Senior Manager - Accommodation & Guest Services

General Duties & Key Accountabilities

You will hold accountability for all guest accommodation cleaning and all public area cleaning across the resort, along with leadership of our guest services team dealing with all guest services queries that are raised to the resort – most of which will be focused on accommodation. This role will ensure a smooth arrival process by break type, working with proposition and pre-arrival marketing teams to plan and review guests needs. Managing proactive query and complaint resolution where possible and escalation of more complex guest queries.

You will be accountable for dealing with complaints and ensuring that our ‘solve on site’ policy is in place working closely with the Resort Director & peers, managing the complaint resolution budgets within their P&L.

You will be working closely with the Senior Manager Facilities to log any maintenance and room issues and plan how to resolve any issues by planning and forecasting of ...