Guest Experience Manager

Permanent contract

• Earn up to £34,553 (pro-rata) per annum
• Joining PGL's newest centre - due to open to guests for the first time early March 2027

Made by adventure PGL is shaping the next generation through extraordinary residential adventures. Our award-winning programmes help children discover the fun of being outdoors, promote wellbeing, develop character, and build real-world skills for life. Will you join the adventure?

We’re part of something bigger. We’re proud to be part of PGL Beyond, a network of educational travel brands which empowers young people to explore, grow and thrive – through exceptional experiences that go beyond the classroom. Together, we’re making a difference.

Make a difference as a Guest Experience Manager. In this exciting role you will lead our activity & guest care teams to provide our customers a magical & memorable PGL experience from the moment they arrive, through to waving them goodbye… leaving them counting down the days until their next visit!

This position is actively involved on site, ensuring the happiness of our guests, overseeing our activities and ensuring our team is always providing an enjoyable and safe experience. This will be achieved through instilling a fun, friendly & supportive environment, and working in partnership with the on-site People & Culture team to ensure PGL is an incredible place to work, and to visit!

You’ll be leading our Guest Experience Team, including line management, supporting welfare and wellbeing, and identifying and facilitating career development & training opportunities. You’ll work collaboratively with the Lead Activity Specialist and Lead Activity Technician to ensure compliance with our standards across the centre.

You’ll also be comfortable working with data, able to analyse complex rotas, workforce planning, holidays and performance statistics relating to the team. You’ll be required to gather and analyse customer feedback, & implement innovations to keep PGL growing & improving for the future.

Is this you? A proven leader of people with superb organisational abilities and guest-centric approach. An approachable and effective communicator, able to develop successful working relationships with a variety of people and teams. Enjoys problem solving and thrives when faced with a variety of challenges & deadlines. Previous line management experience within guest care/activity delivery & able to coach/train/mentor teams. Ideally hold a Level 3 or above in Leadership, Management, Education & Training qualification and a recognised First Aid qualification, though training can be provided.

Above all, it’s our core values of FUN, SAFETY, QUALITY, INCLUSIVITY, TEAMWORK and RESPECT that unite us.

A place to thrive. No matter your background, ethnicity, age, neurodivergence or anything else … PGL is a place to be yourself, have fun, use your valuable skills for good and celebrate what makes you brilliantly unique.

Fair pay and benefits for all. On top of your 25 days annual leave (+ 8 bank holidays), you’ll also enjoy your birthday off, have paid volunteering days to help worthwhile causes and the option to purchase additional holiday.

A career with ongoing growth, aided development, mentoring, multiple pathways and opportunities to work across different UK or French locations.

24/7 access to our Wellbeing Hub alongside our Employee Assistance Program. Sector leading family friendly policies and a contributory pension. Access to our financial wellbeing platform where you can borrow or save directly from your salary.

Free/discounted PGL breaks for your family & discounts at 800+ retailers.

For a full Job Description and Personal Specification please click here

For any enquiries specific to this role please email katy.morgan@pgl.co.uk

We hire the best talent and value a diverse, inclusive team; so, we are dedicated to ensuring our application process is accessible to everyone and are happy to provide helpful adjustments to make it easier to complete. Simply email or call us with detail around the adjustments you need. However, our top priority is the safety of the guests on our centres. Therefore, all centre based employees and some specific Head Office employees must undergo an Enhanced criminal record check (known as DBS or PVG), which we pay for. You will need to provide a 5-year address history and ID (such as passport/birth certificate). Convictions related to violence, drugs, or safeguarding may affect your application. Not all convictions will disqualify you, as we assess each case individually.