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Guest Services Manager - job post

3.0 out of 5
Grosvenor Hall (Kingswood), Kennington, Ashford, Kent, TN25 4AJ
£27,000 a year - Full-time
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Job details

Here’s how the job details align with your profile.


  • £27,000 a year

Job type

  • Full-time


Grosvenor Hall (Kingswood), Kennington, Ashford, Kent, TN25 4AJ

Pulled from the full job description

  • Employee discount
  • Referral programme

Full job description

About Kingswood:

We are one of the most experienced providers of outdoor education in the UK. We were founded over 35 years ago and run over 1.2 million activity sessions each year across ten activity centres. Each year we welcome over 175,000 young people from more than 35 countries around the world.

About the role:

We are looking for an experienced Guest Service Manager to work at our Grosvenor Hall centre in Ashford.

You will be responsible for driving a Customer Service Culture across all departments within the centre, ensuring that all customers have the best experience during their stay.

As Guest Service Manager, you will lead and manage a small team and act as the ‘face of Kingswood’. You will be creating strategies and PR initiatives to build and improve on the Kingswood reputation within the local community.

Main roles & responsibilities:

  • Ensure that all clients are communicated to regularly by a member of the customer service team throughout their stay.
  • Working to sales targets to achieve high levels of repeat customer revenue and promote returning clients.
  • Addressing and dealing with any concerns in a timely and effective manner.
  • Undertaking the role of ‘Duty Manager’ once a week in line with rota.
  • Ensure that the Customer services team undertake a Feedback Meeting with every group and the necessary feedback forms are completed and information acted on and dealt with effectively.
  • Proactively make or suggest improvements in terms of Customer satisfaction to Centre General Manager.
  • Carry out feedback exercises with all guests prior to their departure, giving all guests the opportunity to rebook.
  • Responsible for account management, invoicing and managing bookings.
  • To coach and develop the Customer services team to ensure excellent service is always delivered.

About you:

  • Experience working in a customer facing role (in a similar environment is strongly preferred)
  • Excellent Customer Service Skills and a strong communicator
  • Strong administrative skills and competent with Microsoft based software
  • Experienced leading and managing a team
  • Experienced with complaint handling and managing guest expectations
  • Organisational and time management skills
  • Attention to detail and ability to use initiative
  • Excellent relationship building skills

Why join us?

  • Picturesque location in Kent the ‘Garden of England’!
  • Food and accommodation options at our scenic residential location
  • A fulfilling career creating life changing adventures
  • Wagestream salary management – next day wage access
  • Perkbox - Whether it’s supermarket savings or discounted days out, the daily coffee or a summer holiday – there’s something to suit everyone’s lifestyle all year round
  • We are a global company, growing fast in Asia and have partners around the world
  • Professional development opportunities, and a supportive environment for personal growth
  • Comprehensive wellbeing strategy
  • A generous referral scheme – bring a friend!

We believe in providing the best for our employees. That's why we offer competitive rates of pay, ensuring you are rewarded for your hard work and dedication. As you join our team, you'll experience a comprehensive and top-notch training and induction program, setting you up for success in your role.

We also prioritise your personal and professional growth, providing many opportunities for progression through continuous learning and development with us. Our award-winning training is delivered by the experts in fun, In2action.

For further information please contact a member of the recruitment team at or alternatively visit our website

You need to possess the legal right to live and work in the UK to be considered for employment with Kingswood. Successful candidates must undergo an enhanced DBS disclosure and provide two professional references.

Kingswood is an Inspiring Learning brand. Be part of something great, join Kingswood today.


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