Guest Experience Specialist

About the Role

Our client is seeking a dedicated Guest Experience Specialist to join their vibrant hospitality team in Newcastle upon Tyne . This role is crucial in ensuring every guest enjoys a memorable and seamless experience, from booking to departure. You will be the primary point of contact for guest inquiries, feedback, and issue resolution, playing a vital part in maintaining and enhancing our client's reputation for outstanding service. This hybrid position allows for a balance of remote flexibility and on-site engagement, ensuring a comprehensive understanding of guest touchpoints and operational needs within the Newcastle upon Tyne area.

Key Responsibilities

• Manage guest inquiries and requests via multiple channels, ensuring timely and professional responses.
• Develop and implement strategies to enhance the overall guest journey and satisfaction.
• Collect and analyze guest feedback to identify trends and areas for service improvement.
• Address and resolve guest complaints and concerns with empathy and efficiency.
• Collaborate with hotel departments to ensure smooth service delivery and guest satisfaction.
• Create and curate personalized experiences for VIP guests and special occasions.

Requirements

• Proven experience in a customer-facing role, preferably within the hospitality or tourism sector .
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in customer relationship management (CRM) software and booking systems .
• Ability to remain calm and professional under pressure.
• Strong organizational skills and attention to detail.
• Familiarity with the Newcastle upon Tyne area and its attractions is a plus.

Benefits

• Competitive salary and potential for performance-based bonuses.
• Hybrid work model offering flexibility.
• Opportunities for professional growth and development within the hospitality industry.
• Discounted rates on accommodation and services.
• A supportive and dynamic team environment in Newcastle upon Tyne .