Guest Services & Customer Experience Coordinator - Thatcham, Newbury Location: RG18 3AP Pay: £15.00 per hour Hours: 16 hours per week About Us We are a growing, family-run leisure and entertainment business with multiple sites across the UK. At the heart of everything we do is creating exceptional experiences for our guests, building strong local communities, and delivering moments people genuinely remember. As we continue to expand, we are looking for a warm, organised, and proactive individual to join our Head Office team in a beautiful countryside office setting. The Role This is a key role within our business, sitting at the centre of our guest experience. You will take ownership of our Guest Services function, ensuring every interaction reflects our brand — professional, friendly, and solutions-focused. From managing online reviews to supporting guest enquiries and coordinating community initiatives, you will play a vital role in shaping how our guests feel about us. Key Responsibilities Guest Experience & Reviews Respond to all Google reviews across our sites Maintain a consistent, engaging, and on-brand tone of voice Subtly promote key offers, events, and experiences Escalate and manage any negative feedback appropriately Guest Services & Enquiries Manage guest enquiries via email and online platforms Handle complaints with empathy, professionalism, and efficiency Ensure all issues are resolved promptly and to a high standard Liaise with site teams where needed Bookings & Revenue Support Assist with larger bookings and group enquiries Issue payment links and confirm bookings Identify opportunities to enhance and upsell guest experiences Community & Charity Engagement Manage requests for charity donations and local sponsorships Coordinate and distribute vouchers Maintain accurate records of all community engagement General Administration Support the Head Office team with day-to-day admin Keep systems and records organised and up to date Assist with ad-hoc projects as the business grows About You We’re looking for someone who naturally enjoys helping people and takes pride in doing things properly: A confident communicator Friendly, approachable, and solutions-driven Highly organised with strong attention to detail Calm and professional when handling complaints Comfortable working independently and taking ownership Confident using email systems, Google tools, and basic admin platforms What We Offer £15.00 per hour Flexible part-time hours (16 hours per week) A supportive, friendly, and down-to-earth team Lovely office surroundings in a countryside setting A varied and engaging role where no two days are the same The opportunity to grow with a fast-expanding business To Apply Please send your CV along with a short covering note explaining why you would be a great fit for this role.