Parkdean Resorts
Owner and Guest Experience Manager
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Owner and Guest Experience Manager
Owner & Guest Experience Manager
Are you passionate about creating memorable experiences and leading high-performing teams? We’re looking for an inspiring Guest-Focused Owner & Guest Experience Manager to champion outstanding service and elevate the full end-to-end guest and owner journey at Parkdean Resorts.
About the Role
As our Owner & Guest Experience Manager, you’ll own every interaction—from the moment a guest welcomes in until their final farewell. Your role is central to delivering exceptional service, driving continuous improvement, and fostering strong relationships with both holiday home owners and guests. You’ll lead, coach, and develop your team while using insights and feedback to ensure consistently brilliant service.
Key Responsibilities
✔ Voice of the Customer
- Act as the primary advocate for guests and owners, using feedback, reviews, and data to shape improvements.
- Analyse trends and insights to identify emerging issues and opportunities for service excellence.
✔ Driving Improvement & Accountability
- Lead action plans to reduce escalations and enhance satisfaction scores.
- Take full ownership of managing and resolving owner and guest complaints in line with company policies.
✔ Team Leadership & Culture
- Recruit, train, inspire, and develop a high-performing, customer-focused team.
- Foster a positive and supportive culture where staff feel motivated and empowered.
- Lead by example, embodying our core service standards and values.
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✔ Events & Engagement
- Support and deliver guest-focused events, forums, and activities to strengthen engagement.
- Plan, schedule, and coordinate a range of owner and guest events, including drop-ins and social activities.
✔ Cross-Functional Collaboration
- Work closely with park teams and central support functions to ensure a seamless, joined-up experience at every touchpoint.
About You
To thrive in this role, you’ll need:
- Proven experience in managing and developing a customer-focused team.
- Strong relationship-building skills with both internal and external stakeholders.
- Commercial awareness—understanding how service excellence drives revenue.
- Excellent written and digital communication skills, particularly for guest-facing interactions.
- Flexibility to work varied hours, including weekends, evenings, and bank holidays.
- A proactive, solution-focused mindset with a clear passion for delivering exceptional guest experiences.
Why Join Parkdean Resorts?
🌱 Purpose-Driven Work: We believe in caring for our parks, people, and planet. Our mission is to create lasting memories through responsible business practices. 🏖️ Stunning UK Locations: Sweeping coastal views, scenic countryside, and immersive park experiences across 65 parks. 💡 Career Growth: Develop your skills with world-class training and opportunities to grow across our organisation. 💙 Employee Wellbeing: Access to our Employee Assistance Programme (24/7 confidential helpline for counselling and support). 🎁 Holiday & Lifestyle Discounts:
- 50% off holidays for staff.
- 25% off for friends and family.
- 30% off restaurant meals, drinks, and leisure activities.
- Exciting deals with brands like Hello Fresh, gyms, and more.
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Say 'Proudly Parkdean'
At Parkdean Resorts, every parks is a chance to start something great. If you're driven by passion, innovation, and a commitment to heartfelt service, join a team where great moments are more than memories—they’re daily experiences.
Proud Employees. Proud Parks. Proud Planet.
Safeguarding Policy
Parkdean Resorts takes safeguarding seriously. Background checks, including DBS (or equivalent), will be carried out for this role.
Equality & Reasonable Adjustments
We’re committed to creating an inclusive recruitment process. If you require reasonable adjustments at any stage, please contact Roisin at ReasonableAdjustments@parkdean-resorts.com.
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