Guest Service Manager - Summer 2027

Job Introduction

GUEST SERVICE MANAGER

Location: Various Neilson Beach Clubs overseas
Season: April – November
Experience Required: Strong previous experience within overseas hotels, resorts, hospitality, guest relations or holiday operations
Eligibility: UK & EU passport holders
Salary: £1,100–£1,300 PCM gross, depending on resort, plus accommodation, meals, flights, and an excellent overall package.

As a UK-based business operating overseas, we’re able to arrange the required visas and work permits for UK and EU passport holders to work legally in our resorts.

As one of our management positions, priority will be given to candidates who are available for the full season.

In a Nutshell

• Be one of the key faces and personalities of a Neilson Beach Club.
• Take ownership of the guest journey, from that all-important first welcome to the final goodbye.
• Build relationships, gather feedback and step in quickly when something isn’t quite right.
• Take ownership of guest concerns and complaints, working towards positive and practical resolutions.
• Bring together personality, organisation and genuine hospitality experience in one of the most visible roles in resort.

About Us

For almost 50 years, Neilson has been creating unforgettable active holidays in some incredible Beach Club destinations.

From sailing and watersports to tennis, fitness, biking and much more, our guests are at the centre of everything we do.

We’re looking for enthusiastic, adaptable people with great personalities, a strong work ethic and a genuine passion for creating brilliant holiday experiences.

For this role, you’ll already need strong hospitality and guest-service experience behind you. But we’re still interested in the person as much as the CV – your judgement, resilience, empathy, personality and ability to connect with people are hugely important.

About You

You’re a natural people-person. Warm, confident, charismatic and engaging, you’re someone people tend to remember – and, more importantly, someone they trust.

You can walk into a room and comfortably start a conversation with anyone, take a microphone and engage a crowd, or sit down with a guest who has a genuine problem and give them your full attention.

You understand that great guest service isn’t about smiling when everything is going well. It’s about how you respond when it isn’t.

When a guest raises a concern or complaint, you listen properly, establish what has happened and take ownership of finding the best possible resolution. You’re comfortable having difficult conversations and know how important clear communication and follow-up are when something has gone wrong.

You’re resilient, empathetic and calm under pressure, with the judgement to know what you can resolve yourself and when something needs to be escalated.

You’ll have a strong understanding of hotel and resort operations within an overseas environment and appreciate how different departments combine to create the overall guest experience.

Behind the personality, you’re highly organised and capable of juggling guest relationships, complaints, airport logistics, events, communications and the hundred other things that can happen during a busy resort day.

Most importantly, you genuinely enjoy people.

Role Overview

As Guest Service Manager, you’ll be one of the most visible members of the resort team and a key part of what makes a Neilson holiday feel like a Neilson holiday.

Working closely with the General Manager and other resort departments, you’ll take ownership of the guest journey from arrival to departure, helping ensure every guest feels welcomed, valued and looked after throughout their stay.

A major part of your role will be handling guest feedback, concerns and complaints. You’ll investigate issues, work with the relevant resort teams to find practical solutions and follow things through to resolution rather than simply passing them on.

You’ll also work closely with our Guest Service team at Neilson Head Office in the UK, keeping them informed of significant issues, sharing relevant information and helping ensure guest cases are handled consistently and professionally both in resort and back home.

You’ll spend far more time out in resort than behind a desk – talking to guests, gathering feedback, spotting potential issues before they become bigger problems and making sure anything affecting the guest experience gets the right attention.

Airport transfers are another important part of the role. First and last impressions matter, and you’ll help coordinate arrivals and departures, manage changing logistics and make sure delays, lost bags or unexpected problems are handled calmly and professionally.

You’ll also help shape the social side of resort life, creating an inclusive atmosphere and hosting events that bring people together.

This is a big personality role – but personality alone isn’t enough. You’ll need excellent organisation, judgement, resilience and the ability to make things happen.

