Guest Experience

**Guest Experience & Operations Co-Ordinator**

**Company**: Donnini Apartments
**Location**: Ayrshire

**About Us**:
Donnini operates over 50 serviced accommodation units and a 12-bedroom hotel across Ayrshire. We are dedicated to delivering exceptional guest experiences through high standards of quality and efficiency. At Donnini, we value empowerment, teamwork, and proactive problem-solving.

**The Role**

Working within a team to enhance our overall guest experience and operational procedures by assisting in optimising our processes and methods.

**Key Responsibilities**
- **Call Handling**:
Answering phone calls, directing callers to the appropriate team member when required, and handling enquiries effectively.
- **Guest Relations**:
Coordinating proactive and reactive guest interactions, addressing queries, concerns, and complaints with the support of the Guest Experience Supervisor.
- **Scheduling;**

Working with Operations team members to schedule maintenance team tasks by creating daily schedules for our maintenance team members as well as acting on reactive guest tasks as they arise.
- **Systems**:

- **Team Coordination**:
Assisting with other daily operational tasks as and when required - working closely with all other operations and guest experience team members.
- **Review Feedback and Collaboration**:
Contribute to improving our review processes, including proactively asking guests to leave feedback, responding to both positive and negative reviews across various platforms and highlighting actionable points for the Guest Experience and Operations Supervisors to maintain the exceptional quality of the Donnini Portfolio.

**Essential Requirements**:

- 1+ years’ experience in a related role, such as Customer Service Advisor, Receptionist or other relevant position.
- Comprehensive IT skills, with good knowledge of computer programs used in daily office environment
- Exceptional verbal and written communication skills.
- Excellent organisational skills and attention to detail.
- Excellent problem-solving skills and a can-do attitude.
- Flexibility to work shifts, including evenings, weekends, holiday cover and public holidays.

**Benefits**:

- Permanent full-time position
- 31 days holiday per year
- Company pension and health & wellbeing programme
- On-site free parking, company events, cycle to work scheme

**Schedule**:

- 40 Hours Per Week
- This is a permanent full-time role working 9 hour shifts (inclusive of a 1 hour rest break), 5 days out of 7, on a variety of shifts including weekends, the earliest start time being 8am and the latest time being 7pm

**Salary**:

- £12 per hour

**Location**:

- Must be able to reliably commute or plan to relocate before starting work.

**Join the Donnini Apartments Team**:
Donnini Apartments offers a dynamic and supportive work environment where your contributions are valued. As part of our team, you will have the opportunity to shape the guest experience and operations space and contribute to the growth of our business. We provide competitive compensation and benefits packages along with ongoing training and development opportunities.

**Job Types**: Full-time, Permanent

Pay: £12.00 per hour

Expected hours: 40 per week

**Benefits**:

- Company pension
- Cycle to work scheme
- Free parking
- Health & wellbeing programme
- On-site parking

Schedule:

- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Ayr: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (required)
- Guest relations: 1 year (preferred)
- Operations: 1 year (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

Reference ID: GE_Operations_Donnini