and reviews to shape improvements.
- Analyse data and trends to identify emerging issues and opportunities to elevate service standards.
- Lead action plans that reduce escalations and enhance satisfaction scores.
- Recruit, inspire, train, and develop a high-performing customer-focused team.
- Create a positive, supportive culture where colleagues feel confident and motivated.
- Lead by example, consistently demonstrating our values and service standards.
- Take full accountability for managing and resolving owner and guest complaints in line with company policies.
- Support the delivery of customer-focused events and initiatives to strengthen engagement.
- Plan, schedule, and deliver a broad range of owner and guest events, such as forums, drop-ins, and social activities.
- Work collaboratively with all park teams and central support functions to maintain consistency across the entire journey.
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About You
- Proven experience in managing and developing a customer-focused team.
- Strong relationship-building skills with both internal and external stakeholders.
- Good commercial awareness and understanding of how service excellence drives revenue.
- Excellent written and digital communication skills for guest-facing communication.
- Flexibility to work varied hours, including weekends, evenings, and bank holidays.
- A proactive, solution-focused approach with a passion for delivering outstanding experiences.
Why Parkdean Resorts?
Besides the one-of-a-kind team culture and stunning locations across the UK, we offer:
- The chance to develop your skills and boost your career across our 65 parks – we’ve got your back when it comes to training.
- A confidential 24/7 Employee Assistance Programme helpline for counselling and support, as your wellbeing is our top priority.
- 50% discount for you and a 25% discount for friends and family on holidays booked with us.
- A team member discount of 30%, available on food, drinks, and leisure activities.
- Score awesome discounts from brands like Hello Fresh and local gyms, available exclusively for team members.
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We embrace our values of caring for parks, people, and planet, ensuring we celebrate our people, communities, and natural environment to enhance memories for years to come.
Are We the Right Fit for You?
At Parkdean Resorts, every park is a place to develop skills, take on new challenges, and thrive with an enabling team.
Our parks create meaningful memories for guests, rooted in outstanding service excellence, more than just a smile—it’s about understanding the value of every moment. Join a team that puts heart into every holiday. Be the Heart of the Park.
Safeguarding
Parkdean Resorts takes safeguarding seriously. Background checks including DBS (or equivalent) will be conducted if appropriate.
For reasonable adjustments during recruitment, please contact Roisin at ReasonableAdjustments@parkdean-resorts.com. We strive to create a safe and inclusion-focused process.
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