Reservations and Guest Services Manager

Description The Guest Resolution Supervisor is responsible for supervising the Welcome Team, ensuring an exceptional arrivals and day-visit experience, and acting as the on-resort point of contact for escalated guest issues throughout the day and evening. You will resolve issues that cannot be completed centrally, coordinate accommodation actions, and ensure all escalated tasks from the Central Team are owned, completed and closed-off to a high standard. Respond to escalated guest issues from Central Guest Services, owning the full resolution process. Coordinate accommodation tasks to resolve guest problems outside of changeover days Act as the evening point of contact for guest problem-solving across resort. Oversee queue management, signage, flow and peak-time support. Support the Day Visits operation, ensuring smooth entry, information provision and problem resolution. Escalated Guest Problem Resolution (On-Resort Ownership) You will own and resolve issues escalated from Central Guest Services including: Lost Property (On-Resort & Post-Break) Coordinate left in unit recovery with Accommodation teams. Key Card & Accommodation Access Issues Carry the duty phone and coordinate let-ins or arrange team attendance. Accommodation Moves / Inspections / High-Priority Issues Contact guests regarding approved moves. Chase guest jobs that are overdue our SLAs Goodwill & Complaint Escalations Make local decisions on goodwill gestures within agreed limits. Resolve escalated restaurant, activities, venues or add-on issues once passed from central. Wristband Issues, Replacements & Local Payments Take payment for re-issue charges and distribute replacement wristbands locally. Health & Safety, Emergency and Behaviour Calls Attend or coordinate the correct team response for H&S escalations. Support Accommodation/Safety with behaviour escalations requiring intervention. Action infestations escalated from central (inspection, move requests, follow-up). High-Risk SOP Escalations Attend rooms or locations as required Coordinate with Resort Safety and follow SOP protocols. Accidents / First Aid / Emergency Services Support Coordinate completion of accident forms and ensure first aid have attended Accommodation Task Coordination Assign jobs to team members for: Keycard issues Inventory needs Recleans Guest moves Any other guest related need Evening Resort Coverage Act as primary guest-resolution contact across resort during evening hours. Provide real-time communication to management for significant issues. Team Leadership, Culture & Development Lead, coach and direct the Welcome Team and any allocated evening resolution staff. Deliver daily briefs, shift expectations and service standards. Monitor service levels, guest interactions and queue performance. Maintain full compliance with H&S, accident reporting, safeguarding, data protection and emergency SOPs. Collaboration & Communication Work closely with Central Guest Services to complete escalated cases quickly and accurately. Maintain strong relationships with Accommodation, Facilities, Resort Safety, Entertainment and F&B teams. Provide clear handovers to management for unresolved evening cases. Experience & Qualification Requirements Experience in guest-facing roles within hospitality, tourism, leisure or customer service. Ability to resolve complaints empathetically while maintaining standards. Competency using digital systems (trackers, PRiME, radios, handhelds, booking systems). Ability to work evenings, weekends and peak periods. For over 80 years weve been delighting hundreds of thousands of guests each year, whether on a non-stop action family break or our epic Adult only Big Weekenders….