Job Description
Location: Bewaldeth
We are looking for a Customer Service Manager to join the team at Keswick Reach Lodge Retreat, one of Darwin Escapes’ beautiful holiday destinations set within the stunning surroundings of the Lake District.
This is a fantastic opportunity for someone with a passion for delivering exceptional guest experiences to play a key role in ensuring every guest receives a warm welcome and outstanding service throughout their stay.
This is a permanent, full-time position working 40 hours per week, across variable days including weekends and bank holidays. Flexibility is essential to meet the needs of the business.
About Keswick Reach Lodge Retreat
Keswick Reach Lodge Retreat is a luxury holiday destination located near the Lake District National Park, offering stylish lodge accommodation, beautiful countryside surroundings and excellent on-site facilities.
Our team plays a vital role in creating memorable holiday experiences for our guests, ensuring high standards of service are delivered at all times.
About Darwin Escapes
Darwin Escapes has 18 unique holiday destinations across the United Kingdom, each offering beautiful locations, quality accommodation and fantastic guest experiences.
Whether you are looking for a role in food and beverage, grounds, maintenance, housekeeping, entertainment or management, Darwin Escapes offers opportunities to develop your career within a supportive and growing organisation.
About The Role
The successful Customer Service Manager will:
- Ensure all guest queries and complaints relating to subletting are handled promptly, professionally and in line with company policy.
- Provide support and assistance to guests during their stay, ensuring their experience is enjoyable and seamless.
- Coordinate and manage guest requests, ensuring special requirements are delivered efficiently.
- Welcome arriving guests and issue accommodation keys along with relevant resort information.
- Provide guests with details about resort facilities, local attractions and available activities.
- Assist with holiday and restaurant bookings where required.
- Maintain accurate cash handling procedures in line with company standards.
- Support the wider team in delivering a consistently friendly, professional and efficient service.
To Be Successful In This Role You Will Have
- Excellent communication and customer service skills.
- Previous experience in a customer-facing or hospitality environment.
- The ability to manage guest concerns with professionalism and empathy.
- Strong organisational skills and attention to detail.
- A proactive approach and the ability to work effectively in a busy environment.
- A full driving licence and access to transport (advantageous due to the resort location).
What’s In It For You
- Competitive rate of pay
- Enhanced holiday entitlement with the option to cash in a number of holidays per year
- Discounted staff breaks at Darwin Escapes holiday resorts across the UK
- Free use of resort facilities including many of our gyms and swimming pools
- Food discounts across our resorts
- Introduce a Friend recruitment bonus*
- 100% work attendance bonus*
- Company sick pay*
- Compassionate leave pay
- Employee Assistance Programme
- Free access to the Darwin Academy training programme to support your development
- Cycle to Work scheme
- MediCash healthcare cash plan
Subject to terms and conditions
Why Work With Us
Darwin Escapes is successful because of our team. Our colleagues are dedicated, supportive and committed to delivering exceptional standards and memorable experiences for our guests. If you are looking for an opportunity to be part of a friendly and professional team in a beautiful location, we would love to hear from you.
Skills & Company
A Darwin Escape is all about creating the perfect destination for our guests to relax, explore and make lasting memories. Whether guests are looking to unwind in peaceful countryside surroundings or enjoy a fun-filled break with family and friends, our resorts offer a variety of experiences designed to suit every type of holiday. Across our resorts, we offer a range of accommodation, from luxury lodges with private hot tubs to spacious caravans and unique stays such as treehouses. Each location has its own character, facilities and atmosphere, but all share the same focus on delivering high standards of hospitality and memorable guest experiences. Our beautifully maintained resorts feature excellent on-site facilities and welcoming environments where guests can relax, recharge or enjoy adventure and exploration in some of the UK’s most desirable locations. Behind every great Darwin Escape is a dedicated team. Our colleagues play a vital role in ensuring every guest enjoys their stay, helping to create the friendly atmosphere and outstanding service that our resorts are known for.
Company Culture
At Darwin Escapes we believe our people are at the heart of everything we do. Our teams work together to create welcoming environments and memorable experiences for our guests across our resorts throughout the United Kingdom. Each of our destinations has its own personality, from luxurious lodge retreats to family-focused resorts and peaceful countryside locations. While every resort is unique, all of our teams share the same commitment to delivering outstanding service and creating great experiences for our guests and holiday home owners. We offer a friendly and supportive working environment where colleagues are encouraged to develop their skills and grow their careers. Whether you are starting your first role in hospitality or progressing into management, Darwin Escapes provides opportunities for development, training and career progression across our growing collection of resorts. Wherever you join us, you will become part of a team that values professionalism, teamwork and pride in delivering exceptional service.
Required Criteria
- Strong organisational and problem solving skills
- Strong customer service and communication skills
- Previous experience in a customer facing role
- Ability to work flexible hours including weekends and bank holidays
- Right to Live and work in the UK
Desired Criteria
- Knowledge of the Lake District or local area
- Experience using booking or reservation systems
- Experience working in a supervisory or managerial role
- Previous experience working within hospitality, leisure, or tourism
Closing Date Monday 23rd March, 2026
Contract Type fulltime
Salary Based on Experience
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