Guest Experience Specialist

About the role

Reed is looking for a Guest Experience Specialist to join its team in Moreton-in-Marsh. You will be the friendly voice and helpful hand behind guest communications, ensuring every interaction reflects the company’s high standards and values.

Key responsibilities

• Deliver exceptional customer service via phone, email, and live chat.
• Manage guest enquiries related to bookings, treatments, dining and other services.
• Maintain accurate and up‑to‑date guest information.
• Process online and third‑party bookings efficiently and accurately.
• Log, manage and professionally escalate guest complaints.
• Achieve daily and monthly performance targets while upholding service standards.
• Support internal bookings for staff and contractors and resolve related issues.
• Collaborate effectively with colleagues across the wider group.

Required profile

• Excellent communication skills with a warm, professional approach.
• Previous customer service experience; hospitality background is a plus.
• Strong organisational skills and keen attention to detail.
• Ability to multitask and stay calm under pressure.
• Proactive problem‑solving with a team‑focused mindset.
• Genuine passion for delivering outstanding customer service.

Required skills