Guest Experience Team Member

Do you want to join a growing company and enjoy a fantastic career working alongside a great team who strive to deliver an incredible guest experience? Well you're in luck! 

Here at Warner Leisure Hotels, we are currently looking for a Guest Experience Team Member to join our wonderful Guest Insights Team. This will be a 3 month fixed term contract with the opportunity to progress to consultant for a suited candidate.

Part time position: 17.5 hours per week (2.5 days)

Salary Range:
Team member role for initial three months - £17kpa pro rata
Consultant role after 3 months (subject to ability) - £20kpa pro rata + monthly performance related bonus.

Hemel Hybrid worker (working hybrid at home with one day a week/one day a month in Hemel office depending on location of successful candidate

Purpose of the role:

To work within the central Guest Experience Team, firstly as a critical admin support role then growing into a Guest Experience consultant within a period of 3 months.

At first you will be responsible for the management of our team’s Outlook inbox, manually entering guest feedback into our online complaints platform, responding back to other departments and our hotels with any queries they have and responding to all TripAdvisor reviews for our 15 hotels.

You will receive training and coaching on how to resolve and manage our guest complaints with the view to be a fully qualified consultant within 3 months.

We are seeking a positive individual with outstanding communication and administration skills, who wishes to make a real difference to our guest’s post-stay experience. You will be flexible in your approach and able to handle a high-volume, fast paced workload with a willingness to learn and develop the role.

This role has strong links with our Operations team across our hotels, you will also be encouraged to visit our hotels and work with the teams on improving the guest experience further.

Role responsibilities:

Ensure consistent administrative support for the team via the management of our inbox queries

Professional delivery of TripAdvisor responses

Demonstrates and role models a commitment to delivering a superior guest experience

Liaise with hotels and other central teams to assist with general enquiries and to reinforce ways of working

Administer E-voucher redemptions/refund requests in a timely fashion

Ensure consistent delivery of communication with guests which is in line with Warner Brand Standards and expectations

Confidently deal with guest concerns & seek to resolve problems, showing empathy and understanding

Professional delivery of guest correspondence

Provide solutions which has the best possible outcome for both the guest and the business

Administer E-voucher redemptions/refund requests in a timely fashion

Support the Guest Experience Manager with reporting using Qualtrics and Excel

Work collaboratively as a team – this is key, this role is very busy and demands a very well organised, proactive mindset

Communicate in a professional manner, ensuring the accuracy, quality and timeliness of each communication

Have a problem-solving attitude when helping and dealing with our hotels and other teams

Demand the best of yourself to continually delight our guests and strive for excellence

Have a sufficient understanding of the necessary workplace systems used within your department, such as Qualtrics and Seaware, TripAdvisor

The benefits of working with us:

Free use of many of the Hotel/Coastal Village facilities and discounts off our food and retail outlets

20% team member discount across Warner Leisure Hotels, Butlin’s and Haven holidays for you, your family and  friends

Reward and recognition schemes including long service

Externally recognised qualifications that will give you the opportunity to progress and develop within Bourne Leisure

Government pension scheme and optional salary sacrifice  scheme

Our online discount scheme (MyBourneHub) with loads of great deals

Externally recognised qualifications that will give you the opportunity to progress and develop within Bourne Leisure. 


To take the next step in building the Warner career you’ve always dreamed of...apply now!


Bourne Leisure Head Office


1 Park Lane, Hemel Hempstead, Herts HP2 4YL GBR



Employment Status


Employment Type

Fixed Term Contract

Effective Date

25 July 2022

Expiration Date

8 August 2022