Holiday Guest Experience Manager

Type of contract: Permanent

About Us

Crealy Theme Park & Resort is the South West’s largest family theme park attraction and is home to over 60 rides, attractions and live shows and zoo. Set in over 100 acres of countryside the business also consists of a luxury lodges and camping resort that includes uniquely themed glamping accommodation.

At Crealy, you will enjoy the challenges of working in an invigorating, fun environment, while interacting with a very diverse group of interesting people. You'll make friends, enjoy great benefits and perks, and be surrounded by mouth-watering food, entertainment, games and rides. 

About the Role

We are recruiting for an brand new role to add to our Crealy Family.

The Holiday Guest Experience Manager is responsible for delivering the very best guest holiday experience. You will embrace and demonstrate our ‘PRIDE’ service standards. With our holiday guests at the heart of everything we do, you will be required to work closely with other Departmental Managers to ensure that the best possible product is delivered at all times to all guests.

“Consistently providing an exceptional holiday experience for all our guests from the moment they arrive and at all times during their stay with us”

Location:                             Crealy Meadows

Reporting to:                     Resort General Manager

Responsible for:              Reception Team, Resort Wardens, and Facility Teams

Core responsibilities

  • Manage, lead and develop a team of up to 12 team members during the peak period
  • Manage labour and other fixed costs as per agreed budgets
  • Maintain a high standard of cleanliness and order to all guest accessible areas
  • Analyse customer feedback from online reviews and suggest ways to improve ratings
  • Monitor bookings daily and ensure assigned pitches and accommodation units prior to check-in
  • Actively promote all events, activities and other company offers and incentives
  • Ensure all channels of guest communication are correct and current
  • Provide a friendly welcome check-in experience to all arriving guests
  • To deal with any guest issues, comments or complaints and respond & resolve accordingly
  • To ensure all health and safety procedures are being correctly followed
  • Maintain a good understanding and close working relationship with the other Resort Managers
  • Work closely with the Sales & Business Development Manager to grow repeat bookings, encouraging guest to book their next holiday before leaving and to make sure we deliver an exceptional service and experience to all our guests
  • Encourage guest feedback and work towards achieving the required review targets

About You

You will be expected to:

  • Provide continual coaching and development to your team members
  • Plan ahead and organise rotas and shift patterns
  • Make efficient use of resources available
  • Provide a high standard of customer care
  • Make decisions and solve problems
  • Lead by example and uphold the company PRIDE values
  • Communicate in a clear, calm and professional manner
  • To meet and exceed sales and service targets monthly
  • Be flexible in approach to duties, working time and location
  • Work under pressure and meet deadlines whilst managing multiple tasks
  • Recognise and celebrate great performances whilst promptly addressing any product delivery which is below standard before it affects the guest experience


The responsibilities connected to this role are not an exhaustive list and may be added to ensuring that any objectives, targets or requirements set are achieved. 


  • Excellent salary, paid every 2 weeks
  • 30 days annual leave
  • Regular reward and incentive schemes
  • Company pension scheme
  • 25% employee discount on all park purchases
  • FREE Friends & Family Annual Passes* T&C's apply
  • Tickets for days out at Devon’s top attractions
  • Fantastic social calendar & events

Personal Details

Educational, Technical & Professional Qualifications

Employment History Information


It is company policy to obtain two satisfactory references with one being from your current or last employer or if you have recently finished studying, form a Tutor or Head Teacher. Other references should be from someone who has known your for at least two years and cannot be a family member. References will only be taken up with your permission. All offers of employment are subject to satisfactory references being received.

Reference (current or last employer)

Other Personal Details

Because of the nature of the employment, all convictions, including those deemed as spent under the Rehabilitation of offenders Act 1974, need to be disclosed. Ex-Offenders will considered on an individual basis. Having a criminal record will not automatically be a bar to obtaining employment. Crealy is an equal opportunities employer.

What is DBS?

The Disclosure and Barring Service (DBS) helps employers make safer recruitment decisions and prevent unsuitable people from working with vulnerable groups, including children. It replaces the Criminal Records Bureau (CRB) and Independent Safeguarding Authority (ISA).

General Health Issues

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My signature confirms that all the information given on this application form is true and complete. I understand that any falsification or deliberate omissions may disqualify my application or lead to my dismissal. I confirm that I am entitled to work in the UK & Ireland and can provide original documentation to confirm this. I understand that my employment is subject to references that are satisfactory to Crealy Great Adventure Park.

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This Job Role expires on 2019-11-01