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: Competitive salary, spa perks, discounts, and a supportive work environment.
- Other info: Full-time role with excellent training and career growth 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 guest 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
Guest Experience Team Leader - Central Reservations employer: Barons Eden - Reservations
At Barons Eden, we pride ourselves on being an exceptional employer, offering a vibrant and supportive work culture in the picturesque Moreton-in-Marsh. Our commitment to employee growth is reflected in our comprehensive training programmes and development opportunities, alongside competitive benefits such as complimentary spa days and discounts across our venues. Join us to be part of a close-knit team that values individuality, passion, and operational excellence, all while creating memorable experiences for our guests.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience Team Leader - Central Reservations
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see how they interact with guests and what values they promote. This will help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about guest experience, being able to articulate your thoughts clearly and confidently is key. Try role-playing common scenarios with a friend or family member to get comfortable.
✨Tip Number 3
Showcase your leadership style during interviews. Be ready to share examples of how you've motivated teams in the past and how you handle challenges. This will demonstrate your ability to lead the Reservations Agents effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Guest Experience Team Leader - Central Reservations
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for guest experiences shine through! We want to see how much you care about creating memorable moments for guests, so share any relevant experiences that highlight your passion.
Be Detail-Oriented:As a Guest Experience Team Leader, attention to detail is key. Make sure your application is free from typos and errors. Double-check your booking accuracy examples and ensure they align with 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. Show us how you fit into our team and culture at Barons Eden.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Barons Eden - Reservations
✨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 Leader, 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, resolved conflicts, or improved service quality. 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 strategies you've used to maintain high standards in previous roles, such as conducting quality assurance reviews or implementing process improvements.
✨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 turned a negative guest experience into a positive one. Use the STAR method (Situation, Task, Action, Result) to structure your responses and demonstrate your capability in real-life situations.
