Guest Service Manager

Our Guest Service Manager closely supports the Active and General Manager. The GSM position is a full-season role from April to early November.  

Your primary responsibility will be to ensure that we consistently exceed guest expectations. It is essential to connect with all guests during their holiday, address issues, and defuse complaints efficiently. 

You'll manage the Guest Services Team and support the Resort Hosts. You'll ensure your team is a visible presence around the resort. Efficient, reliable, assertive, and conscientious, the Guest Services Team will keep an open line of communication with our guests and maintain excellent rapport.  

As a GSM, you will require solid interpersonal skills and friendly, approachable, outgoing personalities. You will utilise your resort team and the hotel facilities to create a fantastic holiday experience. This will be at the centre of everything you do. 

Anyone stepping into this role must be highly charismatic. You'll be able to use a microphone effectively to captivate an audience and create an air of excitement to help keep anyone staying in the resort entertained throughout their holiday. 

Airport transfers are an essential part of the guest journey; as first impressions go, this matters. With multiple arrival days, airport transfers will be a significant part of your role. You will ensure that every guest receives a warm welcome upon arrival and a smooth send-off at the end of their stay. 

Working for Neilson is more than a job; it's a lifestyle. Spend the summer season based in one of our beautiful beach club resorts, where it's all about sharing your passion for the activities you love.  

We're looking for friendly, energetic, and approachable people who can build rapport with ease. Individuals who can instil confidence that every element of a Neilson holiday is delivered by a team who cares. 

Please note: All Neilson Active staff are DBS-checked.  

JOB CRITERIA & RESPONSIBILITIES

• You'll be passionate about creating and taking ownership of all aspects of a perfect guest holiday experience.
• You'll work closely with your fellow Senior Management Team to create a welcoming guest environment across all departments.
• You'll be Neilson's customer service ambassador, ensuring we consistently deliver a premium holiday experience. 
• You'll bring exceptionally high standards and attention to detail.
• You'll be resourceful and able to display extensive knowledge of your hotel & resort.
• You'll know everything about everything, and what you don't know, you'll know who to ask.
• You will be responsible for creating our guests' first and last impressions.
• You'll ensure that all resort team members always understand/support the importance of first and last impressions.
• You will manage all pre- and post-communications to provide a seamless guest experience. 
• You'll always take a proactive approach to achieve excellent guest feedback.
• You'll efficiently and effectively identify/resolve any customer issues or complaints as/when they arise. 
• In this instance, you'll always work closely with the Senior Management Team and take corrective action to prevent any future re-occurrence of these issues.
• In the event that a guest suffers an injury, you will assist with obtaining medical assistance and liaise with insurance companies as required. 
• You'll know the basic legal requirements regarding health and safety, hygiene, and security within the local, European, and British laws.
• You'll report any supply, or equipment needs and immediately flag any defects to the General Manager.
• Willing to help out and cover in other departments as required but the business.

OPERATIONAL MANAGEMENT  

• You'll work closely with the Resort Host/s to develop and deliver a varied and balanced resort entertainment program.
• This program will create an inclusive social atmosphere suitable for all and assist in generating additional resort income.
• You'll be a visible and physical presence during mealtimes, coffee mornings, bar afternoons, and social events - These are essential occasions for guests to speak with you, ask questions, or raise any issues.
• You'll manage and coordinate the airport transfer days for guests departing and arriving. This will include preparing the transfer reps, going to the airport, coordinating coaches, and managing any flight problems, such as lost bags or delays.
• You'll work closely with the Senior Managers throughout the season to ensure we meet our duty of care.
• You'll manage guests over multiple arrival days and ensure everyone has an equally exceptional holiday experience.
• You'll manage the entire guest experience from the welcome as they step off the plane to the minute they step back on board.
• You'll identify and regularly report any areas negatively impacting the premium guest experience to the UK Director of Customer Experience.
• You'll find solutions, overcome any resort barriers, and rise to any challenges.
• You will represent the brand and be the big personality around your hotel.

EXPERIENCE AND SKILLS REQUIRED 

• Strong leadership and personal presence.
• Ability to demonstrate focus, energy, and tenacity in pursuing results.
• Self-motivated and able to motivate, influence, and inspire others.
• Previous experience in customer service within the hotel and hospitality industry is crucial.
• A confident and entertaining persona.
• A solid understanding of excellent customer service practice.
• Excellent interpersonal and communication skills with the ability to effectively communicate in English. Both verbally and in writing.
• Previous experience in event coordinating & organisation.
• Strong microphone skills, the ability to project voice and to sound interesting.
• Foreign language skills would be beneficial but not essential.
• Previous experience in a hotel/travel environment is essential.
• Previous experience within the active holiday sector is desirable.

FIRST AID REQUIREMENTS

A First Aid certificate is a prerequisite for ALL Neilson Active job roles. Your certificate MUST be valid for the duration of your contract, which we will validate as part of your onboarding process. At a minimum, your First Aid Course MUST be an attended full-day practical course. 

We also encourage anyone working closely with children to consider obtaining their Paediatric First Aid at Work certificate; however, this is not an obligation for the job. 

You can search for First Aid at work courses via the link below:

• Red Cross – https://www.redcrossfirstaidtraining.co.uk
• St Johns Ambulance - https://www.sja.org.uk

WORKING FOR NEILSON

There is much to be gained from working anywhere within the Neilson programme. The people skills, the life skills, the confidence you'll develop, and the overall experience will stay with you forever.  

You will have the time of your life, make a bunch of new friends, enjoy mad adventures, and create stories you'll be telling for years. 

The package includes:  

• Staff accommodation provided on a shared basis - No bills to stress about
• Breakfast, lunch, and dinner while on duty
• Travel to and from the resort, within Europe (subject to our staff travel policy)
• Visa & permits if applicable (UK Passport holders)
• Full training, including E-learning packages
• Opportunities for progression via our jump up/Jump higher programmes
• Uniform specific to your job role
• One day off per week + accrued holidays
• Mate's rates & family holiday discounts
• Emergency medical & dental insurance (UK residents) *
• Opportunities to obtain additional qualifications via the Neilson Academy
• Feel free to use the resort equipment in your spare time
• 24/7 access to CCP – Independent mental health support service

*EU residents need to make separate insurance arrangements - The Neilson HR team will provide further details once a job offer is accepted.