Head of Experience - Porthmadog Gwynedd

In this role, you\’ll be at the helm of the people centric Experience team, leading with clear direction and plenty of motivation. You\’ll inspire your team to hit their goals and keep up high standards by showing them how it\’s done! You\’ll be hands-on with performance, offering feedback to help your team grow, tackling any challenges, and supporting their development. Managing resources like budgets and tools will be key to keeping things running smoothly. You\’ll also be the driving force behind fantastic guest, owner & team experiences. As an advocate for change, you will be continuously improving how we support, interact and solve any issues that pop up. Plus, you\’ll make sure everything stays safe, compliant, and on point with company policies.

Responsibilities

• Provide strategic leadership to the Experience Team, setting clear goals and expectations, motivating the team to achieve positive results and developing a focused team.
• Ensure all new team members receive an engaging 90-day induction and training plan to set them up for growth.
• Interact with guests, build trusted relationships with owners, and address their needs and concerns.
• Handle escalated guest issues and resolve them promptly and satisfactorily.
• Gather and analyse guest feedback to make continuous improvements.
• Develop and implement strategic plans to achieve departmental and organizational goals, including budgeting and resource allocation.
• Engage, educate, support, and appraise team members, cultivating a workplace atmosphere that emphasises cooperative efforts, creativity, and career advancement.
• Continuously assess departmental performance and implement improvements, ensuring efficient processes and high-quality outcomes.
• Assist Team Managers in achieving annual sales growth and surpassing profit targets by enhancing the on-Park experience for all.
• Collaborate with internal and external stakeholders to build key relationships, identify opportunities for growth, influence leaders to drive change and ensure guest satisfaction.
• Ensure that all departmental activities adhere to relevant laws, regulations, and industry standards.
• Provide regular reports to senior management, highlighting departmental achievements, challenges, and future plans.

Qualifications

• Prior senior-level experience within Customer service / operational/people role. Preferably within leisure industry.
• Experience of driving change with continuous improvement mindset.
• Demonstrated proven expertise in leadership and organization, with a strong ability to enhance team performance, foster personal growth, and develop a diverse workforce.
• Proven expertise in developing strategic plans and addressing problems.
• Effective communication and interpersonal skills.
• Proven history of accomplishing goals within the department and across the organisation.
• Knowledge of industry trends, regulations, and best practices.
• Commercial minded with evidence of successfully managing costs in line with exceptional delivery.
• Highly effective at organising tasks with a focus on meticulous detail.
• Proficient at making calculated choices and adeptly prioritising responsibilities, maintaining focus during busy periods.

Benefits

• Attractive salary plus 25% annual bonus opportunity.
• On-site accommodation, subject to availability and T&Cs.
• An inclusive, supportive work environment.
• Comprehensive training and ongoing support.
• Career development opportunities, including fully funded qualifications.
• Exclusive team perks, including up to 50% off on-park dining, 20% discounts on Haven Holidays and in-store purchases, free access to our facilities, savings at national brands and retailers, and so much more!

Join Our Team

Join our One Great Team here at Haven as a Head of Experience leading the large Experience Team: driving innovation and excellence to ensure that every Guest, Owner and Team Member on our park has a great time with memories that last a lifetime.