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- Tasks: Lead the resolution of guest and owner complaints with care and strategic insight.
- Company: Join Haven, part of the award-winning Bourne Leisure family.
- Benefits: Enjoy a holiday buy scheme, annual bonus, and exclusive discounts.
- Other info: Work in a dynamic environment with opportunities for learning and development.
- Why this job: Make a real impact on guest experiences while developing your leadership skills.
- Qualifications: Strong understanding of guest experience and proven people leadership skills.
The predicted salary is between 40000 - 50000 ÂŁ per year.
At Haven, every guest and owner experience matters. As our Guest & Owner Relations Manager, you’ll play a strategic role in protecting our brand and strengthening loyalty by leading the end-to-end resolution of large, high‑risk complaints with care, pace and sound commercial judgement. This is a high‑impact, leadership role where insight, collaboration and strategy come together to shape how we listen, respond and continually raise the bar for our guest and owner experience.
Acting as a trusted strategic expert, you’ll set the standard for service recovery across our parks, Contact Centre and Support teams—working closely with Park General Managers and senior stakeholders to drive brand consistency, first‑time resolution and meaningful improvements.
What you will be doing:
- Leading the strategic organisation, prioritisation, and resolution of high‑risk, escalated guest and owner complaints, ensuring timely, expert handling of complex cases while promoting a first‑time resolution culture that balances satisfaction with commercial integrity.
- Developing and maintaining the service recovery framework, ensuring consistent policy application, regulatory compliance, and acting as the subject‑matter expert on complaint handling and dispute resolution.
- Building strong relationships with key stakeholders across Parks, Central teams, and commercial functions to coordinate rapid decision‑making and aligned responses to guest and owner issues.
- Delivering insightful reporting and analysis on complaint trends and root causes, driving continuous improvement, risk mitigation, and strategic input into the guest experience and seasonal planning.
- Providing people leadership for the Guest & Owner Relations team, fostering capability development, consistent service recovery standards, and supporting training across Parks and Central teams.
What we’d like you to bring:
- Strong understanding of guest experience, audiences, and broad knowledge of all functions and their interdependencies.
- Proven people leadership skills, including coaching, performance management, and stakeholder engagement at senior leadership levels.
- Demonstrable experience handling complex, escalated, and high‑risk cases, with excellent problem‑solving, negotiation, and communication skills.
- Significant hospitality industry experience, especially in guest services or front office roles, with an analytical mindset and the ability to use data for continuous improvement.
- Comfortable working in a multi‑site or matrix organisation, with previous line‑management experience and the ability to remain calm, resilient, and decisive under pressure.
- Experience in a central role where you have coached regional teams on guest experience is highly desirable.
Benefits:
- Holiday Buy Scheme
- Annual bonus
- Generous discounts on Haven and Warner Hotels holidays for you, family and friends
- Access to the Bourne Leisure corporate box at the O2 Arena, London
- Exclusive discounts with corporate partners
- Learning and Development opportunities such as Apprenticeships and Degrees
- Enhanced family‑friendly policies and pay (eligibility criteria applied)
We’re part of an award‑winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead.
Experience Guest & Owner Relations Manager in England employer: Haven
Contact Detail:
Haven Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Experience Guest & Owner Relations Manager in England
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Haven on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to guest experience and complaint resolution. We recommend using the STAR method to structure your answers—this will help you showcase your skills effectively.
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've managed teams or resolved complex issues in the past. This is your chance to shine and demonstrate that you're the right fit for the role!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Haven family.
We think you need these skills to ace Experience Guest & Owner Relations Manager in England
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Guest & Owner Relations Manager role. Highlight your experience in handling high-risk complaints and your leadership skills, as these are key to what we’re looking for.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've successfully resolved complex issues in the past. We want to see your analytical mindset and how you use data to drive improvements in guest experiences.
Emphasise Collaboration: Since this role involves working closely with various teams, mention any experience you have in building strong relationships with stakeholders. Show us how you’ve coordinated efforts to achieve common goals in previous roles.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for this exciting opportunity at Haven.
How to prepare for a job interview at Haven
✨Know Your Stuff
Make sure you understand Haven's brand values and the importance of guest experience. Research common complaints in the hospitality industry and think about how you would handle them. This will show that you're not just familiar with the role, but also passionate about improving guest relations.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams or resolved high-risk complaints in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses. This will demonstrate your ability to manage people and situations effectively, which is crucial for this role.
✨Build Relationships
Think about how you can foster strong relationships with stakeholders. Be ready to discuss your approach to collaboration and how you've worked with different teams in previous roles. Highlighting your interpersonal skills will be key, as this role requires a lot of coordination across various departments.
✨Data-Driven Mindset
Since the role involves analysing complaint trends, be prepared to talk about how you've used data to drive improvements in guest experience. Bring examples of reports or analyses you've conducted and how they led to actionable insights. This will show that you can blend analytical thinking with practical solutions.