Experience Team Leader

Overview

Are you ready to be part of something truly special?

Following a phenomenal first year of trading, Unity Holidays is continuing to build on strong foundations to deliver the best Owner and Guest experience in the industry across our holiday parks.

At Unity Holidays, we are committed to recruiting individuals who are passionate about people and exceptional service, and who thrive as part of an effective and collaborative team.

Our Experience Team plays a vital role in welcoming our Holiday Home Owners and Guests, supporting them throughout their stay and ensuring every interaction reflects the high standards we want Unity Holidays to be known for.

We are looking for a confident and enthusiastic Experience Team Leader to support the day-to-day operation of Reception at Unity Holidays.

Reporting to the Experience Manager, you will work alongside the team while providing guidance, support and on-shift leadership. You will help maintain excellent service, operational and presentation standards and step up to support decision-making when required.

We want every Unity Holidays team member to have the best teammates, so together we can build experiences where our core value of Togetherness truly shines through.

We know without doubt that an industry-leading experience starts with our team. We set high standards of excellence, champion your Growth through training, confidence and learning, and always celebrate a job well done.

About You

• You’ll be a confident and approachable person with experience in a customer-facing role.
• You’ll enjoy working directly with Holiday Home Owners and Guests and helping to create a welcoming and positive experience.
• You’ll be comfortable supporting and guiding colleagues while remaining hands-on as part of the team.
• You’ll lead by example through your attitude, professionalism and commitment to excellent service.
• You’ll be organised and able to keep Reception running smoothly during busy or challenging periods.
• You’ll be confident responding to Guest queries and complaints, resolving issues where possible and escalating appropriately when needed.
• You’ll understand the importance of accurate bookings, payments, handovers and administrative processes.
• You’ll communicate clearly and work collaboratively with teams across the resort.
• You’ll be comfortable promoting accommodation, resort facilities, products and local attractions where appropriate.
• You’ll bring energy, positivity and reliability to every shift.

Essential Requirements

• Previous experience in a customer-facing role
• Strong communication and interpersonal skills
• Ability to support and guide others within a team environment
• Confidence dealing with Guest queries and complaints
• Ability to remain calm and organised in a busy, fast-paced environment
• Good attention to detail and a commitment to accuracy
• Competent IT skills, including Microsoft Office
• Ability to follow procedures and handle Guest information responsibly
• A positive, professional and approachable manner
• Flexibility to work shifts, including weekends, evenings and bank holidays
• A team player who demonstrates kindness, collaboration and respect

Previous experience acting as a senior team member or key holder would be advantageous, as would experience in sales, upselling or working within a holiday park, hotel, leisure or hospitality environment.

Key Responsibilities

• Support the Experience Manager with the day-to-day operation of Reception
• Act as a key point of support for the Experience Team during shifts
• Step up to provide on-shift guidance when the Experience Manager is unavailable
• Make appropriate decisions within the remit of the role and escalate more significant matters when required
• Ensure service, operational and presentation standards are maintained consistently
• Work alongside the team to deliver a warm, efficient and professional service
• Support team members during busy or challenging periods
• Promote a positive, inclusive and supportive working environment
• Complete and oversee Reception tasks, checklists and administrative duties
• Ensure Reception areas remain clean, organised and well presented
• Support the accurate handling of bookings, arrivals, departures and Guest accounts
• Ensure payments, pre-authorisations and till processes are completed correctly
• Promote the correct use of systems and compliance with data-handling requirements
• Respond to Guest and Owner queries promptly and professionally
• Support the resolution of complaints and ensure agreed actions are followed through
• Record and escalate Guest issues where appropriate
• Promote accommodation options, resort facilities, products and local attractions
• Encourage the team to identify appropriate sales and upselling opportunities
• Maintain clear and effective handovers between shifts
• Communicate professionally with Accommodation, Security and wider resort teams
• Support a seamless Guest experience by working collaboratively across departments
• Follow and promote company procedures relating to safeguarding, data protection and health and safety
• Demonstrate Unity Holidays’ values of Growth, Passion and Togetherness in every interaction

Hours of Work

This role operates on a rota in line with the needs of the resort.

You will need to be flexible and available to work a range of shifts, including weekends, evenings and bank holidays, particularly during peak trading periods.

What We Offer

• A supportive team environment in a busy and exciting resort
• 25% off Food & Drink for you, your friends and family, and 50% when on shift
• Team recognition schemes, including our monthly and annual Unity Champion awards
• Holiday discounts across all Unity Holidays parks
• Free use of leisure facilities such as our pools and gym
• Employee Assistance Programme providing support with financial, health and legal matters
• Opportunities for career progression within a fresh and growing company
• Internal and external training and development opportunities
• Access to Stream, our financial wellbeing platform, including UK-wide discounts and access to earned wages

About Unity Holidays

Unity Holidays is committed to creating unforgettable experiences for our Owners and Guests, driven by a passionate team who work together to deliver excellence every day.

