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- Tasks: Manage guest experiences and ensure top-notch customer service at a stunning holiday resort.
- Company: Join the vibrant team at Darwin Escapes in the beautiful Lake District.
- Benefits: Enjoy competitive pay, enhanced holidays, discounts, and free access to resort facilities.
- Other info: Flexible hours with opportunities for professional growth and development.
- Why this job: Make guests' holidays unforgettable while developing your skills in a dynamic environment.
- Qualifications: Excellent communication skills and previous customer service experience are essential.
The predicted salary is between 30000 - 30000 £ per year.
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
Contract Type: Full‑time
Salary: £30,000.00 Yearly
Closing Date: Tuesday 2nd June, 2026
Customer Services Manager in Conwy employer: Darwin Escapes
Contact Detail:
Darwin Escapes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Manager in Conwy
✨Tip Number 1
Network like a pro! Reach out to friends, family, or even former colleagues who might have connections in the hospitality industry. A personal recommendation can go a long way in landing that Customer Services Manager role.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service scenarios. Think about how you would handle guest complaints or special requests, and be ready to share your experiences. We want to see your problem-solving skills shine!
✨Tip Number 3
Show off your personality! When you get the chance to meet potential employers, let your enthusiasm for customer service and the hospitality industry come through. A friendly smile and a positive attitude can make all the difference.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and take the initiative to connect with us directly.
We think you need these skills to ace Customer Services Manager in Conwy
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Services Manager role. Highlight your previous experience in customer-facing roles and how it aligns with what we’re looking for at Keswick Reach Lodge Retreat.
Show Off Your Skills: Don’t be shy about showcasing your excellent communication and organisational skills. We want to see how you’ve handled guest queries and complaints in the past, so share specific examples that demonstrate your professionalism and empathy.
Be Personable: Remember, we’re all about creating a friendly and welcoming atmosphere. Use a warm tone in your application to reflect your personality and show us that you can connect with guests and make their stay enjoyable.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for this fantastic opportunity at our beautiful resort.
How to prepare for a job interview at Darwin Escapes
✨Know the Company Inside Out
Before your interview, take some time to research Darwin Escapes and the specific resort you'll be working at. Familiarise yourself with their values, mission, and the services they offer. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Prepare for Customer Scenarios
As a Customer Services Manager, you'll likely face various guest queries and complaints. Think of some common scenarios you might encounter and prepare your responses. Practising how you would handle these situations with professionalism and empathy will give you confidence during the interview.
✨Showcase Your Organisational Skills
Highlight your organisational skills by discussing past experiences where you successfully managed multiple tasks or guest requests. Use specific examples that demonstrate your attention to detail and ability to work efficiently in a busy environment, as this is crucial for the role.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or how success is measured in the role. This shows that you're engaged and serious about contributing to the team, plus it gives you valuable insights into the company culture.