Parkdean Resorts
Park Management - Reservation Manager - HS1
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Role Overview
As a Reservation Manager, you will champion the delivery of outstanding holiday experiences by owning and driving the guest journey from arrival through to departure. You will lead, train and develop your team to deliver consistently excellent customer service, ensuring every guest interaction reflects our values and leaves a lasting positive impression.
Key Responsibilities
- Acting as the voice of the guest, bringing the guest experience to life by using feedback, insight, and reviews to drive continuous improvement.
- Analysing customer data and feedback to identify trends, emerging issues, and opportunities to enhance service and experience before issues escalate.
- Regularly analysing competitor pricing, occupancy trends, and local market conditions to ensure the Hotel remains competitively positioned and maximises revenue opportunities.
- Recruiting, training, developing, and motivating team members to deliver high standards of service and operational efficiency.
- Taking accountability for the effective management and resolution of guest complaints, ensuring they are handled professionally and in line with company processes.
- Working closely with other departments to ensure a joined-up, seamless guest experience across the park.
- Supporting the delivery of guest-facing initiatives, events, and activities that enhance overall satisfaction and engagement.
- Acting as the point of contact for event clients, meeting and greeting guests on arrival and remaining a key contact throughout their stay to ensure exceptional service and satisfaction.
- Contributing to commercial performance by identifying opportunities to maximise guest spend through service-led recommendations and upselling.
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About You
- Proven experience managing and developing teams in a customer-focused environment.
- The ability to build strong working relationships with customers and stakeholders, both internal and external.
- Good commercial awareness, with an understanding of how service impacts revenue and guest satisfaction.
- The flexibility to be able to work across varied days including weekends, evenings, and bank holidays as required.
- Previous customer-facing experience, with the ability to deliver clear written communication and engage with guests across multiple platforms, including social and digital channels.
Why Parkdean Resorts?
Well, besides the one-of-a-kind team culture, stunning locations across the UK, and the chance to work with the UK's largest holiday park organisation, we can 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!
- You’re never on your own with our Employee Assistance Programme! It comes with a 24/7 confidential helpline for counselling and support - because your wellbeing is our top priority.
- A 50% discount for you and a 25% discount for friends and family when booking your holiday with us.
- A team member discount of 30%, available on everything from fabulous food to delicious drinks and even our fun leisure activities.
- Score awesome discounts! From tasty meal kits like Hello Fresh to your favourite local gyms, we’ve got deals on lots of brands just for you.
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We want to be a force for good and caring for our parks, people, and planet is a natural component of the way we do business. We celebrate our people, communities, and natural environment, enabling us to enhance the amazing memories we create for many years to come.
Are We the Right Fit for You?
At Parkdean Resorts, every park is a place to start something great; a place where you can develop your skills, take on new challenges, and thrive alongside a team that supports you every step of the way. Our parks create meaningful memories for our guests and know that great service is more than a smile - it’s understanding the value of every moment. Because it’s not just what we do, it’s who we are. Join a team that puts heart into every holiday. Be the Heart of the Park.
Parkdean Resorts takes safeguarding seriously, therefore background checks including DBS (or equivalent) will be carried out if appropriate. We want to do all we can to create an environment and recruitment process where people feel safe and comfortable to talk about disability. For any reasonable adjustment requests as part of the recruitment and assessment process, please contact Roisin at ReasonableAdjustments@parkdean-resorts.com.
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