At a Glance
- Tasks: Be the friendly voice for guests, handling inquiries and ensuring exceptional experiences.
- Company: Join Hiddenwell, a top-rated spa and hotel group focused on memorable guest moments.
- Benefits: Enjoy a competitive salary, performance bonuses, discounts, and a supportive work environment.
- Other info: Full-time role with flexible shifts and excellent career development opportunities.
- Why this job: Make a real difference in guests' lives while working in a fun, inclusive team.
- Qualifications: Great communication skills and experience in customer service or hospitality preferred.
The predicted salary is between 30000 - 32700 £ per year.
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.
As a Guest Experience Specialist, you’ll be the friendly voice and helpful hand behind our guest communications. Handling inquiries 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
- 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
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: 0745‑1615 hrs / 0845‑1715 hrs / 0945‑1825 hrs
- Salary: £27,500.00 per annum
What We Offer
- Monthly performance‑based commission
- 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
- Free Parking
- Excellent Induction and training programme
- Perkbox Online benefits and discounts
- Online Doctor support (appointments/prescriptions)
- A fun, supportive and inclusive work environment with loads of development opportunities
People say you can’t choose your family, well we choose you to be part of ours!
Guest Experience Specialist employer: Hiddenwell Central Services
At Hiddenwell, we pride ourselves on being an exceptional employer, offering a vibrant and inclusive work culture that values individuality and teamwork. As a Guest Experience Specialist, you'll enjoy a range of benefits including performance-based commissions, complimentary spa days, and discounts across our venues, all while working in a supportive environment that fosters personal and professional growth. Join us in creating memorable experiences for our guests and be part of a close-knit family dedicated to operational excellence and positivity.
Contact Details:
Hiddenwell Central Services Recruitment Team
