Guest Services Operator

Bamford Collection; West Suffolk, Moreton-in-Marsh; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player is seeking a Guest Services Advisor to enhance guest experiences through exceptional service. In this maternity cover role, you will engage with guests, manage bookings, and promote the brand's offerings. Your organizational skills and passion for customer service will shine as you ensure every interaction is memorable. Join a dynamic team that values sustainability and social responsibility, where your contributions will make a meaningful impact. This is an exciting opportunity to work in a fast-paced environment that prioritizes guest satisfaction and personal growth.

Benefits

Discounts on products and services

Volunteering Days

Private Medical Insurance

Pension Scheme

Life Assurance

Mental Health Support

Qualifications

• Passion for delivering exceptional customer service in a fast-paced environment.
• Ability to manage multiple enquiries efficiently with attention to detail.

Responsibilities

• Handle general enquiries and booking experiences for guests.
• Provide swift and engaging service ensuring a memorable guest experience.

Skills

Outstanding Customer Service

Clear Communicator

Highly Organised

Problem-Solving

Tech-Savvy

Job description

THE BAMFORD COLLECTION IS A GROUPOF CONSCIOUSLY MINDED LIFESTYLE BRANDS COMMITTED TO NOURISHINGAND NURTURING PEOPLE AND PLANET.

ABOUT THE ROLE

Are you passionate about delivering exceptional customer service? Do you thrive in a dynamic, fast-paced environment where every guest interaction is an opportunity to create something special? If you’ve got a flair for organisation and a love for helping people, we have the perfect role for you!

As a guest services advisor you will have a key position in handling general enquiries and the booking experience of our guests across the whole Bamford Collection. You will support our guests through the booking process and ensure they receive a high quality, personalised service.

Important - This role is Maternity Cover

RESPONSIBILITIES

• To share knowledge of the Bamford Collection and what we do when engaging with customers.
• Use your product knowledge and expertise to promote the Bamford Collection, converting enquiries into bookings and upselling where appropriate.
• Keep up-to-date with availability, upcoming events, special offers, and promotions to best assist guests.
• Provide swift, efficient, and engaging service at every touchpoint, ensuring a positive and memorable guest experience.
• To be solution-driven for both colleagues and customers, both internal and external.
• Ensure that our returning guests and VIPs receive the highest level of recognition and care.
• Address customer concerns or complaints professionally and efficiently, following the company’s procedures to ensure satisfaction.
• To ensure all communication is effective, courteous and timely and in line with SLAs.
• To follow fully any H&S and GDPR requirements, including timely completion of mandatory training.
• To ensure accuracy and meticulous attention to detail of your work, adhering to all protocols and procedures.
• To be competent in using all platforms used by The Bamford Collection.
• Work closely with colleagues in all departments to ensure seamless communication and the smooth running of operations.
• Contribute to a positive, motivated team environment by bringing enthusiasm and a can-do attitude to the workplace.
• Bring our purpose to life by driving meaningful social and environmental improvements, contributing to our journey as a B Corp, and aligning with our sustainability vision.
• Inspire and empower our customers, suppliers, and partners to live and work more consciously, creating a lasting positive impact on the world.

SKILLS YOU WILL BRING

• Outstanding Customer Service: You’re passionate about helping guests and going the extra mile to make their experience memorable.
• Clear Communicator: You are confident and professional in both written and verbal communication.
• Highly Organised: You can manage multiple enquiries and tasks efficiently while maintaining attention to detail.
• Problem-Solving: You think on your feet and find solutions to challenges with a calm and professional approach.
• Tech-Savvy: You’re comfortable using a range of software and communication platforms to assist with guest bookings and inquiries.

Please note that due to the nature of the business this role includes some weekend and evening working on a rota basis. We offer a range of shifts between 8am and 6:30pm Monday - Friday and between 9am and 5:30pm on a weekend.

PERKS AND BENEFITS

• Discounts: We offer a range of discounts on our products, treatments, and dining experiences from day 1.
• Volunteering Days: Employees are offered one paid day per year to volunteer with a charity of their choice.
• Private Medical: We offer subsidised private medical insurance through Bupa.
• Pension Scheme: Pay up to 9% of your salary into your pension each month; we contribute up to 4.5%.
• Life Assurance: We offer life assurance cover, equivalent of up to a year of your annual salary.
• Mental Health Support: Our Employee Assistance Programme provides 24-hour support, seven days a week.