Guest Experience Specialist

Guest Experience Specialist

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• Job Type: Full-time
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  Location: Moreton-In-Marsh

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  Salary: £26,353

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Join an award-winning hospitality group as a Guest Experience Specialist. In this role, you will be the friendly voice and helpful hand behind our communications, ensuring every interaction reflects the companies' high standards and values.

Day-to-day of the role:

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• Deliver exceptional service through phone, email, and live chat.
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• Manage guest queries regarding bookings, spa treatments, dining, and more.
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• Ensure all guest information is accurate, complete, and up to date.
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• Process online and third-party bookings with precision.
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• Log and escalate guest complaints appropriately and professionally.
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• Maintain high service standards while meeting daily and monthly performance targets.
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• Support internal bookings for staff, contractors, and issue resolution.
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• Collaborate with colleagues across Guest Experience and Reservations teams.
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Required Skills & Qualifications:

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• Excellent communication skills with a warm and professional manner.
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• Experience in customer service or reservations, hospitality experience beneficial.
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• Strong organisational skills and attention to detail.
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• Ability to multitask and stay calm under pressure.
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• Proactive problem-solver with a team-first attitude.
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• Passionate about delivering great guest experiences.
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Benefits:

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• Monthly performance-based commission.
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• Complimentary spa experience on work anniversaries.
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• Free refreshments available on-site.
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• Access to an Employee Assistance Programme.
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• Discounts on overnight stays, spa days, food, drink, and retail.
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• Pension scheme.
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• Free parking.
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• Refer-a-Friend scheme.
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• Comprehensive induction and training.
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• Online benefits and discounts.
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• Access to online doctor support (appointments/prescriptions).
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• A fun, supportive, and inclusive work environment with extensive development opportunities.
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