Guest Services Manager

Be the difference between guests experiencing a good break and a great break at Center Parcs.

The Guest Services team handle the check-in of around 4,000 guests twice a week at each Village and are the key point of contact for guest queries, concerns and issues at any time of day or year. Each Guest Services team is integral to delivering an experience that will exceed guests’ expectations, from the moment they drive into Center Parcs, until the moment they leave.

GUEST SERVICES MANAGER | £43,804 per annum and 12% bonus 

You will be responsible for ensuring the smooth running of the Guest Services Department including the arrivals and departure process, setting objectives and monitoring the overall performance of the team to achieve exceptional service standards.

Reporting to the Guest Experience Manager you will be accountable for responding to guest requests and complaints, following Company service recovery procedures, having responsibility for compensation, liaising with the Guest Experience Manager when required.

Additionally, there will be regular participation in the duty village management rota which will involve making decisions outside of your functional area and escalating serious operational issues.

HOURS OF WORK

You will be contracted to work 160 hours per 4-week period on a flexible basis. This means that your days and hours of work could vary each week, but you will always receive at least your contracted hours each period.

As our village is open 365 days of the year, your working hours will include public / bank holidays and during Christmas and / or New Year on a rota basis.

ABOUT YOU

Essential requirements:

• Experience leading a team in a demanding customer service or hospitality environment 
• Customer service experience
• Friendly, genuine, and warm towards guests and colleagues
• Sociably confident with excellent interpersonal skills and the ability to support, develop and lead a team
• Ability to stay calm, composed and positive, even in trying moments
• Excellent customer service skills
• Excellent organisation, communication, and negotiation skills
• A good level of computer literacy

Desirable requirements:

• The ability to work with collaboration with senior managers both at village and Forest House

ABOUT THE BENEFITS

Center Parcs is a fantastic place to work, and the benefits are as impressive as they are unique. Here are just a few:

• Management Bonus Scheme
• Pension Scheme with Life Assurance
• Colleague Recognition and Reward Scheme – offering a choice of Center Parcs and High Street vouchers
• Free use of our leisure facilities
• Discounted Center Parcs breaks
• 20% discount in our restaurant and retail outlets
• Access to Perks at Work Portal - offering a wide range of retail and leisure discounts
• An Employee Assistance Program - providing support on financial, health and legal matters
• Excellent opportunities for career development and progression with the opportunity to gain externally recognised qualifications

If this sounds like your ideal job, then we’d love to see your application.

Closing date: 9th October 2025

Interviews to be held: Ongoing