Head of Guest Experience

Come and join our One Great Team here at Haven as a Head of Experience based at Quay West Holiday Park, Newquay, Ceredigion!
As part of the Senior Leadership Team on Park, as Head of Experience you will be responsible leading a large Experience Team to continuously improve the Team, Guest and Owner experience, ensuring every visitor to our park has a great time with memories that last a lifetime.
Key Role Responsibilities
Leadership: Provide visionary leadership to the Experience team, setting clear goals and expectations, and motivating the team to achieve outstanding results and develop a high performing Team. Ensure all new team members receive an engaging 90-day induction and training plan to set them up for success 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 execute strategic plans to achieve departmental and organisational objectives, including budgeting and resource allocation.
Team Management: Recruit, train, mentor, and evaluate your teams performance, fostering a culture of collaboration, innovation, and professional development.
Performance Optimisation: Continuously assess departmental performance and implement improvements, ensuring efficient processes and high-quality outcomes. Supporting your Team Managers in gathering feedback, to engage and influence Park and Central Teams to develop and deliver experience improvement plans
Stakeholder Engagement: Collaborate with internal and external stakeholders to build strong relationships, identify opportunities for growth, 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.
What’s In It For You?
- Free use of our Leisure Facilities, including swimming pool
- Up to 50% Discount off food on Park and 20% discount in our shops
- Opportunity to use our Corporate Box at the O2 Arena
- Fantastic Discounts with many national Brands & Retailers
- 20% Discount to you, your family & friends across Haven & Warner Leisure Hotels
- Reward & Recognition Schemes
- Training and development opportunities including fully funded qualifications
- Fantastic Health, Mind & Money Support Programme
- Enhanced family friendly policies and pay* (eligibility criteria applied)
SALARY: from £42,000 + up to 25% Annual Bonus
Live on accommodation could be considered if required
Experience and Qualifications
What we are looking for is…
Previous experience at a senior level within a Guest/Customer centric role/business
Strong leadership and management skills, with a proven ability to motivate and develop your team
Excellent strategic planning and problem-solving abilities.
Exceptional communication and interpersonal skills.
Demonstrated track record of achieving departmental and organisational goals.
Knowledge of industry trends, regulations, and best practices.
Budgeting and financial management experience.
Strong organisational skills and attention to detail.
Confident decision maker with ability to exercise sound judgement and manage conflicting priorities when under pressure
Who are we?
We’re part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead.
What’s it like to work with us?
Working with us is ultimately defined by our exceptional people and teams. At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritise openness and transparency in our interactions allowing our team members to be their authentic selves.
We aim to offer flexibility where we can, our Heads of Departments working hours are usually 45 hours per week over 5 days and likely to include evenings and weekends.