At a Glance
- Tasks: Lead the creation of unforgettable experiences for guests and owners in a vibrant park environment.
- Company: Join a dynamic leisure company focused on exceptional guest experiences.
- Benefits: Enjoy up to 25% annual bonus, discounts, and career development opportunities.
- Other info: Inclusive workplace with comprehensive training and support for your career growth.
- Why this job: Make a real impact by enhancing guest experiences and leading a passionate team.
- Qualifications: Senior leadership experience in hospitality or leisure with a focus on guest satisfaction.
The predicted salary is between 50000 - 65000 £ per year.
- Position: Head of Department – Head of Park Experience & Leisure Operations
- Type: Full-Time/Permanent
Bonus: Up to 25% Annual Bonus The Head of Park Experience & Leisure Operations is a key leadership role responsible for creating unforgettable moments for our guests and owners.
The role leads a function spanning Activities & Leisure, Entertainment, Retail Revenue (including arcades), and the wider Guest, Owner and Team Experience, with a clear mission to deliver exceptional experiences that create memories to last a lifetime.
This role leads the delivery of an outstanding guest and owner experience across all leisure, entertainment and retail areas on park.
Managing Team Managers, it drives revenue, cost efficiency and consistent service standards while acting as the on-park authority for experience.
The role champions team engagement, wellbeing, safety and compliance, working closely with the General Manager and leadership team to manage risks, trends and incidents.
Using guest, owner and team insight, it supports high-quality events and activities and drives continuous improvement in experience and commercial performance.
Strategic & Commercial Leadership Own and deliver the park-level guest and owner experience strategy, turning insight (NPS, Owner Advocacy, ENPS) into action.
Drive cross-functional collaboration to enhance experience, engagement, dwell time and spend.
Share best practice and insight with Central teams to support continuous improvement.
Deliver revenue, cost and wage targets while optimising activities, scheduling and capacity.
Team Leadership Lead, develop and inspire Team Managers, building strong pipelines of future talent.
Drive high levels of engagement, retention and performance through coaching and development.
Ensure full compliance across people processes, wellbeing, training and employment standards.
Guest & Owner Experience Act as the senior on-park experience lead, supporting the GM during incidents or escalations.
Take ownership of the end-to-end guest and owner journey, driving advocacy and loyalty.
Oversee complaint resolution and insight-led improvements to maximise NPS and advocacy.
Build strong relationships with owners, supporting forums, communications and experience plans.
Operating Standards & Brand Ensure consistent delivery of brand standards across Experience, Activities, Entertainment and Owner Events.
Maximise activity performance to support guest satisfaction and F&B/Retail revenue.
Act as guardian of brand standards, park rules and licence compliance.
Health & Safety Champion a safe, compliant and secure culture across all areas of the park.
Own H&S frameworks, training, audits and escalation processes, particularly for leisure activities.
Ensure all legal, safety and operational checks are completed and standards maintained.
Key Requirements Senior leadership experience in hospitality, leisure or retail, with a strong track record in guest experience and commercial performance.
Proven expertise in guest and owner experience management, including NPS and advocacy.
Strong knowledge of Health & Safety legislation, compliance and people processes within complex operational environments.
Commercially astute, with experience managing budgets, labour and costs.
Data-led leader, confident using insight and feedback platforms to drive improvement.
Strategic and operational leader across multiple functions and central support teams.
Inspirational, inclusive people leader with a focus on coaching, succession and performance.
Resilient, adaptable and decisive in fast-paced environments.
Passionate about safety, quality and delivering exceptional experiences.
What We Offer 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!How to Apply We’re committed to fostering a diverse, equitable, and inclusive workplace, and we encourage applicants of all backgrounds to apply.
To get started, click apply now and answer a few quick questions, which should take 5 minutes.
Once submitted, a member of our team will be in touch.
For support or adjustments during the application, contact us at: resourcingteam@bourne-leisure. co. uk #J-18808-Ljbffr
Head of Park Experience and Leisure Operations employer: Haven
Haven is an excellent employer, offering a supportive and inclusive work environment in Lancashire where you can thrive as a Venue Cleaner. With flexible hours, comprehensive training, and numerous career development opportunities, employees are encouraged to grow and succeed while enjoying exclusive perks that enhance their work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Park Experience and Leisure Operations
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Haven. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Haven
Don't be shy about reaching out to Haven directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Head of Park Experience and Leisure Operations
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Haven and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Haven
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
