At a Glance
- Tasks: Be the friendly voice helping guests with bookings and inquiries via phone, email, and live chat.
- Company: Join Hiddenwell, an award-winning spa and hotel group dedicated to exceptional guest experiences.
- Benefits: Enjoy a competitive salary, monthly performance bonuses, and discounts on stays and spa days.
- Other info: Full-time role with great training and development opportunities in a close-knit team.
- Why this job: Make memorable moments for guests while working in a fun, supportive environment.
- Qualifications: Excellent communication skills and experience in customer service or hospitality preferred.
The predicted salary is between 27500 - 27500 £ per year.
Location: Central Services - Moreton-in-Marsh
Salary: £27,500 per annum
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
- 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
- A passion for delivering great guest experiences
Additional Information
- Full-time role: 40 hours per week
- Working 5 out of 7 days per week
- Shift Patterns: 0745-1615hrs, 0845-1715hrs, 0945-1815hrs
- Location: Based at Central Services - Moreton-in-Marsh
- Applicants must have the legal right to work in the UK at the time of application. Unfortunately, we are unable to offer visa sponsorship now or at any point in the future for this role.
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
People say you can’t choose your family, well we choose you to be part of ours!
Guest Experience Specialist employer: Hiddenwell - Head Office
Hiddenwell offers a dynamic work environment in Moreton-in-Marsh, where collaboration and operational excellence are at the forefront of our mission. As a Contact Centre Performance Lead, you will benefit from a competitive salary, opportunities for professional growth, and a culture that prioritises guest experience and teamwork. Join us to be part of a company that values your contributions and fosters a supportive atmosphere for all employees.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hiddenwell - Head Office. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hiddenwell - Head Office before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Guest Experience Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hiddenwell - Head Office:Your cover letter is your chance to shine! Tell us why you want to work at Hiddenwell - Head Office specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hiddenwell - Head Office!
How to prepare for a job interview at Hiddenwell - Head Office
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
