Guest Experience Specialist – Full‑time

About the role

Join Reed’s award‑winning team as a Guest Experience Specialist. You will be the friendly voice and helpful hand behind our communications, ensuring every interaction reflects the company’s high standards and values.

Key responsibilities

• Deliver exceptional service via phone, email and live chat.
• Manage guest queries and bookings, ensuring information is accurate and up‑to‑date.
• Process online and third‑party bookings with precision.
• Log and professionally escalate complaints.
• Meet daily and monthly performance targets while maintaining high service standards.
• Support internal bookings for staff and contractors and resolve related issues.
• Collaborate with Guest Experience and Reservations teams.

Required profile

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

Required skills

• Effective use of phone, email and live‑chat platforms.
• Basic computer literacy for booking systems.

What we offer

• Competitive salary of £26,363 per year.
• Free on‑site refreshments and parking.
• Employee Assistance Programme and online doctor support.
• Pension scheme and employee discounts across the group.
• Comprehensive induction, training and development opportunities.
• Inclusive, supportive work environment with a Refer‑a‑Friend scheme.