Job Description
Guest Experience Specialist
* Job Type: Full-time
* Location: Moreton-In-Marsh
* Salary: £26,353
Join an award-winning hospitality group as a Guest Experience Specialist. In this role, you will be the friendly voice and helpful hand behind our communications, ensuring every interaction reflects the companies' high standards and values.
Day-to-day of the role:
* Deliver exceptional service through phone, email, and live chat.
* Manage guest queries regarding bookings, spa treatments, dining, and more.
* Ensure all guest information is accurate, complete, and up to date.
* Process online and third-party bookings with precision.
* Log and escalate guest complaints appropriately and professionally.
* Maintain high service standards while meeting daily and monthly performance targets.
* Support internal bookings for staff, contractors, and issue resolution.
* Collaborate with colleagues across Guest Experience and Reservations teams.
Required Skills & Qualifications:
* Excellent communication skills with a warm and professional manner.
* Experience in customer service or reservations, hospitality experience beneficial.
* Strong organisational skills and attention to detail.
* Ability to multitask and stay calm under pressure.
* Proactive problem-solver with a team-first attitude.
* Passionate about delivering great guest experiences.
Benefits:
* Monthly performance-based commission.
* Complimentary spa experience on work anniversaries.
* Free refreshments available on-site.
* Access to an Employee Assistance Programme.
* Discounts on overnight stays, spa days, food, drink, and retail.
* Pension scheme.
* Free parking.
* Refer-a-Friend scheme.
* Comprehensive induction and training.
* Online benefits and discounts.
* Access to online doctor support (appointments/prescriptions).
* A fun, supportive, and inclusive work environment with extensive development opportunities.