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- Tasks: Lead the Experience Team to create unforgettable moments for guests and team members.
- Company: Join Haven, a vibrant company focused on creating lasting memories.
- Benefits: Enjoy up to 25% annual bonus, discounts, and career development opportunities.
- Other info: Inclusive work environment with comprehensive training and support.
- Why this job: Be a change-maker in guest experiences while inspiring your team to excel.
- Qualifications: Senior-level experience in customer service and proven leadership skills required.
The predicted salary is between 40000 - 50000 £ per year.
Position: Head of Department – Head of Experience
Type: Full-Time / Fixed Term Contract
Bonus: Up to 25% Annual Bonus
We can provide on-site accommodation, subject to availability and T&Cs.
Join our One Great Team here at Haven as a Head of Experience on a Fixed Term Contract, 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.
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.
Key Responsibilities
- Leadership: Provide strategic leadership to the Experience Team, setting clear goals and expectations, and motivating the team to achieve positive results and develop a focussed team. Ensure all new team members receive an engaging 90-day induction and training plan to set them up for growth with Haven.
- Guest experience: Interacting with guests, building trusted relationships with owners, and addressing both their needs and concerns. You will be responsible for handling escalated guest issues and ensuring that they are resolved promptly and satisfactorily and gathering and analysing guest feedback to make continuous improvements.
- Strategic Planning: Develop and implement strategic plans to achieve departmental and organizational goals, including budgeting and resource allocation.
- Team Management: Engage, educate, support, and appraise your team members, cultivating a workplace atmosphere that emphasises cooperative efforts, creativity, and career advancement.
- Performance Optimisation: Continuously assess departmental performance and implement improvements, ensuring efficient processes and high-quality outcomes. Assist your Team Managers in achieving annual sales growth and surpassing profit targets by enhancing the on-Park experience for all.
- Stakeholder Engagement: Collaborate with internal and external stakeholders to build key relationships, identify opportunities for growth, influence leaders to drive change and ensure guest satisfaction.
- Compliance: Ensure that all departmental activities adhere to relevant laws, regulations, and industry standards.
- Reporting: Provide regular reports to senior management, highlighting departmental achievements, challenges, and future plans.
Requirements
- Prior senior-level experience within Customer service/operational/people role. Preferably within leisure industry.
- Experience of driving change with continuous improvement mindset.
- Demonstrating proven expertise in leadership and organisation, 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.
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:
Head of Experience - Gwynedd, LL53 6HX in Pwllheli employer: Haven
Contact Detail:
Haven Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Experience - Gwynedd, LL53 6HX in Pwllheli
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re all about.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to get comfortable with common questions. The more you practice, the more confident you'll feel when it’s time to shine in front of the hiring team.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role and keeping you top of mind for the hiring team. Plus, it’s just good manners!
We think you need these skills to ace Head of Experience - Gwynedd, LL53 6HX in Pwllheli
Some tips for your application 🫡
Be Yourself: When you're filling out your application, let your personality shine through! We want to get to know the real you, so don’t be afraid to show us what makes you unique.
Tailor Your Application: Make sure to customise your application to match the Head of Experience role. Highlight your relevant experience and skills that align with our values and the job description. It shows us you’re serious about joining our team!
Showcase Your Achievements: Don’t just list your responsibilities; share your successes! Use specific examples of how you've driven change or improved guest experiences in previous roles. We love to see results!
Keep It Clear and Concise: While we want to know all about you, keep your application clear and to the point. Avoid jargon and make it easy for us to read. A well-structured application goes a long way!
How to prepare for a job interview at Haven
✨Know Your Stuff
Before the interview, dive deep into Haven's values and mission. Understand their approach to guest experience and how they drive innovation. This will help you align your answers with what they’re looking for.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Highlight specific instances where you motivated your team, tackled challenges, or implemented strategic changes that improved performance.
✨Engage with Guest Experience Scenarios
Think about potential guest issues that could arise and how you would handle them. Be ready to discuss your approach to building relationships with guests and resolving escalated concerns effectively.
✨Be Ready to Discuss Strategy
Since this role involves strategic planning, come prepared with ideas on how you would develop and implement plans to enhance the guest experience. Show that you can think critically about resource allocation and budgeting.