Guest Service Manager - Summer 2026 - Various Mediterranean Resorts in Coventry

LOCATION: Europe - We have various Neilson Beach Clubs across the Mediterranean

DATES: Summer seasonal, April until November

REPORTS TO: General Manager

SALARY: Up to £1300 PCM gross + Shared accommodation + flights, meals + great overall package

JOB DETAILS

Our Guest Service Manager closely supports the Active and General Manager. The GSM position is a full-season role from April to early November. Your primary responsibility will be to ensure that we consistently exceed guest expectations. It is essential to connect with all guests during their holiday, address issues, and defuse complaints efficiently.

As a GSM, you will require solid interpersonal skills and friendly, approachable, outgoing personalities. You will utilise your resort team and the hotel facilities to create a fantastic holiday experience. This will be at the centre of everything you do.

Anyone stepping into this role must be highly charismatic. You’ll be able to use a microphone effectively to captivate an audience and create an air of excitement to help keep anyone staying in the resort entertained throughout their holiday.

Airport transfers are an essential part of the guest journey; as first impressions go, this matters. With multiple arrival days, airport transfers will be a significant part of your role. You will ensure that every guest receives a warm welcome upon arrival and a smooth send-off at the end of their stay.

Working for Neilson is more than a job; it’s a lifestyle. Spend the summer season based in one of our beautiful beach club resorts, where it’s all about sharing your passion for the activities you love.

We’re looking for friendly, energetic, and approachable people who can build rapport with ease. Individuals who can instil confidence that every element of a Neilson holiday is delivered by a team who cares.

Please note: All Neilson Active staff are DBS-checked.

JOB CRITERIA & RESPONSIBILITIES

• You’ll be passionate about creating and taking ownership of all aspects of a perfect guest holiday experience.
• You’ll work closely with your fellow Senior Management Team to create a welcoming guest environment across all departments.
• You’ll be Neilson’s customer service ambassador, ensuring we consistently deliver a premium holiday experience.
• You’ll bring exceptionally high standards and attention to detail.
• You’ll be resourceful and able to display extensive knowledge of your hotel & resort.
• You’ll know everything about everything, and what you don’t know, you’ll know who to ask.
• You will be responsible for creating our guests’ first and last impressions.
• You’ll ensure that all resort team members always understand/support the importance of first and last impressions.
• You will manage all pre- and post-communications to provide a seamless guest experience.
• You’ll always take a proactive approach to achieve excellent guest feedback.
• You’ll efficiently and effectively identify/resolve any customer issues or complaints as/when they arise.
• In this instance, you will always work closely with the Senior Management Team and take corrective action to prevent any future re-occurrence of these issues.
• In the event that a guest suffers an injury, you will assist with obtaining medical assistance and liaise with insurance companies as required.
• You’ll know the basic legal requirements regarding health and safety, hygiene, and security within the local, European, and British laws.
• You’ll report any supply, or equipment needs and immediately flag any defects to the General Manager.
• Willing to help out and cover in other departments as required but the business.

OPERATIONAL MANAGEMENT

• You’ll work closely with the Resort Host/s to develop and deliver a varied and balanced resort entertainment program.
• This program will create an inclusive social atmosphere suitable for all and assist in generating additional resort income.
• You’ll be a visible and physical presence during mealtimes, coffee mornings, bar afternoons, and social events – These are essential occasions for guests to speak with you, ask questions, or raise any issues.