Resort Operations Manager

12 Month Fixed Term Contract

Reporting directly to the Resort Director the Resort Operations Manager is responsible for ensuring we have the correct operating procedures in place at all times to achieve maximum success at our Bognor Resort. You will play a pivotal role in creating an environment where our team can perform at their best to deliver superior service for our guests.  

Guest Experience
To develop and maintain relationships internally with the Resort and Butlins Team, and externally with a wide range of Guests, suppliers and the local community.
To proactively anticipate the wants and needs of our Guests and to coach the team to utilise resources to deliver and exceed Guest expectations.
To resolve any escalated Guest complaints with empathy and efficiency.
To assist and offer guidance across all areas of the business to drive superior standards of customer service.
To evaluate all Guest feedback and drive the delivery of actions as a result.

Team Experience
To assist in the leadership and development of the Team, working closely with the Resort Director and Leadership Team to engage and motivate the Team across Resort.
To role model the Butlins culture, propriety and intent at all times.
To conduct disciplinary, grievance and appeal meetings, supported by HR.
To support with the management of the #we’relistening programme

Quantitative Performance
Constant observation and investigation of the resort financial position.
Work to minimise business costs through effective rota planning and tight control of consumables.
Working with all teams on resort to reduce utility usage and associated costs.
To facilitate and influence The Green Team agenda across the resort
Analysing and developing actions to achieve KPI’s

The successful candidate will have proven experience of leading and/or managing a large team ideally in a multi-functional organisation. You will:
Have a passion to succeed and deliver exceptional customer service standards in a performance based company.
Have a proven track record of business success and be numerically astute.
Be an excellent communicator both orally and via written communication including a versatile communication style, emails, presentations and formal correspondence.
Have a problem-solving attitude with the ability to focus on detail, prioritise and delegate where needed.

#LI-LR01

Location

Bognor Regis

Address

Upper Bognor Road, Bognor Regis, West Sussex PO21 1JJ GBR

Division

Butlin's

Employment Status

Full-time

Employment Type

Fixed Term Contract

Effective Date

14 February 2020

Expiration Date

6 March 2020