What You’ll Be Doing

• Take ownership of the overall guest experience from arrival through to departure.
• Be a highly visible, approachable and engaging presence throughout the resort.
• Build genuine relationships with guests and encourage open, honest feedback.
• Spot potential issues early and take action before small problems become big ones.
• Take ownership of guest concerns and complaints from initial conversation through to resolution.
• Listen carefully, investigate what has happened and identify practical and appropriate solutions.
• Handle difficult conversations professionally, calmly and empathetically.
• Follow up with guests to make sure agreed actions have been completed and concerns have been properly addressed.
• Work closely with relevant resort departments to resolve issues affecting the guest experience.
• Maintain regular communication with the UK Head Office Guest Service team regarding significant guest issues and complaints.
• Provide clear and accurate information to support the handling and resolution of guest cases.
• Work closely with the General Manager to continually improve the guest experience.
• Help ensure excellent service standards are delivered consistently across resort.
• Manage pre-arrival and post-departure guest communications where required.
• Coordinate guest airport transfers, arrivals and departures.
• Coordinate transfer teams, coach logistics, flight delays, lost baggage and other airport-related challenges.
• Make sure every arrival receives a brilliant Neilson welcome and every departure leaves on the right note.
• Create and coordinate a varied programme of social events and entertainment.
• Host guest briefings, coffee mornings, social events and resort gatherings.
• Confidently present to groups and use a microphone to engage and inform guests.
• Create an inclusive atmosphere that encourages guests of different ages and interests to get involved.
• Develop excellent knowledge of the resort, activities and local area.
• Support guests requiring medical assistance and liaise with relevant providers where necessary.
• Identify and report anything that could negatively affect the guest experience.
• Find practical solutions to operational challenges and support continuous improvement.
• Support the resort’s wider duty of care responsibilities.
• Work closely with other departments and support wider resort operations when required.
• Represent Neilson with energy, professionalism, warmth and enthusiasm.

Skills & Experience

You’ll be great at this if you…

• Have strong previous experience within overseas hotels, resorts, hospitality, guest relations or holiday operations.
• Have a strong understanding of how hotel operations work within an overseas resort environment.
• Have proven experience handling guest complaints, difficult situations and service recovery.
• Can take ownership of an issue, investigate what has happened and work towards a practical resolution.
• Understand the importance of clear communication, accurate information and proper follow-up when handling complaints.
• Have a proven track record of delivering exceptional customer experiences.
• Are naturally charismatic, engaging and confident around people.
• Are comfortable being highly visible and taking responsibility.
• Can confidently address a room, host an event and use a microphone.
• Have excellent verbal and written communication skills.
• Are highly organised and comfortable managing several priorities at once.
• Remain calm, empathetic and solution-focused when things don’t go to plan.
• Have the resilience to deal professionally with challenging situations and difficult conversations.
• Can read people and adapt your approach to different personalities and circumstances.
• Are proactive – you notice what needs doing rather than waiting to be asked.
• Can build effective working relationships across different resort departments without needing to directly manage them.
• Are energetic, adaptable and willing to get stuck into wider resort life.
• Have a strong work ethic and understand that great guest service is everyone’s responsibility.
• Have a good standard of spoken and written English.

It’d be a bonus if you also have…

• Previous experience as a Guest Relations Manager, Resort Host, Holiday Representative, Hotel Manager or similar.
• Previous experience working within an active holiday or activity-led resort environment.
• A good understanding of activity operations and how they contribute to the wider guest experience.
• Experience coordinating airport transfers and guest logistics.
• Experience planning or hosting entertainment, events or social programmes.
• Previous overseas or seasonal experience.
• Additional European language skills.

First Aid Requirements

A First Aid certificate is mandatory for the Guest Service Manager role.

At a minimum, this must be a one-day, in-person Emergency First Aid at Work course.

Your certificate must be in place by your start date and remain valid for the duration of your contract.

If you haven’t yet completed your First Aid qualification but are booked onto or planning to complete the required course before your start date, you can still apply – just provide the details and expected completion date within your application.

ONLINE-ONLY FIRST AID COURSES ARE NOT ACCEPTED

For further information about Neilson’s First Aid requirements, please click here: First Aid Guidance

What’s in it for you?

Joining Neilson is more than just a summer job. It’s an opportunity to challenge yourself, develop new skills, build confidence, experience incredible destinations, and become part of a close-knit team creating unforgettable holidays every day.

The experience, resilience, and people skills you’ll develop along the way will stay with you long after the season ends – wherever life takes you next.

Alongside the experience, you’ll get:

• A paid seasonal role in an incredible overseas destination.
• Your own room within staff accommodation, which may be within a shared apartment or staff block.
• Breakfast, lunch and dinner while on duty, so your meals are taken care of.
• Travel to and from resort, subject to staff travel policy.
• Use of selected resort facilities in your spare time, so you can enjoy the destination too.
• Friends and family holiday discounts, giving the people at home the chance to experience Neilson for themselves.
• Comprehensive training and ongoing support to help you settle in, develop your skills and make the most of your season.
• Opportunities to gain additional qualifications through the Neilson Academy.
• Career development opportunities through our Jump Up and Jump Higher programmes.
• Visa and work permit support where applicable.
• Role-specific uniform provided.
• One day off each week, plus accrued holiday.
• Emergency medical and dental insurance.
• 24/7 independent mental health support.

It’s a season that gives you more than a payslip – you’ll come home with new skills, new friends, incredible memories and an experience that stays with you long after you’ve left resort.

Please note: All Neilson Active employees are required to complete a DBS check as part of our safer recruitment process.