Customer Service Specialist

Guest Experience Specialist

• Job Type: Full-time

• Location: Moreton-In-Marsh

• Salary: £26,353

Join an award-winning hospitality group as a Guest Experience Specialist. In this role, you will be the friendly voice and helpful hand behind our communications, ensuring every interaction reflects the companies' high standards and values.

Day-to-day of the role:

• Deliver exceptional service through phone, email, and live chat.
• Manage guest queries regarding bookings, spa treatments, dining, and more.
• Ensure all guest information is accurate, complete, and up to date.
• Process online and third-party bookings with precision.
• Log and escalate guest complaints appropriately and professionally.
• Maintain high service standards while meeting daily and monthly performance targets.
• Support internal bookings for staff, contractors, and issue resolution.
• Collaborate with colleagues across Guest Experience and Reservations teams.

Required Skills & Qualifications:

• Excellent communication skills with a warm and professional manner.
• Experience in customer service or reservations, hospitality experience beneficial.
• Strong organisational skills and attention to detail.
• Ability to multitask and stay calm under pressure.
• Proactive problem-solver with a team-first attitude.
• Passionate about delivering great guest experiences.

Benefits:

• Monthly performance-based commission.
• Complimentary spa experience on work anniversaries.
• Free refreshments available on-site.
• Access to an Employee Assistance Programme.
• Discounts on overnight stays, spa days, food, drink, and retail.
• Pension scheme.
• Free parking.
• Refer-a-Friend scheme.
• Comprehensive induction and training.
• Online benefits and discounts.
• Access to online doctor support (appointments/prescriptions).
• A fun, supportive, and inclusive work environment with extensive development opportunities.