Caravans Accommodation Manager

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Caravans Accommodation Manager

Department: Caravans

Employment Type: Permanent - Full Time

Location: Skegness

Description

The Caravans Accommodation Manager - Butlin's Skegness Caravan Village is responsible for the smooth, day-to-day delivery of all cleaning and accommodation standards across static caravans, lodges and associated public areas within the Caravan Village at Skegness. This includes hire fleet, sublet units and owner accommodation where cleaning services are provided.

KPIs

• Delivery of CAFF across all static caravans and lodges in Skegness Caravan Village
• Effective management of Caravan Village accommodation payroll and resource requirements
• Guest NPS for Skegness Caravan Village accommodation
• Owner satisfaction / feedback scores for Skegness Caravan Village owners
• Improving eNPS within the Caravan Village Accommodation & Cleaning team
• Contribution to P&L performance for the Skegness Caravan Village accommodation operation
• Delivery of RPRPRT and any other relevant Butlin's operational standards

General Duties & Key Accountabilities

Operational Delivery
-Accountable for the delivery of all Skegness Caravan Village accommodation cleaning (static caravans, lodges, hire fleet and sublet units) plus any agreed public areas within the village.
- Accountable for delivery of CAFF in every unit prior to guest or owner arrival, including late arrivals and early arrivals where operationally required.
- Ensure the accommodation product (inside and out) consistently reflects Butlin's brand standards, including presentation of decking, steps, external areas and key approach routes within Skegness Caravan Village.

Planning & Resource Management
- Chair or actively contribute to weekly Caravan Village accommodation figures / planning meetings alongside the Accommodation Productivity Manager to allocate resource effectively for intake/changeover days at Skegness.
- Adhere to CAFF model ratios by ensuring the correct levels of trained team are rostered by area and shift pattern, aligned to Skegness trading patterns, owner arrivals and event calendars.
- Work closely with Recruitment and People teams to ensure a healthy pipeline of seasonal and permanent accommodation team members for Skegness Caravan Village.

Training & Standards
- Manage effective and efficient training of all Caravan Village accommodation and support team (Accommodation, TM+, Resort Support etc.) to ensure they are fully trained in CAFF and follow the buddy process, minimising disruption to operational intake days at Skegness.
- Highlight opportunities to improve guest and owner experience, improve adherence to CAFF, maximise ratios and drive operational efficiencies specific to caravan and lodge operations at Skegness.
- Oversee compliance to Mobaro (or equivalent) checklists and manage performance of Cleaning Managers and Shift Leaders to ensure standards are consistently achieved across all Skegness Caravan Village areas.

Guest & Owner Experience
- Promote a problem-solving attitude to deal with guest and owner comments in a positive, timely and professional manner, taking appropriate action and following up to protect the Butlin's Skegness brand.
- Work collaboratively with the Owner & Guest Experience Manager and team to understand guest and owner issues, support problem resolution and reduce repeat complaints for Skegness Caravan Village.
- Regularly review TI/NPS and relevant feedback for Skegness Caravan Village accommodation to understand issues and trends, creating action plans to reduce problems and elevate the experience (e.g. feedback on cleanliness, presentation, arrival experience, access to Pig & Whistle and main resort). Maintenance & Facilities Collaboration
- Work collaboratively with the Facilities/Maintenance team and Accommodation Productivity Manager to plan and complete room/unit maintenance, ensuring CAFF standards are achieved and maintained across Skegness Caravan Village. - Support allocation and planning for large-scale events or groups using Skegness Caravan Village, attending meetings with external partners and C&E teams to understand accommodation requirements.

People Leadership & Engagement
- Accountable for people management of the Skegness Caravan Village Accommodation & Cleaning department, from onboarding through the full employee life cycle (PDPs, performance management, required training, formal HR processes).
- Set clear goals and PDPs for direct reports, providing regular feedback, coaching and a clear succession plan within the team. - Support delivery of team survey commitment plans and work with the People team to identify opportunities to drive engagement, retention and performance within the Skegness Caravan Village team.
- Monitor engagement levels proactively, recognising and rewarding great performance and addressing concerns quickly and fairly. Health, Safety & Compliance
- Ensure H&S compliance for all Skegness Caravan Village Accommodation & Cleaning team members and areas, including safe use of chemicals, equipment and vehicles where applicable.
- Drive compliance with all Butlin's policies, procedures and legal standards across cleaning, rostering, training and health & safety.

Key Knowledge/Experience & Qualification Requirements

- Excellent operational knowledge of cleaning practices and standards, ideally within static caravan/lodge or holiday park environments.
- Experience in leading large teams in fast-paced, highly seasonal environments such as holiday parks, caravan villages or large resorts.
- Proven ability to manage multiple priorities (intake days, reactive issues, maintenance access) and adapt quickly to changing requirements such as weather, last-minute bookings and operational challenges at Skegness.
- Experience of leading a mixture of permanent and temporary/seasonal team members to deliver excellent standards.
- Strong ability to lead, coach and motivate teams during periods of high demand and tight turnaround times.
- Excellent communication skills with the ability to flex style and communicate effectively with team members, leadership, owners and external partners.