Experience Team Leader

Overview

Are you ready to be part of something truly special?

Following a phenomenal first year of trading, Unity Holidays is continuing to build on strong foundations to deliver the best Owner and Guest experience in the industry across our holiday parks.

At Unity Holidays, we are committed to recruiting individuals who are passionate about people and exceptional service, and who thrive as part of an effective and collaborative team.

Our Experience Team plays a vital role in welcoming our Holiday Home Owners and Guests, supporting them throughout their stay and ensuring every interaction reflects the high standards we want Unity Holidays to be known for.

We are looking for a confident and enthusiastic Experience Team Leader to support the day-to-day operation of Reception at Unity Holidays.

Reporting to the Experience Manager, you will work alongside the team while providing guidance, support and on-shift leadership. You will help maintain excellent service, operational and presentation standards and step up to support decision-making when required.

We want every Unity Holidays team member to have the best teammates, so together we can build experiences where our core value of Togetherness truly shines through.

We know without doubt that an industry-leading experience starts with our team. We set high standards of excellence, champion your Growth through training, confidence and learning, and always celebrate a job well done.

About You

• You’ll be a confident and approachable person with experience in a customer-facing role.
• You’ll enjoy working directly with Holiday Home Owners and Guests and helping to create a welcoming and positive experience.
• You’ll be comfortable supporting and guiding colleagues while remaining hands-on as part of the team.
• You’ll lead by example through your attitude, professionalism and commitment to excellent service.
• You’ll be organised and able to keep Reception running smoothly during busy or challenging periods.
• You’ll be confident responding to Guest queries and complaints, resolving issues where possible and escalating appropriately when needed.
• You’ll understand the importance of accurate bookings, payments, handovers and administrative processes.
• You’ll communicate clearly and work collaboratively with teams across the resort.
• You’ll be comfortable promoting accommodation, resort facilities, products and local attractions where appropriate.
• You’ll bring energy, positivity and reliability to every shift.

Essential Requirements

• Previous experience in a customer-facing role
• Strong communication and interpersonal skills
• Ability to support and guide others within a team environment
• Confidence dealing with Guest queries and complaints
• Ability to remain calm and organised in a busy, fast-paced environment
• Good attention to detail and a commitment to accuracy
• Competent IT skills, including Microsoft Office
• Ability to follow procedures and handle Guest information responsibly
• A positive, professional and approachable manner
• Flexibility to work shifts, including weekends, evenings and bank holidays
• A team player who demonstrates kindness, collaboration and respect

Previous experience acting as a senior team member or key holder would be advantageous, as would experience in sales, upselling or working within a holiday park, hotel, leisure or hospitality environment.

Key Responsibilities

• Support the Experience Manager with the day-to-day operation of Reception
• Act as a key point of support for the Experience Team during shifts
• Step up to provide on-shift guidance when the Experience Manager is unavailable
• Make appropriate decisions within the remit of the role and escalate more significant matters when required
• Ensure service, operational and presentation standards are maintained consistently
• Work alongside the team to deliver a warm, efficient and professional service
• Support team members during busy or challenging periods
• Promote a positive, inclusive and supportive working environment
• Complete and oversee Reception tasks, checklists and administrative duties
• Ensure Reception areas remain clean, organised and well presented
• Support the accurate handling of bookings, arrivals, departures and Guest accounts
• Ensure payments, pre-authorisations and till processes are completed correctly
• Promote the correct use of systems and compliance with data-handling requirements
• Respond to Guest and Owner queries promptly and professionally
• Support the resolution of complaints and ensure agreed actions are followed through
• Record and escalate Guest issues where appropriate
• Promote accommodation options, resort facilities, products and local attractions
• Encourage the team to identify appropriate sales and upselling opportunities
• Maintain clear and effective handovers between shifts
• Communicate professionally with Accommodation, Security and wider resort teams
• Support a seamless Guest experience by working collaboratively across departments
• Follow and promote company procedures relating to safeguarding, data protection and health and safety
• Demonstrate Unity Holidays’ values of Growth, Passion and Togetherness in every interaction

Hours of Work

This role operates on a rota in line with the needs of the resort.

You will need to be flexible and available to work a range of shifts, including weekends, evenings and bank holidays, particularly during peak trading periods.

What We Offer

• A supportive team environment in a busy and exciting resort
• 25% off Food & Drink for you, your friends and family, and 50% when on shift
• Team recognition schemes, including our monthly and annual Unity Champion awards
• Holiday discounts across all Unity Holidays parks
• Free use of leisure facilities such as our pools and gym
• Employee Assistance Programme providing support with financial, health and legal matters
• Opportunities for career progression within a fresh and growing company
• Internal and external training and development opportunities
• Access to Stream, our financial wellbeing platform, including UK-wide discounts and access to earned wages

About Unity Holidays

Unity Holidays is committed to creating unforgettable experiences for our Owners and Guests, driven by a passionate team who work together to deliver excellence every day.