Guest Experience Team Member

Overview

Position: Guest& Owner Experience Team Member

Type: Full-Time / Part-Time / Seasonal

Pay Rates: Up to £12.21 per hour depending on age

Join our One Great Team here at Haven as a Guest Experience Team Member, where you’ll be the heart and soul of both our guest and owner experience, helping create welcoming arrivals, smooth stays, and positive resolutions when challenges arise.

This is a varied, people-focused role where no two days are the same. From delivering warm welcomes and supporting Holiday Homeowners, to handling guest feedback and resolving concerns with care and professionalism, you’ll play a vital role in ensuring every visit feels memorable, effortless, and enjoyable.

Responsibilities

• Be a friendly and welcoming first point of contact for guests and Holiday Homeowners, creating positive first impressions at check-in, reception, or across the park.
• Deliver a warm, informative arrival experience, answering questions, offering guidance on park facilities, activities, and events, and helping guests feel at home from the moment they arrive.
• Actively listen to guest and owner questions, feedback, or concerns, taking ownership to investigate issues and provide thoughtful, tailored solutions.
• Handle guest complaints with empathy, patience, and professionalism, escalating when appropriate and following up to ensure satisfaction and resolution.
• Support Holiday Homeowners throughout their ownership journey by building trusted relationships, resolving issues, and completing key administrative tasks accurately.
• Liaise with internal teams such as Maintenance, Accommodation, and Leadership to provide updates, coordinate solutions, and deliver a seamless experience.
• Capture guest and owner feedback, sharing insights with relevant teams to support continuous improvement across the park.
• Create and maintain a clean, safe, and welcoming environment where guests, owners, and visitors feel comfortable and valued.
• Work collaboratively with colleagues to ensure smooth operations during peak times and throughout the season.

Requirements

• Experience in customer service, guest relations, reception, complaints handling, or a similar role is beneficial but not essential – full training is provided.
• A genuine passion for delivering excellent customer service and creating positive experiences.
• Strong communication and listening skills, with the ability to adapt your approach to different guests and situations.
• Confident handling challenges or complaints with tact, empathy, and professionalism.
• Organised, proactive, and solutions-focused, with good attention to detail.
• A flexible team player who thrives in a fast-paced, guest-focused environment.