Guest Experience Specialist

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.

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.

• 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

• 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

• Full-time role:40 hours per week
• Working days will vary between 4 and 6 days per week, depending on the rolling rota
• Shift Patterns: hrs / hrs / hrs
• Salary: £27,500.00 per annum

• Monthly performance based commission
• 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
• Free Parking
• 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!

(optional) I am a diversity candidate. I am BAME or from a disadvantaged background or over 55 years old or Non-Binary or Disabled or Non-Heterosexual etc.

* We do not send this information with job applications.
What is BAME? | Why do we ask?