Guest Experience Specialist

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

Benefits offered by this job

Free Parking

Pension scheme

30% discount on overnight stays andSpa

Complimentary Spa Day on work annivers

Employee Assistance Program

Refer-a-Friend scheme

Excellent induction and training

Job summary

Hiddenwell is seeking a Guest Experience Specialist based in Moreton-in-Marsh to handle guest communications across phone, email and live chat. You will support guests with bookings, spa treatments, dining arrangements and gift vouchers, ensuring every interaction reflects our high standards and values.

The role requires an excellent communicator with hospitality experience, strong organisation and the ability to multitask under pressure.

Qualifications

• Proactive attitude and problem-solving mindset.
• Strong customer service experience, ideally in hospitality or reservations.
• Excellent verbal and written communication, with a professional manner.

Responsibilities

• Deliver exceptional service via phone, email and live chat.
• Handle guest enquiries including bookings, spa treatments, dining and vouchers.
• Keep guest information accurate, complete and up-to-date.
• Process online and third-party bookings with precision.
• Log and escalate guest complaints professionally when needed.
• Maintain high service standards while meeting daily and monthly targets.
• Support internal bookings for staff, contractors and issue resolutions.
• Collaborate with Guest Experience and Central Reservations teams.

Skills

Proactive

Customer Service

Excellent Communication

Job description

Moreton-in-Marsh

Central Services - Moreton-in-Marsh

Salary

£27,500 per annum

About Us

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

Job Title

Guest Experience Specialist

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 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

• 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!

Skills

• Proactive
• Customer Service
• Excellent Communication