Guest Experience Specialist

Hiddenwell - Head Office; Moreton-in-Marsh; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Monthly commission

Spa day on work anniversaries

Employee discounts

Free parking

Pension scheme

Induction and training programme

Wellbeing support

Job summary

Hiddenwell - Head Office in Moreton‑in‑Marsh seeks a Guest Experience Specialist to handle bookings, confirmations, and guest communications with a friendly, professional approach.

You will manage enquiries across phone, email and live chat, coordinate dining and spa arrangements, and work with internal teams to uphold Hiddenwell’s high standards and values.

Qualifications

• Experience in a customer service or reservations environment.
• Excellent communication skills with a warm, professional manner.
• Strong organisational abilities and attention to detail.
• Ability to multitask and stay calm under pressure.

Responsibilities

• Delivering exceptional service via phone, email, and live chat.
• Handling bookings, treatments, dining, and gift vouchers.
• Ensuring guest information is accurate and up to date.
• Processing online and third‑party bookings with precision.
• Logging and escalating guest complaints professionally.
• Maintaining service standards while meeting targets.
• Supporting internal staff bookings and issue resolutions.
• Collaborating with Guest Experience and Central Reservations teams.

Skills

Customer service

Communication

Organisational skills

Multitasking

Team player

Job description

Job Title: Guest Experience Specialist
Location:Central Services - Moreton-in-Marsh
Salary: £27,500 per annum

About Us

AtHiddenwell, we are a collection ofaward-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 aGuest Experience Specialist, you'll be the friendly voice and helpful hand behind our guest communications. Handlingenquiries 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
• Have experience in a customer service or reservations environment (hospitality a plus)
• Have excellent organisational skills and attention to detail
• Have the ability to multitask and stay calm under pressure
• Be proactive, problem-solving mindset with a team-first attitude
• Have 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!