Guest Experience Specialist

Barons Eden - Hotel and Spa Collection; Moreton-in-Marsh; On-site; GBP 20,000 - 25,000; Full time

Job summary

A renowned hotel and spa group in Moreton-in-Marsh seeks a Guest Experience Specialist to handle guest communications through phone, email, and live chat. The ideal candidate will have strong communication skills and experience in customer service, ensuring every guest interaction reflects the company's high standards. This full-time role offers competitive salary and numerous employee benefits including discounts and performance-based commission.

Benefits

Competitive salary

Monthly performance based commission

Complimentary Spa Day on work anniversaries

Free snacks and coffee

Employee Assistance Program

Free on-site parking

Discounts on stays and spa days

Discounts on food and drinks

Comprehensive training program

Pension scheme

Qualifications

• Experience in a customer service or reservations environment, preferably in hospitality.
• Ability to multitask and stay calm under pressure.
• Attention to detail and a proactive approach.

Responsibilities

• Deliver exceptional service through phone, email, and live chat.
• Manage guest queries regarding bookings and spa treatments.
• Maintain high service standards and meet performance targets.

Skills

Strong communication skills

Customer service experience

Organisational skills

Problem-solving mindset

Job description

About Us

At Barons Eden, 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 Barons Eden.

What We Offer

• Competitive salary.
• Monthly performance based commission
• Celebrate your work anniversaries with a Complimentary Spa Day at Hoar Cross Hall or Eden Hall.
• Coffee and snacks from our kitchen.
• Access to an Employee Assistance Program.
• Free parking on-site.
• Discounts on overnight stays and spa days for you and your guests.
• Discounts on food, drink and retail across our venues.
• Comprehensive induction and training program.
• Pension scheme.
  
  

Key Responsibilities

• Deliver exceptional service through phone, email, and live chat communications
• 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 resolutions
• Collaborate with colleagues across the Guest Experience and Central Reservations teams
  
  

What We're Looking For

• A strong 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
• A 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, shifts patterns vary and can start from 7.45am up to 8.15pm
• Location: Based at Head Office, Moreton-in-Marsh
• Plus: Monthly performance-based commission
  
  

People say you can’t choose your family, well we choose you to be part of ours.