Job description

Guest Experience Coordinator – Luxury Country Estate Hotel
Location: Hertfordshire
Recruiter:Quest Employment

About the Opportunity

Quest Employment is proud to be recruiting on behalf of one of the UK’s most prestigious country estate hotels for a Guest Experience Coordinator.

This is a dynamic and highly visible position, acting as the central communication hub of the hotel. The successful candidate will ensure every guest interaction reflects the highest luxury standards, delivering a warm, seamless and personalised experience from arrival to departure.

This role is ideal for someone who thrives in a fast-paced environment and is passionate about creating exceptional guest journeys.

The Role

As Guest Experience Coordinator, you will:

Act as the primary point of contact for all incoming calls and guest communications
Coordinate guest requests across departments to ensure flawless execution
Manage guest feedback and profiling to enhance personalisation
Support the Front Office team to maintain seamless arrival and departure experiences

Every interaction you handle will shape guests’ perceptions of the hotel, making professionalism, warmth and attention to detail essential.

Key Responsibilities

Guest

Answer and direct all incoming calls promptly and courteously, in line with brand standards
Deliver clear, professional and friendly communication, personalising each guest interaction
Accurately log and manage guest requests
Provide detailed information regarding hotel services and local attractions
Handle guest enquiries and complaints with confidence, empathy and efficiency
Follow up on guest feedback to ensure full resolution and satisfaction

People

Work collaboratively with colleagues across all departments to deliver outstanding service
Foster a positive and cooperative working environment
Support the Reception team when required, including:

Updating registration cards and guest profiles
Managing queues during busy periods
Assisting with ad hoc operational requirements

Business

Proactively manage special requests, coordinating with Housekeeping, Spa and other departments
Ensure all guest requests and feedback are accurately updated on relevant systems
Support Front Office operations, including:

Assisting with check-ins and check-outs
Supporting rooming procedures
Maintaining operational flow during peak periods

About You

We are seeking a candidate who:

Has previous experience within luxury hospitality or a customer-facing environment
Possesses strong IT skills and experience using Front Office systems (PMS/Opera or equivalent)
Demonstrates excellent verbal and written communication skills
Remains calm and professional under pressure
Is highly organised with exceptional attention to detail
Is passionate about delivering personalised guest experiences
Has previous experience in a guest-facing hospitality role

If you are an organised, professional and guest-focused individual looking to develop your career within a luxury hospitality setting, Quest Employment would love to hear from you.

Apply today to be considered for this exciting opportunity.