Guest Experience Manager
PGL is shaping the next generation through extraordinary residential adventures. Our award‑winning programmes help children discover the fun of being outdoors, promote wellbeing, develop character, and build real‑world skills for life. As a Guest Experience Manager you will lead our activity & guest care teams to provide our customers a magical & memorable PGL experience from the moment they arrive, through to waving them goodbye – leaving them counting down the days until their next visit.
This position is actively involved on site, ensuring the happiness of our guests, overseeing our activities and ensuring our team is always providing an enjoyable and safe experience. You will create a fun, friendly & supportive environment, work in partnership with the on‑site People & Culture team, lead the Guest Experience Team, provide line management, support welfare and wellbeing, and identify and facilitate career development & training opportunities.
You will also collaborate with the Lead Activity Specialist and Lead Activity Technician to ensure compliance with our standards across the centre, and be comfortable analysing data – complex rotas, workforce planning, holidays and performance statistics – as well as gathering and analysing customer feedback to implement innovations that keep PGL growing and improving for the future.
Qualifications
- A proven leader of people with superb organisational abilities and guest‑centric approach.
- An approachable and effective communicator, able to develop successful working relationships with a variety of people and teams.
- Enjoys problem solving and thrives when faced with a variety of challenges & deadlines.
- Previous line management experience within guest care/activity delivery & able to coach/train/mentor teams.
- Ideally hold a Level 3 or above in Leadership, Management, Education & Training qualification and a recognised First Aid qualification, though training can be provided.
Above all, it’s our core values of FUN, SAFETY, QUALITY, INCLUSIVITY, TEAMWORK and RESPECT that unite us.
Benefits
- On top of your 25 days annual leave (+ 8 bank holidays), you’ll also enjoy your birthday off, have paid volunteering days to help worthwhile causes and the option to purchase additional holiday.
- A career with ongoing growth, aided development, mentoring, multiple pathways and opportunities to work across different UK or French locations.
- 24/7 access to our Wellbeing Hub alongside our Employee Assistance Program.
- Sector‑leading family friendly policies and a contributory pension.
- Access to our financial wellbeing platform where you can borrow or save directly from your salary.
- Free/discounted PGL breaks for your family & discounts at 800+ retailers.
Inclusive & Supportive Culture
No matter your background, ethnicity, age, neurodivergence or anything else… PGL is a place to be yourself, have fun, use your valuable skills for good and celebrate what makes you brilliantly unique.
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