At a Glance
- 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!
- Other info: Full-time role with varied shifts; based at Head Office in Moreton-in-Marsh.
- 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.
The predicted salary is between 28800 - 43200 £ per year.
Location
Moreton-in-Marsh
About Us
At Hiddenwell, 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 Hiddenwell.
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
- An excellent communicator with a warm and professional manner
- Have 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 will vary between 4 and 6 days per week, depending on the rolling rota
- Shift Patterns: 0745-1615hrs / 0845-1715hrs / 0945-1825hrs
- Salary: £27,500.00 per annum
What We Offer
- Monthly performance based commission
- Competitive salary
- Complimentary Spa Day on work anniversaries at any of our company spas
- Coffee, tea and snacks from our kitchen
- Access to the Employee Assistance Program
- 30% discount on overnight stays and spa days
- Discounts on food, drink and retail across our venues
- Pension scheme
- Free Parking
- Refer-a-Friend scheme
- Excellent Induction and training programme
- Perkbox Online benefits and discounts
- On-line Doctor support (appointments/prescriptions)
- A fun, supportive and inclusive work environment with loads of development opportunities
Guest Experience Specialist employer: Barons Eden - Hotel and Spa Collection
At Barons Eden, we pride ourselves on being an exceptional employer, offering a vibrant work culture that values individuality and teamwork. As a Guest Experience Specialist, you'll enjoy competitive salaries, performance-based commissions, and unique perks like complimentary spa days and discounts across our venues. Our commitment to employee growth is evident through comprehensive training programmes and a supportive environment that encourages passion and positivity in every guest interaction.
Contact Details:
Barons Eden - Hotel and Spa Collection Recruitment 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.
