Head of Accommodation and Guest Services

The Head of Accommodation & Guest Services will ensure the smooth planning and delivery of a department that promotes the highest operational standards within Resort cleanliness and accommodation cleanliness, whilst driving problem resolution through our Guest Services department.

Ownership of the business strategy, ensuring you are reviewing and taking actions around improving the guest experience will be an essential part of the role.

This role will ensure it is driving our Clean and Fault Free (CAFF) approach to our accommodation and identifying opportunities for improving our focus on guest feedback and NPS growth. Accountability will also sit with the role for problem resolution through the Guest Services team which is driven predominantly through accommodation complaints and queries. This role will also cover all public venues and areas from a cleaning perspective.

The role will drive business strategy by setting clear goals and expectations whilst nurturing an environment that the team can perform at their best.

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 Facilities to log any maintenance and room issues and plan how to resolve any issues by planning and forecasting of units to ensure correct support / requirements of team are met.

Time will be spent working closely with allocations and yield team to ensure awareness of arrival numbers and any specific requirements. This will drive a problem-solving attitude to deal with Team and guest comments in a positive manner and take appropriate action.

This role covers management of the operational refurbishment processes, working alongside the central support teams and understanding Capex Plans, H&S Compliance for the departments.