At a Glance
- Tasks: Lead a team to ensure exceptional guest experiences and seamless booking journeys.
- Company: Join Barons Eden, a collection of award-winning spa and hotel destinations.
- Benefits: Enjoy a competitive salary, spa perks, discounts, and a supportive work environment.
- Other info: Full-time role with flexible hours and great career development opportunities.
- Why this job: Make a real impact on guest satisfaction while developing your leadership skills.
- Qualifications: Experience in hospitality leadership and a passion for exceptional service.
The predicted salary is between 32000 - 32000 £ per year.
Location: Moreton-in-Marsh
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
We are looking for a detail-oriented and guest-focused Guest Experience Team Leader to lead a team of Reservations Agents, ensuring a seamless, accurate, and high-quality booking journey for every guest. In this role, you will take ownership of service quality, operational excellence, and guest satisfaction, ensuring all interactions and bookings meet the highest standards.
Key Responsibilities
- Owning Guest Experience & Quality
- Ensuring a consistently high standard of guest interaction across all channels
- Monitoring and improving booking accuracy and attention to detail
- Driving quality assurance standards across calls, emails, and bookings
- Ensuring all reservations align with company policies and standards
- Leading & Managing Your Team
- Directing line management of a team of Reservations Agents (5–7)
- Setting clear expectations around service quality and accuracy
- Conducting regular 1:1s focused on development and performance
- Managing conduct, attendance, and day-to-day people matters
- Fostering a calm, professional, and guest-focused team culture
- Quality Assurance & Coaching
- Conducting regular QA reviews (calls, emails, bookings)
- Providing structured feedback to improve service and accuracy
- Coaching agents on communication, attention to detail, and problem-solving
- Supporting onboarding and training of new team members
- Operational Excellence
- Overseeing daily workflow to ensure efficient handling of bookings and enquiries
- Ensuring SLA adherence (response times, confirmations, follow-ups)
- Maintaining high levels of data accuracy and system compliance
- Acting as first point of escalation for guest issues and complaints
- Continuous Improvement
- Identifying process gaps impacting guest experience
- Recommending and implementing improvements to workflows and systems
- Providing feedback on recurring issues and service challenges
What Success Looks Like
- High guest satisfaction and minimal complaints
- Strong QA scores and booking accuracy
- Consistent SLA & PCA adherence
- Smooth, error-free operational delivery
Required Skills & Experience
- Have previous experience in a reservations, guest services, contact centre, or hospitality leadership role
- Have proven experience leading, motivating, and developing a customer-facing team
- Have an excellent understanding of delivering exceptional guest service across phone, email, and digital channels
- Have excellent attention to detail with a strong focus on booking accuracy and operational compliance
- Have experience conducting quality assurance reviews and providing constructive coaching and feedback
- Be confident handling guest escalations and resolving complaints professionally and efficiently
- Have excellent organisational and time management skills with the ability to prioritise in a fast-paced environment
- Have the ability to manage team performance, attendance, and day-to-day operational challenges
- Have experience working with reservation systems, CRM platforms, and Microsoft Office applications
- Have excellent written and verbal communication skills with a professional and empathetic approach
- Have the ability to analyse workflows, identify process improvements, and implement operational efficiencies
- Have understanding of SLA management, response time monitoring, and service delivery standards
- Have hospitality, spa, hotel, or luxury guest experience background desirable
Personal Attributes
- Be passionate about delivering exceptional guest experiences and creating memorable interactions
- Be calm, professional, and approachable under pressure
- Be positive and supportive leadership style with the ability to inspire confidence within the team
- Be highly detail-oriented with a strong commitment to quality and accuracy
- Be proactive and solution-focused mindset
- Be empathetic and emotionally intelligent when handling guest and team concerns
- Be resilient and adaptable in a fast-paced operational environment
- Have an excellent sense of accountability and ownership
- Be collaborative team player who fosters a positive and inclusive culture
- Be enthusiastic, motivated, and eager to continuously improve standards and performance
- Be a confident decision-maker with the ability to balance guest satisfaction and business needs
- Be aligned with Barons Eden values of warmth, individuality, positivity, and excellence
Additional Information
- Full-Time position, working 5 out of 7 days per week
- 3 week rolling rota - 1 in 3 weekends
- 40 hours per week
- £32,000.00
Benefits
- 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
Skills
- Leadership
- Exceptional Guest Services
- Excellent Communication
Guest Experience Team Lead – Reservations & QA employer: Barons Eden - Hotel and Spa Collection
At Barons Eden, we pride ourselves on being an exceptional employer, offering a vibrant and inclusive work culture that values individuality and operational excellence. Located in the picturesque Moreton-in-Marsh, our team enjoys competitive salaries, generous benefits including complimentary spa days, and a strong focus on employee development through structured training programmes. Join us to lead a passionate team dedicated to creating memorable guest experiences in a supportive environment that champions positivity and growth.
Contact Details:
Barons Eden - Hotel and Spa Collection Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience Team Lead – Reservations & QA
✨Tip Number 1
Get to know the company inside out! Research Barons Eden, their values, and what makes them tick. This way, when you chat with them, you can show off your knowledge and passion for delivering exceptional guest experiences.
✨Tip Number 2
Practice your communication skills! Since this role is all about leading a team and ensuring top-notch guest interactions, being able to articulate your thoughts clearly and confidently will set you apart during interviews.
✨Tip Number 3
Showcase your leadership style! Think of examples where you've motivated a team or improved service quality. Sharing these stories will help demonstrate that you're the perfect fit for leading the Reservations Agents at Barons Eden.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our awesome team at Barons Eden.
We think you need these skills to ace Guest Experience Team Lead – Reservations & QA
Some tips for your application 🫡
Show Your Passion:Let us see your enthusiasm for delivering exceptional guest experiences right from the start. Use your application to share specific examples of how you've gone above and beyond in previous roles to create memorable moments for guests.
Be Detail-Oriented:Since attention to detail is key in this role, make sure your application is free from typos and errors. Highlight your experience with booking accuracy and operational compliance to show us you’re the right fit for maintaining our high standards.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the skills and experiences mentioned in the job description. This shows us that you’ve done your homework and are genuinely interested in the position.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and allows us to see your interest in joining our close-knit team at Barons Eden!
How to prepare for a job interview at Barons Eden - Hotel and Spa Collection
✨Know the Company Inside Out
Before your interview, take some time to research Barons Eden and its values. Understand their commitment to exceptional guest experiences and how they treat every guest like family. This will help you align your answers with their mission and show that you're genuinely interested in being part of their team.
✨Showcase Your Leadership Skills
As a Guest Experience Team Lead, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples from your past experiences where you've successfully managed a team, improved service quality, or resolved conflicts. Highlight your coaching style and how you foster a positive team culture.
✨Emphasise Attention to Detail
Given the focus on booking accuracy and operational compliance, be ready to discuss how you ensure attention to detail in your work. Share specific instances where your meticulousness led to improved guest satisfaction or operational efficiency. This will show that you understand the importance of quality assurance.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle guest escalations. Think of scenarios where you've had to deal with difficult situations and how you resolved them. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
