Guest Experience Concierge — Spa & Hospitality

Hiddenwell; United Kingdom; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Monthly commission

Pension scheme

Free Parking

Spa day on work anniversary

Discounts on venues

Job summary

Hiddenwell is seeking a Guest Experience Specialist in Moreton-in-Marsh to be the friendly voice behind guest communications. You will handle inquiries by phone, email and live chat, supporting bookings, spa treatments, dining arrangements and gift vouchers while upholding our high standards.

This full‑time role (40 hours weekly) requires excellent communication, strong organisational skills, and a proactive, team‑oriented approach.

Qualifications

• Experience in customer service or reservations (hospitality a plus).
• Excellent organisational skills and attention to detail.
• Ability to multitask and stay calm under pressure.

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

Skills

Customer service

Reservations experience

Excellent communicator

Attention to detail

Multitasking

Teamwork

Job description

Hiddenwell is seeking a Guest Experience Specialist in Moreton-in-Marsh to be the friendly voice behind guest communications. You will handle inquiries by phone, email and live chat, supporting bookings, spa treatments, dining arrangements and gift vouchers while upholding our high standards.

This full‑time role (40 hours weekly) requires excellent communication, strong organisational skills, and a proactive, team‑oriented approach.