Job Description
Location: 21 Regency Circle, Aberconwy Resort & Spa
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 permanent, full‑time position works 40 hours per week across variable days including weekends and bank holidays. Flexibility is essential.
About the Role
- 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
Required Criteria
None specified.
Desired Criteria
None specified.
Contract Type
Full‑time
Salary
£30,000.00 Yearly
Closing Date
Tuesday 2nd June, 2026
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