Guest Experience Team Leader

    Be responsible for establishing and leading a new Guest Experience team at Warner Leisure Hotels in order to retain guests and ensure all guests to Warner have a perfect break. You will provide an environment that allows your team to perform at their best through high performance and high fulfillment and giving our team opportunities of a lifetime, whilst delivering our Mission Statement values. You and your high performing team will provide a quality service dealing with feedback from guests after their stay.

    Key Responsibilities

    • Leads and coaches the team’s daily activities to ensure all areas of responsibility are covered guiding all team members when needed
    • Takes ownership of shift and service delivery ensuring consistent delivery of a quality Warner experience in line with the Warner Brand Standards and guidelines
    • Confidently deals with guest/team concerns with the ability to resolve problems, showing empathy and understanding
    • Monitors speed of service/delivery and is proactive in arranging appropriate resource/support to ensure the guest experience is not affected
    • Supporting your team with the professional delivery of guest correspondence using the counsellor sales approach
    • Demonstrates and role models a commitment to delivering a superior guest experience in everything that you do
    • Ensuring all team are always adhering to the Warner Brand Standards including appearance standards
    • Investigate, resolve and respond to escalated complaints and reviews within agreed SLA.
    • Champion a culture of empathy towards guest problems and be efficient in providing solutions which has the best possible outcome for both the guest and the business.
    • To continually review and improve the department's processes and procedures to ensure service levels are maintained and where appropriate, enhanced in line with the Warner brand standards.

    What we are looking for: 

    • Understanding of different communication styles along with your own with ability to be able to communicate at all levels
    • Appreciate and understand Warner’s way of working, Warner’s Strategy and the Bourne Leisure Mission Statement
    • Has a high level of operational knowledge specific to your area of expertise and shares and coaches Team Members
    • Demonstrates ability to lead a team
    • Willingness to challenge if standards aren’t up to those, we accept
    • Ability to coach and give feedback to Team Members to improve performance
    • Previous experience of leading teams
    • Proactive can-do approach to problem solving
    • Strong influencing skills with the ability to initiative change across a large operational business
    • Has a high level of operational and service delivery knowledge and experience including managing complex guest queries and complaints
    • Experience of recruiting, managing, developing and motivating highly efficient, high performing teams.
    • Willingness to challenge if standards aren’t up to those, we accept
    • Confident working across a broad number of stakeholders and functions
    • Comfortable working in a growing business which has ambitious plans to grow and evolve
      Clear communication skills
    • Desirable:
      Attended, or be attending, the Grow to Team Leader programme

    The Benefits of working with us:

    ?Free use of many of the Park facilities and discounts off our food and retail outlets.
    ?Discounted Bourne Leisure holidays for you, your family and friends.
    ?Reward and recognition schemes including long service and team member of the month.
    ?Externally recognised qualifications to give you the opportunity to develop and  progress.

    Unwavering focus on cleanliness and our reassurance to you
    The safety of our team has always been our number one priority and now more than ever, we will raise our standards and expectations even higher. We have been working tirelessly since the start of the Coronavirus pandemic to find ways of being able to re-open our business by adapting how we operate, ensuring we continue to give our guests a great time with memories that last a lifetime, in a world of social distancing and an unwavering focus on cleanliness.

    We have created a six-part plan, designed to ensure we create an environment where our team feel safe working and our owners and holiday makers can relax and enjoy their freedom by the coast break.  Our team plans focus on additional training, health & well-being, hygiene, PPE and break-out areas.  Team well-being is a critical area we have focussed on, ensuring our teams are working in a Safe Haven.


    Bourne Leisure Head Office


    1 Park Lane, Hemel Hempstead, Herts HP2 4YL GBR



    Employment Status


    Employment Type


    Effective Date

    30 November -0001

    Expiration Date

    30 November -0001

    Coronavirus Guidance

    At this difficult time, we are focused on looking after our team and guests, but we hope to return to normality soon.
    If you have applied for a vacancy recently we will be in touch as soon as we have an update for you.
    In the meantime why not follow our Bourne Leisure Ltd LinkedIn page and our Facebook careers pages – Bourne Careers, Haven Careers, Butlins Careers and Warner Leisure Hotels Careers.
    Best Wishes
    Bourne Resourcing Team