Guest Experience Specialist

Guest Experience Specialist

Location: Head Office, Moreton-in-Marsh

Salary: £26,353 per annum

Plus: Monthly performance-based commission

Full Time | Permanent

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.
• Location: Based at Head Office, Moreton-in-Marsh

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