Posted 3 days ago
Guest Services Operator
AI Summary
A Guest Services Operator answers inbound calls and emails, manages bookings and retail orders, and delivers high-level customer service across Bamford Collection’s hospitality, retail, and wellness brands.
About this role
THE BAMFORD COLLECTION IS A GROUP OF CONSCIOUSLY MINDED LIFESTYLE BRANDS COMMITTED TO NOURISHING AND NURTURING PEOPLE AND PLANET.
ABOUT THE ROLE
We are seeking a Guest Services Operator to join the Bamford Collection, delivering exceptional service and support to guests across our luxury hospitality, retail and wellness brands. As a central point of contact, you will manage inbound calls, email enquiries and social media messages, ensuring every interaction is handled with professionalism, efficiency and genuine care.
Using your excellent communication skills and attention to detail, you will manage bookings, guest enquiries and retail orders, delivering a seamless experience that reflects the Bamford Collection's commitment to outstanding service. This is an exciting opportunity for a highly organised, customer-focused individual who thrives in a fast-paced environment and is passionate about creating memorable guest experiences.
HOURS: 40 hours a week
We offer a range of shifts between 8am - 6:30pm Monday - Friday & 9am - 5:30pm Saturday-Sunday. Working 5 out of 7 days on a rota basis
SALARY: £28,700 per annum
LOCATION: Kingham, Oxfordshire
RESPONSIBILITIES
Guest Service
Deliver exceptional guest service by managing inbound calls and emails professionally, efficiently and within agreed service level agreements.
Take ownership of guest enquiries, providing knowledgeable support and ensuring every interaction is resolved to the highest standard.
Bookings & Order Management
Process bookings, enquiries, retail orders and guest requests accurately, maintaining excellent attention to detail.
Develop a strong knowledge of the Bamford Collection's products, services and experiences to confidently support guests.
Systems & Administration
Maintain accurate guest records across all systems, ensuring data integrity and compliance with internal procedures.
Use Guest Services systems effectively to deliver a seamless and efficient customer experience.
Collaboration & Continuous Improvement
Work closely with colleagues across the Bamford Collection to deliver a consistent and exceptional guest journey.
Resolve guest queries with a proactive, solutions-focused approach, escalating issues where appropriate and contributing to the continuous improvement of Guest Services.
SKILLS YOU WILL BRING
Previous customer service experience within hospitality, retail or a contact centre environment.
Excellent verbal and written communication skills with a professional and customer-focused approach.
Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment.
High attention to detail, accuracy and confidence using Microsoft Office and multiple systems.
Proactive, solutions-focused and able to handle sensitive information with discretion and confidentiality.
Friendly, professional and passionate about delivering exceptional guest service.
Calm, resilient and organised, with excellent attention to detail.
Collaborative team player who takes initiative and builds positive relationships across the business.
PERKS AND BENEFITS
Discounts: We offer a range of discounts on our products, treatments, and dining experiences from day one.
Volunteering Days: Employees are offered one paid day per year to volunteer with a charity of their choice.
Private Medical: We offer subsidised private medical insurance through Bupa.
Pension Scheme: Pay up to 9% of your salary into your pension each month; we contribute up to 4.5%.
Life Assurance: We offer life assurance cover, equivalent of up to a year of your annual salary.
Mental Health Support: Our Employee Assistance Programme provides 24-hour support, seven days a week.
