Guest Experience Team Leader -
Central Reservations
Location: Moreton-in-Marsh
About Us
At Barons
Eden, we are a collection of award-winning spa and hotel destinations,
committed to delivering exceptional experiences. Our mission is to treat every
guest as a friend of the family, creating positive and memorable moments during
their stay. We value individuality, flair, and operational excellence,
fostering a close-knit team that champions passion and positivity.
About the Role
We are
looking for a detail-oriented and guest-focused Guest Experience Team Leader to
lead a team of Reservations Agents, ensuring a seamless, accurate, and
high-quality booking journey for every guest.
In this
role, you will take ownership of service quality, operational excellence, and
guest satisfaction, ensuring all interactions and bookings meet the highest
standards.
Key Responsibilities
Owning Guest Experience &
Quality
* Ensuring a consistently high standard of guest
interaction across all channels
* Monitoring and improving booking accuracy and
attention to detail
* Driving quality assurance standards across calls,
emails, and bookings
* Ensuring all reservations align with company
policies and standards
Leading & Managing Your
Team
* Directing line management of a team of Reservations
Agents (5–7)
* Setting clear expectations around service quality
and accuracy
* Conducting regular 1:1s focused on development and
performance
* Managing conduct, attendance, and day-to-day people
matters
* Fostering a calm, professional, and guest-focused
team culture
Quality Assurance &
Coaching
* Conducting regular QA reviews (calls, emails,
bookings)
* Providing structured feedback to improve service
and accuracy
* Coaching agents on communication, attention to
detail, and problem-solving
* Supporting onboarding and training of new team
members
Operational Excellence
* Overseeing daily workflow to ensure efficient
handling of bookings and enquiries
* Ensuring SLA adherence (response times,
confirmations, follow-ups)
* Maintaining high levels of data accuracy
and system compliance
* Acting as first point of escalation for guest
issues and complaints
Continuous Improvement
* Identifying process
gaps impacting guest experience
* Recommending and implementing improvements to
workflows and systems
* Providing feedback on recurring issues and service
challenges
What Success Looks Like
* High guest satisfaction
and minimal complaints
* Strong QA scores and
booking accuracy
* Consistent
SLA & PCA adherence
* Smooth,
error-free operational delivery
Required
Skills & Experience
* Have previous experience in a
reservations, guest services, contact centre, or hospitality leadership role
* Have proven experience leading,
motivating, and developing a customer-facing team
* Have an excellent understanding
of delivering exceptional guest service across phone, email, and digital
channels
* Have excellent attention to
detail with a strong focus on booking accuracy and operational compliance
* Have experience conducting
quality assurance reviews and providing constructive coaching and feedback
* Be confident handling guest
escalations and resolving complaints professionally and efficiently
* Have an excellent organisational
and time management skills with the ability to prioritise in a fast-paced
environment
* Have the ability to manage team
performance, attendance, and day-to-day operational challenges
* Have experience working with
reservation systems, CRM platforms, and Microsoft Office applications
* Have an excellent written and
verbal communication skills with a professional and empathetic approach
* Have the ability to analyse
workflows, identify process improvements, and implement operational
efficiencies
* Have understanding of SLA
management, response time monitoring, and service delivery standards
* Have hospitality, spa, hotel, or
luxury guest experience background desirable
Personal Attributes
* Be passionate about delivering
exceptional guest experiences and creating memorable interactions
* Be calm, professional, and
approachable under pressure
* Be positive and supportive
leadership style with the ability to inspire confidence within the team
* Be highly detail-oriented with a
strong commitment to quality and accuracy
* Be proactive and
solution-focused mindset
* Be empathetic and emotionally
intelligent when handling guest and team concerns
* Be resilient and adaptable in a
fast-paced operational environment
* Have an excellent sense of
accountability and ownership
* Be collaborative team player who
fosters a positive and inclusive culture
* Be enthusiastic, motivated, and
eager to continuously improve standards and performance
* Be a confident decision-maker
with the ability to balance guest satisfaction and business needs
* Be aligned with Barons Eden
values of warmth, individuality, positivity, and excellence
Additional
Information
* Full-Time position, working 5 out of 7 days per
week
* 3 week rolling rota - 1 in 3 weekends
* 40 hours per week
* £32,000.00
Benefits
* Competitive salary
* Complimentary Spa Day on work anniversaries at any
of our company spas
* Coffee, tea and snacks from our kitchen
* Access to the Employee Assistance Program
* 30% discount on overnight stays and spa days
* Discounts on food, drink and retail across our
venues
* Pension scheme
* Free Parking
* Refer-a-Friend scheme
* Excellent Induction and training programme
* Perkbox Online benefits and discounts
* On-line Doctor support (appointments/prescriptions)
* A fun, supportive and inclusive work environment
with loads of development opportunities