At a Glance
- Tasks: Lead teams to create unforgettable experiences for guests while ensuring safety and fun.
- Company: Join PGL, a leader in outdoor adventures for young people.
- Benefits: Enjoy 25 days annual leave, birthday off, and discounts at over 800 retailers.
- Other info: Dynamic role with opportunities for growth across the UK and France.
- Why this job: Make a real impact on young people's lives through exciting outdoor activities.
- Qualifications: Proven leadership skills and a passion for guest care; training provided.
The predicted salary is between 30000 - 40000 £ per year.
Qualifications
- A proven leader of people with superb organisational abilities and a guest‑centric approach.
- An approachable and effective communicator, able to develop successful working relationships with a variety of people and teams.
- Enjoys problem‑solving and thrives when faced with a variety of challenges and deadlines.
- Previous line‑management experience within guest care or activity delivery, able to coach, train and mentor teams.
- Ideally hold a Level 3 or above in Leadership, Management, Education & Training qualification and a recognised First Aid qualification, though training can be provided.
- Core values of FUN, SAFETY, QUALITY, INCLUSIVITY, TEAMWORK and RESPECT.
About PGL
PGL is shaping the next generation through extraordinary residential adventures. Our award‑winning programmes help children discover the fun of being outdoors, promote wellbeing, develop character, and build real‑world skills for life.
Responsibilities
- Lead activity and guest care teams to provide customers a magical & memorable PGL experience from arrival to departure.
- Ensure guest happiness on site, oversee activities and maintain an enjoyable and safe experience.
- Line‑manage the Guest Experience Team, support welfare and wellbeing, and identify and facilitate career development and training opportunities.
- Collaborate with Lead Activity Specialist and Lead Activity Technician to ensure compliance with standards across the centre.
- Analyse complex rota data, workforce planning, holiday schedules and performance statistics related to the team.
- Gather and analyse customer feedback, implement innovations to continually improve the PGL experience.
Equal Opportunity Statement
No matter your background, ethnicity, age, neurodivergence or anything else, PGL is a place to be yourself, have fun, use your valuable skills for good and celebrate what makes you brilliantly unique.
Benefits
- 25 days annual leave (+ 8 bank holidays), birthday off, paid volunteering days, option to purchase additional holiday.
- A career with ongoing growth, mentoring, multiple pathways and opportunities to work across different UK or French locations.
- 24/7 access to our Wellbeing Hub and Employee Assistance Program.
- Sector‑leading family‑friendly policies and a contributory pension.
- Access to our financial wellbeing platform where you can borrow or save directly from your salary.
- Free or discounted PGL breaks for your family and discounts at 800+ retailers.
Guest Experience Lead — Growth, Safety & Fun employer: PGL Travel
PGL is an exceptional employer that prioritises the growth and wellbeing of its team members while fostering a vibrant and inclusive work culture. With a focus on fun, safety, and quality, employees benefit from extensive training opportunities, generous annual leave, and access to a comprehensive Wellbeing Hub, all within a supportive environment that encourages personal and professional development. Join us in creating unforgettable experiences for children while enjoying unique perks like discounted family breaks and a strong commitment to work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience Lead — Growth, Safety & Fun
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Guest Experience Lead role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to guest care and team management. Think about your past experiences and how they align with PGL's core values of FUN, SAFETY, QUALITY, INCLUSIVITY, TEAMWORK, and RESPECT.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Be ready to share examples of challenges you've faced in previous roles and how you turned them into opportunities for growth and improvement.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of the PGL family and contributing to our mission of creating magical experiences.
We think you need these skills to ace Guest Experience Lead — Growth, Safety & Fun
Some tips for your application 🫡
Show Your Guest-Centric Approach:Make sure to highlight your experience in guest care and how you've put guests first in your previous roles. We want to see how you’ve created memorable experiences for others!
Communicate Clearly:Your written application should reflect your communication skills. Use clear, concise language and make sure to convey your enthusiasm for the role. We love a good story, so don’t be afraid to share your journey!
Demonstrate Leadership Skills:Since this role involves leading teams, showcase your line-management experience. Tell us about times you’ve coached or mentored others, and how you’ve tackled challenges head-on. We’re all about teamwork here!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join the PGL family!
How to prepare for a job interview at PGL Travel
✨Show Your Leadership Skills
Make sure to highlight your previous line-management experience. Share specific examples of how you've successfully led teams, coached individuals, and created a positive guest-centric environment. This will demonstrate that you can embody the core values of FUN, SAFETY, QUALITY, INCLUSIVITY, TEAMWORK, and RESPECT.
✨Communicate Effectively
As an approachable communicator, it's essential to showcase your ability to build relationships. Prepare to discuss how you've developed successful working relationships with diverse teams and guests. Use anecdotes that illustrate your problem-solving skills and how you thrive under pressure.
✨Prepare for Data Analysis Questions
Since the role involves analysing complex rota data and performance statistics, brush up on your analytical skills. Be ready to discuss how you've used data to improve team performance or guest experiences in the past. This shows you're not just a people person but also someone who can think critically.
✨Emphasise Your Commitment to Guest Experience
PGL is all about creating magical experiences for guests. Prepare to share your passion for guest care and any innovative ideas you've implemented in previous roles. Discuss how you gather and analyse customer feedback to continually enhance the experience, showing that you're proactive and dedicated to improvement.
