Description Summary of Role PurposeThe Guest Services Shift Manager will be responsible for ensuring the Guest Services Team deliver an exceptional guest experience to all guests visiting the resort. The Guest Services Team are the main point of contact for any questions, issues or concerns experienced by guests during their break. This can range from questions about accommodation and activities, complaints, accessibility requests and more. You will also liaise very closely with the wider Guest Services and Accommodation Team to manage any issues proactively that arise to ensure we can try and improve the experience for the guest. Key Responsibilities We are looking for a candidate responsible for resolving guest issues, ensuring high guest satisfaction as measured by Net Promoter Score (NPS), and fostering a positive team environment reflected in the Employee Net Promoter Score (ENPS). Additionally, this role will handle the resolution of clean and fault-free (CAFF)-related matters and oversee compensation management to ensure fair and timely outcomes. About You As the Guest Services Shift Manager, your responsibility includes overseeing Guest Service during your shift and ensuring seamless daily operations through prompt and effective resolution of guest inquiries, issues, and complaints. The role entails documenting and prioritising tasks in collaboration with the facilities and accommodation teams, fostering a positive and proactive approach to problem-solving based