Longleat Guest Experience Specialist

3 days ago


Warminster, Wiltshire, United Kingdom Longleat Full time

At Longleat, we are seeking an exceptional Guest Experience Specialist to join our team. This exciting role offers a unique opportunity to work in a dynamic and engaging environment, where you will play a key part in delivering unforgettable experiences for our guests.


As a Guest Experience Specialist, you will be the first point of contact for our guests, providing exceptional customer service through various communication channels. Your primary responsibility will be to handle incoming queries, addressing guest concerns and ensuring their satisfaction.


Key aspects of this role include dealing with guest inquiries related to the Longleat Ticket Protection Scheme, processing claims, and coordinating refunds. You will also support in taking general enquiries for VIP, Accommodation, and Education bookings as required.


To succeed in this position, you must possess excellent written and verbal communication skills, with the ability to respond professionally and efficiently. You should also have experience in handling administrative tasks, including data entry and record-keeping.


A key duty will include answering incoming guest telephone calls, emails, responding to social media, and live chat. Instruct Finance to make guest refunds under the Ticket Protection Scheme in a timely manner. Engage with guests and respond to all enquiries in a positive and engaging manner.


Keeping up-to-date on all Longleat products, services, and pricing is essential. Monitor the general email inboxes, responding where appropriate or forwarding on to the relevant member of staff. Work within Longleat brand standard SLA's for guest response times. Provide a guest-focused service at all times, ensuring that all work is completed to the highest standards of the brand.


Representing Longleat at all times by being smart in appearance and presentable whilst behaving in an appropriate manner.


You will be working in a busy office environment, surrounded by historic landscapes and listed buildings. You will receive a rate of up to £11.44 per hour, in addition to a range of attractive benefits, including:



  • 29 days holiday inclusive of bank holidays, rising to 31 days at 5 years' service
  • Unlimited free entry to Longleat for our employees
  • Complimentary tickets to Longleat and Cheddar Gorge and Caves, 18 per annum pro rata
  • 50% off Annual passes for Friends and Family
  • Discounts on food and beverages and retail merchandise
  • 20% off VIP Experiences, 10% off Accommodation
  • Discretionary bonus scheme
  • Employee Assistant Programme
  • Employer contributory pension scheme
  • Life assurance scheme
  • Perks at work
  • Range of flexible working schemes
  • Great progression opportunities are available.

We offer a permanent 40-hour contract working 5 days out of 7, including weekends, evenings, and bank holidays as required. The earliest start time is 8 am and the latest finish time is 8 pm, varying in accordance with opening times.


About Longleat

At Longleat, we believe in engaging and inspiring our employees, putting people first, taking accountability, continuously improving, and acting with integrity. We invite everyone who works with us to subscribe to these values, as they truly set us apart as a place to work.


In this unique work environment, you will be surrounded by historic landscapes and listed buildings, all whilst listening to our lions roar and wolves howl. You will even have the opportunity to visit our adorable Koalas and cheeky meerkats during your lunch break.



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