Our team display passion and drive on a daily basis, thriving to exceed expectations and deliver outstanding service consistently.
You will mirror these qualities and inspire your team to go above and beyond in their duties. You will work well alongside our current management team, helping to create an unrivalled experience by bringing innovative ideas to the company.
Your approachable manner will aid team communication, whilst your positive nature enhances your team’s commitment. You will strive to meet, and ideally surpass, service and financial targets set and will genuinely wish to succeed in your role.
Role Specifics
Working on a 5-star holiday home & lodge park, you will be responsible for ensuring our guests receive 5-star service and standards throughout their stay. The successful candidate will be able to manage the bookings, allocation and reception. Your responsibilities will include:
Customer Service
Maximising return business through optimum customer satisfaction levels
Working with the Accommodation and Maintenance Manager to ensure the accommodation is prepared to the highest standards
Performing regular service training with your team, ensuring 5-star standards are delivered consistently
Ensuring holiday makers experience 5-star check ins
Dealing with any customer complaints in a professional and understanding manner, using initiative to resolve situations at the time and exceed satisfaction levels
Meeting your service targets whilst striving to achieve higher scores
Maintaining a proactive attitude in promoting the park to all visitors
Helping your team build knowledge of what is available on the park and the surrounding area, to assist holiday makers enjoy their stay
You and your team must adhere to the finance procedures, as per the company’s policies
To comply and work within the Company’s Health & Safety Policies
Ensuring Company policies and procedures are followed
To complete any other duties requested of you by the management team
Reception
Allocating units to future holiday makers, taking into consideration special requests, enabling your team to get keys and check in packs prepared
Completing the daily banking, ensuring the takings reports match the cash and card payments taken
Ensuring all enquiries are answered promptly and efficiently
The reception area is presented to a 5-star standard at all times
Coordinating all hire fleet repair jobs, making sure they are dealt with efficiently and customers are communicated with regards to them
Sales
Co-ordinating with your team to maximise all sales opportunities
Meeting, and ideally exceeding, holiday sales targets set
Identifying upgrade options for forthcoming check-ins and marketing these to holiday makers on arrival
Promoting future stays for current holiday makers, designing and implementing offers to entice them to book prior to leaving
Coordinating leads, enabling your team to call and offer quotes for future holidays
Promoting holiday home sales, encouraging your team to reap the benefits of the referral scheme
Management Duties
Being involved day to day operationally, checking in, answering phones, dealing with customers in reception etc.
Ensuring you have cover from the team rotas provided
Complying with all H&S regulations and ensuring all information is provided to your line manager for our company system PRIME Safety to be kept up to date at all times
Ensuring company policies and procedures are enforced, and team are informed of these policies
Administration duties, including daily/weekly tasks required for the accounts department
Ordering stock and ensuring it is delivered in good time
Regularly examining the P&L accounts with your line manager, ensuring invoices are accurately allocated
Motivating and managing your team, ensuring they understand their role within the business and have the necessary tools to perform
HR related procedures, such as: absence return to work interviews, performing work reviews, 1 2 1’s and dealing with any team grievances
Holding regular team meetings, keeping your team informed of how the department is performing
Attending regular meetings with your line manager, discussing business performance on the holiday sales side and that of your team
Essential Requirements
Professional leader with holiday supervisory experience and who ideally has an understanding of the industry and experience working for a 5-star business
Excellent supervisory and organisational skills
Excellent observation skills and attention to detail
A friendly and approachable personality, including good communication skills relating to team and public alike
Self-motivated and committed to delivering excellent service
Ability to use own initiative and being proactive
5-star personal presentation
A Full driving licence is essential due to the location of the park
Desirable Requirements
First Aid Qualification
DBS Check
Experience of Health & Safety requirements
Other Information
This is a long-term career opportunity which comes with self-development opportunities.
The role will involve working evenings, weekends and bank Holidays
Terms and Conditions
Contract Type: This is a full time permanent position, on the receipt of successful references, completion of a 6 month probationary period and satisfactory DBS Check
Salary: £28,500 - £30,000 Per Annum
Hours: 42.5 per week over 5 days. The role will involve working weekends and some evenings
Holidays: 31 Days per year, including Bank Holidays
Pension: auto enrolment work place pension is in place
Meal Breaks: are unpaid
Uniform: Uniform is provided and should be worn at all times when on duty