Guest Experience Executive, Canopy

6 months ago

Bristol, United Kingdom Sawday's Full time

**A bit about us.**

There are three brands under the Sawday’s umbrella. The first is the original Sawday’s, specialising in self-catering places, hotels, B&Bs and pubs with rooms. The second is Canopy & Stars, a collection of yurts, treehouses and other unusual spaces. The third is Paws & Stay, for accommodation with a dog-friendly focus.

The group is 52% employee-owned, with the rest made up of a Charitable Trust we established and the founding family. We’re proud to be B Corp certified and recognised by them as one of the top 5% of companies to work for in the world.

This role involves working for Canopy & Stars, a collection of unique, creative places to stay in the outdoors that give you a genuine experience of a life more wild. They're also personally inspected by our team and we keep the collection small and special, accepting only 20% of those that apply.

**Your role**

We are looking for someone super friendly, bright and cheerful with genuine passion for what we do, and of course, effortless and amazing customer service skills to help our guests find quirky places they’ll love.

**Job Title**
Guest Experience Executive

**Reports to**
Guest Experience Manager

**Works with**
Guest Experience Team
Owners Team

**Main tasks and responsibilities**
- Helping guests find special places to stay through multiple channels, including Live Chat
- Taking and managing bookings, including cancellations and amendments
- Supporting the Guest Experience Manager to resolve guest feedback with great empathy, diplomacy, and positivity
- Liaising with owners of places/sites to support guest booking needs, understanding how and when to refer owner queries to Owner Management team
- Developing service improvements with the Guest Experience Manager
- Shaping internal processes and systems by engaging in the reporting and analysis of trends, and anticipating the often complex needs of Owners and guests
- Providing admin support across team as required
- Understanding being a consistent and constant guardian to the Canopy & Stars brand values
- Inspections - visiting new sites and advising owners on how they can improve the guest experience.

**Skills & experience**

**Necessary**:

- Previous customer service experience
- Diplomacy: able to deal with owners and guests in a calm, confident and professional way
- Outgoing, friendly and professional telephone manner
- Excellent written English, with the ability to sum up information quickly and succinctly
- Initiative and confidence
- Excellent organisational skills, time management skills and attention to detail
- Proactive, enthusiastic, helpful, and ready to get stuck in with a busy team
- A ‘can-do’ positive attitude
- Thrive in a hard-working, fast-paced team
- A passion for travel and the kind of holidays we promote

**Desirable**:

- Driving licence, or the ability to travel by car
- 1+ years in a customer-facing role
- Previous reservations experience

**Hours, salary & benefits**
- £21 - £23k
- 25 days holiday per year, plus bank holidays
- Full-time, 37.5 hours a week including some Saturday mornings working remotely from home
- Flexi time and hybrid working, with the option to work some time from home as well as the office (needs to be commutable from Bristol).
- Company pension scheme - 5% employee contribution, 3% company contribution
- An employee-owned company - after your introductory period, you will be eligible to a share of any dividends
- A special place to work - a colourful, upcycled, recycled, open plan office on Bristol’s buzzing harbourside
- DEIBA Team - a team focused on diversity & inclusion efforts for our employees and our customers
- £275 per year towards staying in one of our special places
- 20% employee discount and 10% family and friends discount on Canopy & Stars breaks, 10% discount on Paws & Stay breaks
- Enhanced maternity and paternity pay
- A volunteering day per year
- A ‘Climate Journey Day’ policy, which gives you the opportunity to earn up to two paid days per year to travel to and from a holiday destination using low-carbon transport.
- Employee benefits such as an additional 'wellness day' to take each year and use on an activity of your choice, a quarterly wellness budget plus much more
- Social and wellbeing events held throughout the year

**Our Behaviours and Values**

How we work is just as important as the success we achieve at Sawday’s. During your time with us, you will be expected to treasure, protect, and embody our behaviours and values every day.

**We celebrate quirkiness and difference**
We dance to the beat of our own drum
We encourage curiosity and creativity
We champion individuality and the ‘special’

**We follow head and heart**
We are solidly commercial while flexible and ‘human’
We are empathetic, generous and supportive
We make ethical, holistic, long-term decisions

**We do important things brilliantly**
We use business as a force for social, environmental and economic go

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