Guest Experience Team Leader

Job Title: Guest Experience Team Leader - Central Reservations

Location: Moreton-in-Marsh

Salary: £32,000

About Us

At Hiddenwell, 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

We are looking for a detail-oriented and guest-focused Guest Experience Team Leader to lead a team of Reservations Agents, ensuring a seamless, accurate, and high-quality booking journey for every guest.

In this role, you will take ownership of service quality, operational excellence, and guest satisfaction, ensuring all interactions and bookings meet the highest standards.

Key Responsibilities

Owning Guest Experience & Quality

• Ensuring a consistently high standard of guest interaction across all channels
• Monitoring and improving booking accuracy and attention to detail
• Driving quality assurance standards across calls, emails, and bookings
• Ensuring all reservations align with company policies and standards

Leading & Managing Your Team

• Directing line management of a team of Reservations Agents (5–7)
• Setting clear expectations around service quality and accuracy
• Conducting regular 1:1s focused on development and performance
• Managing conduct, attendance, and day-to-day people matters
• Fostering a calm, professional, and guest-focused team culture

Quality Assurance & Coaching

• Conducting regular QA reviews (calls, emails, bookings)
• Providing structured feedback to improve service and accuracy
• Coaching agents on communication, attention to detail, and problem-solving
• Supporting onboarding and training of new team members

Operational Excellence

• Overseeing daily workflow to ensure efficient handling of bookings and enquiries
• Ensuring SLA adherence (response times, confirmations, follow-ups)
• Maintaining high levels of data accuracy and system compliance
• Acting as first point of escalation for guest issues and complaints

Continuous Improvement

• Identifying process gaps impacting guest experience
• Recommending and implementing improvements to workflows and systems
• Providing feedback on recurring issues and service challenges

What Success Looks Like

• High guest satisfaction and minimal complaints
• Strong QA scores and booking accuracy
• Consistent SLA & PCA adherence
• Smooth, error-free operational delivery

Required Skills & Experience

· Have previous experience in a reservations, guest services, contact centre, or hospitality leadership role

· Have proven experience leading, motivating, and developing a customer-facing team

· Have an excellent understanding of delivering exceptional guest service across phone, email, and digital channels

· Have excellent attention to detail with a strong focus on booking accuracy and operational compliance

· Have experience conducting quality assurance reviews and providing constructive coaching and feedback

· Be confident handling guest escalations and resolving complaints professionally and efficiently

· Have an excellent organisational and time management skills with the ability to prioritise in a fast-paced environment

· Have the ability to manage team performance, attendance, and day-to-day operational challenges

· Have experience working with reservation systems, CRM platforms, and Microsoft Office applications

· Have an excellent written and verbal communication skills with a professional and empathetic approach

· Have the ability to analyse workflows, identify process improvements, and implement operational efficiencies

· Have understanding of SLA management, response time monitoring, and service delivery standards

· Have hospitality, spa, hotel, or luxury guest experience background desirable

Personal Attributes

· Be passionate about delivering exceptional guest experiences and creating memorable interactions

· Be calm, professional, and approachable under pressure

· Be positive and supportive leadership style with the ability to inspire confidence within the team

· Be highly detail-oriented with a strong commitment to quality and accuracy

· Be proactive and solution-focused mindset

· Be empathetic and emotionally intelligent when handling guest and team concerns

· Be resilient and adaptable in a fast-paced operational environment

· Have an excellent sense of accountability and ownership

· Be collaborative team player who fosters a positive and inclusive culture

· Be enthusiastic, motivated, and eager to continuously improve standards and performance

· Be a confident decision-maker with the ability to balance guest satisfaction and business needs

· Be aligned with Hiddenwell values of warmth, individuality, positivity, and excellence

Additional Information

• Full-Time position, working 5 out of 7 days per week
• 3 week rolling rota - 1 in 3 weekends
• 40 hours per week
• Salary £32,000.00
• Applicants must have the legal right to work in the UK at the time of application. Unfortunately, we are unable to offer visa sponsorship now or at any point in the future for this role

Benefits

• Competitive salary
• 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
• Pension scheme
• Free Parking
• Refer-a-Friend scheme
• 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!