Job Description

Company:

Donnini Apartments

Location:

Ayr, South Ayrshire

About Us:

Donnini is a national award-winning provider of serviced accommodation, operating over 65 short-term lets and a 12-bedroom hotel in Ayr. We are passionate about delivering exceptional guest experiences while upholding our core values: Teamwork, Trust, Integrity, Ownership, Consistency, and Continuous Improvement. At Donnini, we don't just fill roles - we grow careers, championing internal promotions and supporting professional development every step of the way.

The Role

We're on the lookout for a Guest Experience Specialist who thrives on delivering top-tier service and loves turning every guest interaction into a memorable moment. Based in our new office in Ayr, you'll guide guests through the entire journey - from their initial booking to the moment they leave with a smile - making sure every detail exceeds expectations.

As the first point of contact for our guests, you'll handle inquiries, resolve concerns, and be a friendly knowledgeable face (and voice!) for Donnini. You'll also collaborate with our Guest Experience Supervisor to continually improve processes, helping us stay ahead in delivering exceptional service.

Key Responsibilities

Call Handling:

Answering phone calls, directing callers to the appropriate team member when required, and handling inquiries effectively.

Guest Relations:

Coordinating proactive and reactive guest interactions, addressing queries, concerns, and complaints.

Guest

Review Engagement:

Encouraging and responding to guest reviews, highlighting actionable points for relevant departments.

Team Coordination:

Liaising with relevant team members to ensure guest needs are fully met.

Inbound Sales Support:

Providing coverage for inbound sales inquiries.

Identifying upsell and cross-sell opportunities, passing sales leads to the sales department.

Essential Requirements:

At least 1+ years' experience in a related role, such as Customer Service Advisor, Receptionist or other relevant position. Excellent verbal and written communication skills. Professional phone etiquette. Must demonstrate empathy and understanding when addressing guest concerns. Exceptional organisational skills with attention to detail. Excellent problem-solving skills and a can-do attitude.

Benefits:

Permanent full-time position. Competitive salary based on experience. Company pension and health & wellbeing programme. On-site parking, company events.

Salary:

Salary based depending on experience.

Location:

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

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 6pm
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) Administrative: 1 year (preferred)
Licence/Certification:

Driving Licence (preferred)
Work Location: In person

Job Types: Full-time, Permanent

Benefits:

Company pension On-site parking
Work Location: In person