Guest Services Team Leader

Overview of the role:
Reporting to the Reception Manager, the Team Leader is responsible for supporting them in delivering excellence and guest satisfaction.  You will be required to maintain a flexible approach and work on your own initiative as well as creating and implementing procedures which enhance both the guest and team experience.

Key areas of responsibilities:
*Lead, coach and motivate a team to excellence
*Support team and assist them with any concerns to help create an open and honest environment where team can be their best
*Responsible for driving customer service and response to problems in all areas
*Overseeing performance reviews and planning regular one-to-ones for the team
*Using the online roster system to roster team and manage hours
*Support across all areas of the Sales & Guest Services Department including conference and events
*Management of performance of all guest services team.
*Supporting the operation and team on a day-to-day basis
*Ensuring the department is compliant to all Bourne Leisure mandatory regulations such as Health & Safety, Fire Safety and cash handling.
*Coach team in key customer service fundamentals such as problem resolution and departmental KPIs

The ideal candidate should:
*Have a passion to succeed and deliver exceptional sales and service
*Have key knowledge of operating systems such as in-house reservation system, activity booking system, maintenance job-logging system and guest feedback system
*Ability to motivate and drive team to achieve the department and resort qualitative and quantitative targets
*Ability to organise and prioritise a demanding workload with a “can do/ hands on” attitude and lead by example
*Ability to work under pressure
*Excellent communication and motivation skills
*Be able to focus on the detail and prioritise to ensure the biggest positive impact
*Be flexible with working hours to meet the demands of both the business and team

This will be a part-commissioned role.

The benefits of working with us:
*Funded qualification development opportunities from Level 2 to Masters Degrees 
*Free use of Pool and many other Leisure facilities
*20% off food in our restaurants and take away
*Apply for free tickets for our box at the 02 Arena
*Subsidised food and drinks in our team diners
*Holidays Discounts of 20% for all your family & friends in Haven, Butlin's & Warner Hotels
*Subsidised OFSTED Nursery facilities available on resort
*Regular team incentives with great rewards.
*Opportunity to earn up to £1,000 when you refer friends to join our great team 
*Access to the Employee Assistance Programme including support for your well-being and free access to advice and expertise on financial and legal matters etc
*Fantastic discounts on loads of high street and online brands
*Team Member of the Month Awards
*Instant Recognition schemes with great rewards through our busiest times
*Long Service Awards