Guest Experience Specialist

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.