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.
Responsibilities
- 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.
Qualifications
- 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.
- 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; 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.
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.
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.
At Darwin Escapes we operate a collection of unique holiday destinations across the United Kingdom, offering beautiful locations, quality accommodation and exceptional guest experiences. Our resorts range from countryside lodge retreats to coastal escapes, each delivering high standards of hospitality, leisure facilities and service for our holiday guests and holiday home owners. Whether working in food and beverage, housekeeping, grounds, maintenance, entertainment or management, our teams play an important role in creating welcoming environments and memorable experiences for every guest who visits our resorts.
Benefits
- 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.
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