Guest Services & Customer Experience Coordinator - Thatcham, Newbury
Location: RG18 3AP
Pay: £13.50 per hour
Hours: 16 hours per week
* Monday: 9:00am – 3:00pm
* Wednesday: 9:00am – 3:00pm
* Friday: 9:00am – 1:00pm
📈 Opportunity to grow hours as the business expands
About Us
We are a growing, family-run leisure and entertainment business operating multiple sites across the UK. Our focus is on delivering exceptional customer experiences, building strong local communities, and creating memorable moments for every guest who visits us.
As we continue to grow, we are looking for a proactive, organised, and guest-focused individual to join our Head Office team.
The Role
This is a key guest support role at the heart of our business. You will take ownership of our Guest Services function, ensuring all guest interactions are handled professionally, efficiently, and with care.
You will be responsible for managing online reputation, handling enquiries and complaints, supporting larger booking enquiries, and coordinating community donations.
Key Responsibilities
Google Reviews Management
* Respond to all Google reviews across 12 sites
* Maintain a consistent, professional, and on-brand tone of voice
* Highlight key offers, events, and experiences within responses
* Escalate any negative feedback where required
Guest Services & Enquiries
* Manage incoming guest enquiries via email and online channels
* Handle guest complaints with empathy, professionalism, and efficiency
* Ensure all issues are resolved promptly and to a high standard
* Work closely with site teams where necessary
Bookings & Revenue Support
* Assist with larger bookings and group enquiries
* Send out payment links and confirm bookings
* Support upselling opportunities where appropriate
Community & Charity Donations
* Manage requests for charity donations and local sponsorships
* Coordinate and send out vouchers
* Maintain a log of donations and community engagement
General Administration
* Support Head Office with general admin tasks
* Keep records organised and up to date
* Assist with ad-hoc projects as required
About You
We are looking for someone who is:
* Experienced in guest service or hospitality
* A confident communicator with excellent written English
* Friendly, approachable, and solutions-focused
* Highly organised with strong attention to detail
* Able to handle complaints calmly and professionally
* Comfortable working independently and taking ownership
* Tech-savvy (email systems, Google, basic admin tools)
What We Offer
* Competitive hourly rate of £13.50 per hour
* A supportive and friendly family-run business environment
* Opportunity to grow the role as the company expands
* A varied role where no two days are the same
* The chance to play a key part in shaping our customer experience
To Apply
Please send your CV along with a short covering note explaining why you would be a great fit for this role.