Overview
Join our team at Weymouth Bay Holiday Park close to one of the UK’s finest seaside towns with a beautiful beach to match.
Preston, Weymouth, Dorset DT3 6BQ GBR
Job Details
Position: Head of Department – Head of Experience
Type: Full-Time/Permanent
Bonus: Up to 25% Annual Bonus
Salary: from £43,000
Dual site: overseeing Experience at sister park next door (Seaview)
Join
our One Great Team here at Haven as a Head of Experience leading the large Experience
Team: driving innovation and excellence to ensure that every Guest, Owner and
Team Member on our park has a great time with memories that last a lifetime.
In this
role, you’ll be at the helm of the people centric Experience team, leading with
clear direction and plenty of motivation. You’ll inspire your team to hit their
goals and keep up high standards by showing them how it’s done! You’ll be
hands-on with performance, offering feedback to help your team grow, tackling
any challenges, and supporting their development. Managing resources like
budgets and tools will be key to keeping things running smoothly. You’ll also
be the driving force behind fantastic guest, owner & team experiences. As
an advocate for change, you will be continuously improving how we support,
interact and solve any issues that pop up. Plus, you’ll make sure everything
stays safe, compliant, and on point with company policies.
Key
Responsibilities
Leadership:
Provide strategic leadership to the Experience Team, setting clear goals and
expectations, and motivating the team to achieve positive results and develop a
focussed team. Ensure all new team members receive an engaging 90-day induction
and training plan to set them up for growth with Haven.
Guest experience: Interacting with guests, building trusted relationships with
owners, and addressing both their needs and concerns. You will be responsible
for handling escalated guest issues and ensuring that they are resolved
promptly and satisfactorily and gathering and analysing guest feedback to make
continuous improvements.
Strategic Planning: Develop and implement strategic plans to achieve
departmental and organizational goals, including budgeting and resource
allocation.
Team Management: Engage, educate, support, and appraise your team members,
cultivating a workplace atmosphere that emphasises cooperative efforts,
creativity, and career advancement.
Performance Optimization: Continuously assess departmental performance and
implement improvements, ensuring efficient processes and high-quality outcomes.
Assist your Team Managers in achieving annual sales growth and surpassing
profit targets by enhancing the on-Park experience for all.
Stakeholder Engagement: Collaborate with internal and external stakeholders to
build key relationships, identify
opportunities for growth, influence leaders to drive change and ensure guest
satisfaction.
Compliance: Ensure that all departmental activities adhere to relevant laws,
regulations, and industry standards.
Reporting: Provide regular reports to senior management, highlighting
departmental achievements, challenges, and future plans.
Requirements
– Prior
senior-level experience within Customer service / operational/people role.
Preferably within leisure industry
–
Experience of driving change with continuous improvement mindset
– Demonstrating
proven expertise in leadership and organization, with a strong ability to
enhance team performance, foster personal growth, and develop a diverse
workforce.
– Proven
expertise in developing strategic plans and addressing problems.
–
Effective communication and interpersonal skills.
– Proven
history of accomplishing goals within the department and across the
organisation.
–
Knowledge of industry trends, regulations, and best practices.
– Commercial
minded with evidence of successfully managing costs in line with exceptional
delivery.
– Highly
effective at organising tasks with a focus on meticulous detail.
–
Proficient at making calculated choices and adeptly prioritising
responsibilities, maintaining focus during busy periods
What
We Offer
Attractive salary plus 25%
annual bonus opportunity.
On-site accommodation,
subject to availability and T&Cs.
An inclusive, supportive
work environment.
Comprehensive training and
ongoing support.
Career development
opportunities, including fully funded qualifications.
Exclusive team perks,
including up to 50% off on-park dining, 20% discounts on Haven Holidays
and in-store purchases, free access to our facilities, savings at national
brands and retailers, and so much more!
How
to Apply
To apply
for this role, click apply now and answer a few quick questions, which should
take about 5 minutes. Once submitted, a member of our team will reach out to
you. If successful, you’ll be invited for an interview, where we’ll assess your
skills, experience, and suitability for the role.
If you
require any assistance or reasonable adjustments during the application
process, please contact us at: resourcingteam@bourne-leisure.co.uk
Diversity,
equity, and inclusion are at the heart of who we are and what we do. We
encourage applications from all backgrounds, communities and industries and we
are ready to discuss any reasonable adjustments or flexibility that you may
require, including whether a role can be full-time, part-time or a job-share.
