Guest Experience Manager
Cofton Holidays is a family-owned, award-winning holiday park set in the stunning South Devon countryside. We’re passionate about creating memorable moments for our guests, and we’re looking for a dedicated Guest Experience Manager to help us deliver an exceptional 5-star experience from the moment guests book to the moment they head home.
About The Role
As Guest Experience Manager, you will take ownership of the full guest journey, ensuring every visitor receives warm, genuine and consistent service. You’ll be the key point of contact for guest feedback, proactively resolving issues, identifying improvements, and working collaboratively across departments to uphold Cofton’s high standards.
You will also play a leading role in shaping our Guest Experience strategy—using data, trends and insights to influence service, delivery, improve communications, and strengthen guest loyalty.
Key Responsibilities
- Deliver a seamless end-to-end guest experience, guided by clear service standards
- Build strong relationships with guests, private owners and seasonal pitch holders
- Manage and investigate guest feedback using ReviewPro and other systems
- Analyse trends in GRI and NPS scores, producing clear weekly reports for management
- Support the organisation of events, rallies, owner gatherings and seasonal guest activities
- Review and enhance guest-facing processes, ensuring they support a 5-star experience
- Assist with the booking system (RMS), guest enquiries and rebooking opportunities
- Work closely with Marketing to improve guest communications and data capture
- Provide front desk and phone support during busy periods, including assisting with the leadership of the team on arrival days
- Collaborate with all departments to ensure consistent service across the entire park
- Contribute to training and development focused on service excellence
About You
- Experienced in hospitality, guest relations or customer service leadership
- An excellent communicator with strong empathy and problem‑solving skills
- Confident analysing data, spotting trends and proposing improvements
- Highly organised, proactive and able to handle a fast‑paced environment
- Passionate about delivering exceptional guest experiences
- Comfortable working collaboratively across multiple teams and departments
Why Join Cofton Holidays?
- Be part of a supportive, family‑owned business
- Work in a beautiful coastal location
- Play a key role in delivering outstanding guest experiences
- Opportunity to make a real impact and contribute ideas to improve the business
What You’ll Get
- Free access to our onsite gym and swimming pool
- Onsite discounts – enjoy savings across food and beverage outlets, retail, and family holiday accommodation
- External discount scheme through Salary Extras – including lifestyle and high street brands
- Medical plan (after probation period)
- Workplace Pension Plan
- Recognition and reward platforms
- Ongoing professional development and training opportunities
- Employee Assistance Programme (EAP) – 24/7 mental health and wellbeing support
- Team social events
- Free onsite parking
Working hours: 45 per week, 5 days out of 7 which will include a weekend day.
Salary: Up to £36,480 PA.
Location: Starcross, Exeter, United Kingdom.
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