Guest Relations

We are recruiting for a Guest relation role to join our crew. You will work closely with our Management Team and our letting agents - looking at opportunities to upsell our extras, and encouraging repeat business.

Hesdin Estate is set be a group of 9 luxury holiday homes on a country Estate in Wiltshire. We cater for large groups who stay for between 3 and 7 nights. The largest home caters for groups of up to 30 people.

You will be the main point of contact for our guests once they have booked through Hesdin Estate with the objective of ensuring excellent guest experience throughout their stay with us. You’re the face for our business, the problem solver, the “hype man” to get guests excited about staying, and will have a natural flair with people and passion to enhance their stay promoting our additional extras. You’ll infuse enthusiasm into everything you do.

A “yes, yes, i’m excited by this” mentality.

As Hesdin estate grows we are in need of someone who is able to let our guests know all about the extras we can provide for them

Ranging from fun filled hen packages, extra inflatables for pools to BBQ packs all ready and waiting for their arrival. This role will also include meet and greets with our guests when necessary to make sure they have everything they need. Once our guests are here, our accommodation is self catering so they are happily left to enjoy their holiday in peace unless they contact us for assistance.

If you are a proactive and organised individual with a passion for guest hospitality this could be your next fantastic opportunity

We pride ourselves in being able to provide everything our guests could possibly need Experiences in sales would be beneficial to this role. You’ll become an expert on our homes, providing information about facilities, room layouts and knowing just what someone might need to make stays even more special. You’ll speak to prospective guests across all of our platforms, and be the main point of contact throughout the whole process. From prospective guests, to arrival day, to troubleshooting issues they might have, to checking out and rebooking. This is a role for a self-motivated, confident and personable individual with high attention to detail. The role involves working as part of a team to ensure all guest needs are looked after during their experience with us on the Estate.

You should be an excellent communicator who can stay positive in a fast paced environment, sees opportunities to tailor experiences, enjoy making things better and goes the extra mile. You should also be reliable and customer-oriented, as you’ll serve as a primary point of contact for our customers. You’ll embrace change and always seek ways to improve our interactions with guests.

Part-Time permanent contract. Working a minimum of 20 hours per week.

Days of work - Monday 1pm-7pm, Tuesday 10 -2, Thursday 10-2, Friday 1pm-7pm

Salary from £11 per hour plus bonus for upsells and repeat bookings.

**Duties and Responsibilities**
- You will be the face and name that our Guests remember during their stay and the one they contact once they reach the Estate. You will respond to and deliver exceptional service to our guests in a timely and efficient manner, occasionally responding out of hours and travelling to the Estate if things have gone amiss (we do try to avoid this but sometimes it is necessary). This would be on a rotational basis with a supplementary payment for any work undertaken during this time.
- Manage our Guest check in process, to include meeting and greeting where necessary, guest calls prior to arrival and providing all the relevant information that is required for their stay and responding to any queries.
- Work closely with the Housekeeping team ensuring that they have all the relevant information for each guest changeover.
- Manage, modify and when necessary create customer-facing communications, ensuring they are perfectly executed and adhere to our brand standards accessible to guests during their stay.
- Pro-actively encourage Guests to customise their stay to exceed quarterly/annual sales goals for bookings, extras and add-ons.
- Liaise with out of hours vendors to manage our third party call agents and noise monitoring.
- Assist with our mailboxes and phones providing information on our beautiful homes to prospective guests, including availability and rates across our 4 properties. Replying to communications in a timely manner.
- Manage Guest complaints
- Work with our booking team to relay any damage that may require deposit withholding.
- Collating and reacting to feedback.

**What are we looking for?**

Previous experience in a customer service function or a similar role

Experience with combining creativity with commerciality

A passion for delivering an exceptional level of Guest service

High level of IT proficiency

Proactive, positive, and social

Written and verbal communication skills

Time management and the ability to effectiv