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
As a Guest Experience Specialist, you'll be the friendly voice and helpful hand behind our guest communications. Handling enquiries via phone, email, and live chat, you'll support guests with everything from booking confirmations and treatment schedules to dining arrangements and gift vouchers. You'll also work closely with internal teams to make sure every guest interaction reflects the high standards and values of Barons Eden.
Key Responsibilities
* Delivering exceptional service through phone, email, and live chat communications
* Managing guest queries regarding bookings, spa treatments, dining, and more
* Ensuring all guest information is accurate, complete, and up to date
* Processing online and third-party bookings with precision
* Logging and escalating guest complaints appropriately and professionally
* Maintaining high service standards while meeting daily and monthly performance targets
* Supporting internal bookings for staff, contractors, and issue resolutions
* Collaborating with colleagues across the Guest Experience and Central Reservations teams
What We're Looking For
* Be an effective communicator with a warm and professional manner
* Have previous experience in a customer service or reservations environment (hospitality a plus)
* Have excellent organisational skills and attention to detail
* Have the ability to multitask and stay calm under pressure
* Be proactive, problem-solving mindset with a team-first attitude
* Have a passion for delivering great guest experiences
Additional Information
* Full-time role: 40 hours per week
* Working Days: 5 out of 7
* Shift Patterns: 0745-1615hrs / 0845-1715hrs / 0945-1815hrs
* Location: Based at Head Office, Moreton-in-Marsh
* Plus: Monthly performance-based commission
What We Offer
* Competitive salary
* Monthly performance based commission
* Celebrate your work anniversaries with a Complimentary Spa Day at Hoar Cross Hall or Eden Hall
* Coffee and snacks from our kitchen
* Access to an Employee Assistance Program
* Free parking on-site
* Refer-a-Friend scheme
* Discounts on overnight stays and spa days for you and your guests
* Discounts on food, drink and retail across our venues
* Comprehensive induction and training program
* Pension scheme
People say you can’t choose your family, well we choose you to be part of ours!