Guest Service jobs in Burnham Market

About Us

Coastfields Leisure Ltd are one of the largest holiday park operators on the Lincolnshire Coast, with sites and venues between Mablethorpe and Skegness.

We are committed to creating outstanding holiday experiences by offering exceptional customer service, high quality facilities and a welcoming environment.

The Bookings and Guest Experience Manager will play a key role in ensuring our guests receive exceptional service while supporting the continued commercial success and reputation of the business.

Employment Details

• Job Title: Bookings and Guest Experience Manager
• Company: Coastfields Leisure Ltd
• Location: Skegness
• Hours: 40 over 5/6 days to include weekends
• Employment Type: Permanent/Full-Time
• Salary: Competitive/Dependent on Experience

Job Purpose

The Bookings and Guest Experience Manager will be responsible for delivering an exceptional customer journey from the initial booking enquiry through to arrival. The role will oversee booking administration, guest communications, customer service standards and the day-to-day performance of the bookings function.

The successful candidate will be highly organised, commercially aware and passionate about creating positive guest experiences. They will lead and develop a customer-focused team while ensuring bookings are accurately managed and liaise with the Revenue Manager and Marketing team to ensure revenue opportunities are maximised.

Key Responsibilities

Guest Experience

• Ensure every guest receives a warm, professional and consistent level of service.
• Monitor the complete guest journey, from initial enquiry and booking through to arrival.
• Develop and implement initiatives to improve guest satisfaction and loyalty.
• Handle guest feedback, complaints and service recovery professionally and efficiently.
• Monitor and respond to online reviews and feedback, identifying trends and opportunities for improvement.
• Work closely with operational teams to ensure guest requirements and special requests are communicated effectively.
• Promote a culture of hospitality, ownership and continuous improvement across the business.

Bookings and Revenue

• Oversee all accommodation and touring bookings, ensuring accuracy and excellent customer service.
• Manage booking enquiries through telephone, email, online and other sales channels.
• Ensure booking systems, availability and guest information are maintained accurately.
• Monitor occupancy, booking patterns and demand to identify sales and revenue opportunities.
• Support the development and implementation of booking strategies, promotions and upselling opportunities.
• Maximise ancillary revenue by promoting relevant products, activities, services and upgrades.
• Ensure deposits, payments, cancellations and amendments are processed in line with company procedures.
• Produce regular reports on booking activity, occupancy, conversion and guest feedback.

Team Management

• Manage, motivate and support the Guest Experience and Bookings team.
• Assist with recruitment, induction, training and development of team members.
• Prepare staff rotas to ensure appropriate cover for business demand.
• Set clear standards and expectations for customer service and bookings performance.
• Conduct regular performance reviews and provide coaching where required.
• Lead by example and promote a positive, professional and collaborative working environment.

Operations and Administration

• Ensure all bookings, guest records and communications comply with company procedures and GDPR requirements.
• Develop and maintain efficient booking and customer service processes.
• Work closely with Finance, Marketing, Housekeeping, Maintenance and other operational departments.
• Support the implementation of new systems, processes and technology that improve efficiency and the guest experience.
• Maintain a strong understanding of Coastfields Leisure Ltd’s products, services and facilities.
• Ensure health and safety, safeguarding and company policies are followed at all times.

Person Specification

Essential Skills and Experience

• Previous experience in a customer service, hospitality, tourism, leisure, bookings or guest relations management role.
• Experience of managing or supervising a team.
• Excellent communication and interpersonal skills.
• Strong organisational and administrative abilities.
• Experience of handling customer complaints and resolving issues effectively.
• Commercial awareness with the ability to identify sales and upselling opportunities.
• Confidence using booking systems, CRM systems and Microsoft Office.
• Ability to prioritise workloads and remain calm in a busy environment.
• A proactive, flexible and hands-on approach.

Desirable

• Experience within the holiday park, caravan park, accommodation, leisure or tourism industry.
• Experience of revenue management or occupancy-based pricing.
• Knowledge of online travel agents and digital booking platforms.
• Experience analysing guest feedback and customer satisfaction data.
• Knowledge of Feefo customer review platform.

Personal Qualities

The successful candidate will be:

• Passionate about delivering excellent guest experiences.
• Friendly, approachable and professional.
• Highly organised and detail-focused.
• A confident leader and effective team motivator.
• Commercially minded and results-driven.
• Resilient and solution-focused.
• Flexible and willing to work weekends and peak holiday periods as required.

Key Performance Indicators

Performance in this role may be measured against:

• Guest satisfaction scores.
• Online review ratings.
• Booking conversion rates.
• Occupancy and revenue performance.
• Upselling and ancillary sales.
• Response times to enquiries.
• Complaint resolution and service recovery.
• Team performance and training completion.

Expected hours: 40.0 per week

Benefits:

• Additional leave
• Company pension
• Discounted or free food
• Employee discount
• On-site parking
• Store discount

Ability to commute/relocate:

• Skegness PE25 1SL: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer Review Management: 2 years (preferred)
• Guest Relations: 2 years (preferred)
• Bookings: 2 years (preferred)

Licence/Certification:

• Driving Licence (required)

Work Location: In person