Company: Donnini Apartments
Location: Ayr, South Ayrshire
About Us:
Donnini is a national award-winning provider of serviced accommodation, operating over 65 short-term lets and a 12-bedroom hotel in Ayr. We are passionate about delivering exceptional guest experiences while upholding our core values: Teamwork, Trust, Integrity, Ownership, Consistency, and Continuous Improvement. At Donnini, we don't just fill roles - we grow careers, championing internal promotions and supporting professional development every step of the way.
The Role
We're on the lookout for a Guest Experience Specialist who thrives on delivering top-tier service and loves turning every guest interaction into a memorable moment. Based in our new office in Ayr, you'll guide guests through the entire journey - from their initial booking to the moment they leave with a smile - making sure every detail exceeds expectations.
As the first point of contact for our guests, you'll handle inquiries, resolve concerns, and be a friendly knowledgeable face (and voice) for Donnini. You'll also collaborate with our Guest Experience Supervisor to continually improve processes, helping us stay ahead in delivering exceptional service.
Key Responsibilities
* Call Handling:
Answering phone calls, directing callers to the appropriate team member when required, and handling inquiries effectively.
* Guest Relations:
Coordinating proactive and reactive guest interactions, addressing queries, concerns, and complaints.
* Guest Review Engagement:
Encouraging and responding to guest reviews, highlighting actionable points for relevant departments.
* Team Coordination:
Liaising with relevant team members to ensure guest needs are fully met.
* Inbound Sales Support:
Providing coverage for inbound sales inquiries.
Identifying upsell and cross-sell opportunities, passing sales leads to the sales department.
Essential Requirements:
* At least 1+ years' experience in a related role, such as Customer Service Advisor, Receptionist or other relevant position.
* Excellent verbal and written communication skills.
* Professional phone etiquette.
* Must demonstrate empathy and understanding when addressing guest concerns.
* Exceptional organisational skills with attention to detail.
* Excellent problem-solving skills and a can-do attitude.
Benefits:
* Permanent full-time position.
* Competitive salary based on experience.
* Company pension and health & wellbeing programme.
* On-site parking, company events.
Salary:
* Salary based depending on experience.
Location:
Must be able to reliably commute or plan to relocate before starting work.
Schedule:
* 40 Hours Per Week
* This is a permanent full-time role working 9 hour shifts (inclusive of a 1 hour rest break), 5 days out of 7, on a variety of shifts including weekends, the earliest start time being 8am and the latest time being 6pm
Ability to commute/relocate:
* Ayr: reliably commute or plan to relocate before starting work (required)
Experience:
* Customer service: 1 year (required)
* Guest relations: 1 year (preferred)
* Administrative: 1 year (preferred)
Licence/Certification:
* Driving Licence (preferred)
Work Location: In person
Job Types: Full-time, Permanent
Benefits:
* Company pension
* On-site parking
Work Location: In person