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- Tasks: Be the friendly voice for guests, handling enquiries via phone, email, and live chat.
- Company: Join Barons Eden, a collection of award-winning spa and hotel destinations focused on exceptional guest experiences.
- Benefits: Enjoy competitive salary, performance-based commission, free spa days, discounts, and more!
- Why this job: This role offers a chance to create memorable moments and be part of a passionate team.
- Qualifications: Strong communication skills and customer service experience are essential; hospitality experience is a plus.
- Other info: Full-time role with varied shifts; based at Head Office in Moreton-in-Marsh.
The predicted salary is between 28800 - 43200 ÂŁ per year.
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 ensure every guest interaction reflects the high standards and values of Barons Eden.
Key Responsibilities
- Deliver exceptional service through phone, email, and live chat communications.
- 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 escalation of guest complaints in a professional manner.
- Maintain high service standards while meeting daily and monthly performance targets.
- Support internal bookings for staff, contractors, and issue resolutions.
- Collaborate with colleagues across the Guest Experience and Central Reservations teams.
What We’re Looking For
- Effective communication with a warm and professional manner.
- Previous experience in a customer‑service or reservations environment (hospitality a plus).
- Excellent organisational skills and attention to detail.
- Ability to multitask and stay calm under pressure.
- Proactive, problem‑solving mindset with a team‑first attitude.
- 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.
- 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 programme.
- Pension scheme.
People say you can’t choose your family, well we choose you to be part of ours!
Skills
- Communication.
- Fluent in English.
- Customer Service.
- Organisation skills.
- Problem Solving.
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Guest Experience Specialist employer: Barons Eden - Hotel and Spa Collection
Contact Detail:
Barons Eden - Hotel and Spa Collection Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Experience Specialist
✨Tip Number 1
Familiarise yourself with Barons Eden's values and mission. Understanding their commitment to treating guests like family will help you align your communication style and approach during interviews, showcasing that you share their passion for exceptional guest experiences.
✨Tip Number 2
Highlight any previous experience in customer service or hospitality during your interactions. Be ready to share specific examples of how you've handled guest queries or complaints, as this will demonstrate your ability to thrive in a fast-paced environment while maintaining high service standards.
✨Tip Number 3
Prepare to discuss your organisational skills and attention to detail. Since the role involves managing bookings and ensuring accurate guest information, think of ways you've successfully managed multiple tasks or projects simultaneously in past roles.
✨Tip Number 4
Showcase your proactive problem-solving mindset by preparing scenarios where you've resolved issues effectively. This will illustrate your ability to stay calm under pressure and your commitment to delivering great guest experiences, which is crucial for the Guest Experience Specialist role.
We think you need these skills to ace Guest Experience Specialist
Some tips for your application 🫡
Understand the Company Culture: Familiarise yourself with Barons Eden's mission and values. Highlight how your personal values align with their commitment to exceptional guest experiences and teamwork in your application.
Tailor Your CV: Emphasise your customer service experience, particularly in hospitality or reservations. Use specific examples that demonstrate your communication skills and ability to handle guest queries effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for delivering great guest experiences. Mention any relevant experience and explain why you would be a great fit for the Guest Experience Specialist role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at Barons Eden - Hotel and Spa Collection
✨Show Your Passion for Guest Experience
Make sure to express your enthusiasm for creating memorable experiences for guests. Share specific examples from your past roles where you went above and beyond to ensure customer satisfaction.
✨Demonstrate Strong Communication Skills
As a Guest Experience Specialist, communication is key. Practice articulating your thoughts clearly and confidently. Be prepared to discuss how you've handled guest inquiries or complaints in the past.
✨Highlight Your Organisational Skills
Given the multitasking nature of the role, be ready to showcase your organisational abilities. Discuss any tools or methods you use to keep track of tasks and ensure accuracy in bookings and guest information.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Think of scenarios where you had to resolve a guest issue or manage a difficult situation, and explain how you approached it while maintaining high service standards.
