At a Glance
- Tasks: Lead a team to ensure exceptional guest experiences and seamless booking journeys.
- Company: Join Hiddenwell, an award-winning spa and hotel group dedicated to memorable guest interactions.
- Benefits: Enjoy a competitive salary, spa perks, discounts, and a supportive work environment.
- Other info: Full-time role with excellent training and career development opportunities.
- Why this job: Make a real impact by creating positive moments for guests in a vibrant team.
- Qualifications: Experience in hospitality leadership and a passion for guest service are essential.
The predicted salary is between 31500 - 38500 £ 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.
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
- High guest satisfaction and minimal complaints
- Strong QA scores and booking accuracy
- Consistent SLA & PCA adherence
- Smooth, error-free operational delivery
- 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
- 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 Hiddenwell values of warmth, individuality, positivity, and excellence
- Full-Time position, working 5 out of 7 days per week
- 3 week rolling rota - 1 in 3 weekends
- 40 hours per week
- Salary 32,000.00
- 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
- 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 Team Leader - Moreton-in-marsh in Moreton in Marsh employer: Hiddenwell
At Hoar Cross Hall, we pride ourselves on creating a warm and welcoming environment where our team members are valued and supported. As a Retail Assistant, you'll enjoy a range of benefits including complimentary spa days, discounts across our venues, and access to excellent training programmes, all while working in a stunning historic estate that prioritises luxury and high standards in hospitality. Join us for a rewarding career where your passion for retail and customer service can truly shine.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience Team Leader - Moreton-in-marsh in Moreton in Marsh
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Hiddenwell. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Hiddenwell
Don't be shy about reaching out to Hiddenwell directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Guest Experience Team Leader - Moreton-in-marsh in Moreton in Marsh
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Hiddenwell and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Hiddenwell
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
