Assistant Guest Experience Manager Job at Icklesham Full Time NEW

Be part of the team that makes holiday magic happen! We’re looking for an energetic, people‑focused Assistant Guest Experience Manager to help champion outstanding service and support the delivery of unforgettable guest experiences across the park. 

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If you love creating meaningful moments, leading great teams, and shaping what an exceptional holiday feels like, this role is the perfect next step. 

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As an Assistant Guest Experience Manager, you’ll work closely with the Guest Experience Manager to enhance every stage of the guest journey – from warm welcomes on arrival to fond farewells at departure. You’ll play a key role in driving guest satisfaction, improving service standards, and helping the team deliver consistent, high-quality experiences. 

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You’ll use feedback, data, and insight to make improvements, support the team with day‑to‑day operations, and help create a positive, joined‑up experience across the whole park. 

nWhat you will be doing…n

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• Act as the voice of the guest, using feedback, data, and insights to drive improvements. n
• Create a welcoming, professional atmosphere within reception and other guest‑facing areas. n
• Support enhancements to guest spend by understanding guest needs and expectations. n
• Support in recruiting, training, developing, and motivating the Guest Experience team. n
• Help build a culture of high service standards, positive behaviours, and strong teamwork. n
• Assist with day‑to‑day team management, ensuring processes and standards are consistently followed. n
• Monitor key service metrics (CSAT, NPS, complaint ratios, guest experience scores). n
• Assist with action plans to drive continuous improvement across the guest journey. n
• Support the effective handling and resolution of guest complaints in line with company processes. n
• Work closely with all park departments – Accommodation, F&B, Security, Maintenance – to ensure a seamless guest experience. n
• Ensure communication is smooth and joined‑up so guests receive consistent service at every touchpoint. n

nAbout you…n

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• Experience leading, supervising or developing a team in a customer‑focused environment. n
• Ability to build strong relationships with guests and internal stakeholders. n
• Previous customer‑facing experience, with confident written and digital communication skills. n
• Strong IT skills and the ability to work comfortably across multiple systems. n
• Flexibility to work varied hours including weekends, evenings, and bank holidays. n
• A passion for service excellence and a desire to support continuous improvement. n

nSo, why Parkdean Resorts? n

Well, besides the one-of-a-kind team culture, stunning locations across the UK, and the chance to work with the UK’s largest holiday park organisation, we can offer: 

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• The chance to develop your skills and boost your career across our 65 parks – we’ve got your back when it comes to training! n
• You’re never on your own with our Employee Assistance Programme! It comes with a 24/7 confidential helpline for counselling and support – because your wellbeing is our top priority. n
• A 50% discount for you and a 25% discount for friends and family when booking your holiday with us. n
• A team member discount of 30%, available on everything from fabulous food to delicious drinks and even our fun leisure activities. n
• Score awesome discounts! From tasty meal kits like Hello Fresh to your favourite local gyms, we’ve got deals on lots of brands just for you. n

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We want to be a force for good and caring for our parks, people, and planet is a natural component of the way we do business. We celebrate our people, communities and natural environment, enabling us to enhance the amazing memories we create for many years to come. 

nAre we the right fit for you?   n

At Parkdean Resorts, every park is a place to start something great; a place where you can develop your skills, take on new challenges, and thrive alongside a team that supports you every step of the way.  

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Our parks create meaningful memories for our guests and know that great service is more than a smile – it’s understanding the value of every moment. Because it’s not just what we do, it’s who we are. Join a team that puts heart into every holiday.  Be the Heart of the Park. 

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Parkdean Resorts takes safeguarding seriously therefore background checks including DBS (or equivalent) will be carried out if appropriate. 

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We want to do all we can to create an environment and recruitment process where people feel safe and comfortable to talk about disability. For any reasonable adjustment requests as part of the recruitment and assessment process, please contact Holly at Holly.Baldwin@parkdean-resorts.com.