Guest Experience Coordinator

Location: Hesdin Estate

Hours: 36 hours per week

• Monday & Friday — 9.30am-6.30pm
• Tuesday & Saturday — 9am-3pm
• Wednesday — 11am-5pm

Salary: £14.25 per hour

Role Overview

As Guest Experience Coordinator, your job is to make sure every guest who stays at Hesdin Estate gets the Hesdin experience, from the moment they book to the moment they leave.

That means two things. First, making sure every property is presented exactly as it should be: laid out correctly, fully stocked, and genuinely guest-ready, not just clean. Second, looking after guests directly: welcoming them, answering their questions, sorting out problems on site, and finding ways to make their stay better.

You will be the person who knows The Hesdin Way inside out, trains others in it, and helps shape what it looks like as the estate develops.

You will need to be confident using computers and digital systems. Record keeping, booking and guest information, visual training tools and communication through our operational systems are all part of the day-to-day job.

Key Responsibilities

The Hesdin Way & Property Standards

• Become the estate expert in The Hesdin Way and be its most visible champion.
• Inspect properties before guest arrival to check they are laid out, dressed and presented to the Hesdin standard.
• Check that property-specific set-ups are correct: furniture layout, bedding, towels, welcome items, guest information and finishing touches.
• Check that guest amenities, consumables and property stock are at the correct levels and in the right places.
• Carry out pre-arrival checks and sign-offs where required.
• Pay close attention to the details that separate a property that is clean from one that feels like a Hesdin property.
• Where something is not right, make sure it is corrected before the guest arrives, and report it through the correct process.
• Report maintenance, damage and stock issues promptly and follow up to check they have actually been resolved.
• Keep accurate inspection records, using photographs and digital records where required.

Shaping the Hesdin Experience

• Help define and develop what the Hesdin experience looks like across every property and every stage of a guest's stay.
• Use guest feedback, reviews and your own observations to identify what is working and what could be better.
• Suggest and help introduce improvements to property presentation, welcome touches, guest information and the overall stay.
• Help keep the Hesdin standard consistent across all properties, so a guest gets the same quality wherever they stay.
• Contribute to SOPs, checklists, photo standards and guest-facing materials.
• Give honest, constructive feedback to management about what guests are experiencing and where the gaps are.
• Roll out new collateral and guest experience initiatives on-site.

Training in The Hesdin Way

• Train new and existing team members in The Hesdin Way, so everyone understands not just what needs to be done, but why it matters to the guest.
• Deliver practical, on-site standards training, including property set-ups and presentation.
• Create and keep up to date visual training tools, photo guides and reference materials.
• Check whether training is being applied in practice, not just completed.
• Spot recurring standards issues and recommend where further training or a process change is needed.
• Pass any ongoing performance or conduct concerns to the Housekeeping Manager.

Guest Relations & On-Site Support

• Act as a friendly, knowledgeable point of contact for guests during their stay.
• Deal with on-site guest issues calmly and quickly, whether that is a question about the property, a missing item or something that has gone wrong.
• Take ownership of guest problems through to resolution, involving maintenance, housekeeping or management where needed.
• Know when an issue needs escalating and pass it on promptly with the full picture.
• Record guest issues, requests and feedback accurately so patterns can be spotted and dealt with.
• Handle complaints professionally and honestly, without over-promising.

Understanding Guest Needs

• Find out what guests need before they arrive: the reason for their visit, who is in the party, any accessibility needs, special occasions or specific requests.
• Make sure that information reaches the right people and is reflected in how the property is prepared.
• Anticipate what guests might need during their stay and offer help before they have to ask.
• Build a good knowledge of the estate and the local area so you can give useful recommendations.

Arrivals, Meet & Greets and Phone Contact

• Carry out meet and greets for guests where required, giving a warm welcome and a clear introduction to the property.
• Show guests around key features of their property and the estate, and make sure they know how to get help.
• Make pre-arrival and in-stay calls to guests where appropriate, to confirm details, answer questions and check everything is as it should be.
• Handle guest phone calls, emails and messages promptly and professionally.
• Represent Hesdin well in every interaction, in person, on the phone and in writing.

Upselling & Enhancing the Stay

• Know the full range of extras and add-ons Hesdin offers and recommend them where they genuinely suit the guest.
• Look for opportunities to add to a guest's stay, such as early check-in, late check-out, extra nights, experiences or occasion packages.
• Recommend in a way that feels helpful rather than pushy. The aim is a better stay, not a hard sell.
• Record upsell activity accurately and share what guests are asking for, so the offer can be developed.
• Encourage repeat stays and positive reviews by making sure guests leave with a great impression.

Systems, Records & Communication

• Use Hesdin's digital systems confidently and accurately.
• Keep inspection, guest contact and issue records up to date.
• Be confident using email, spreadsheets, shared documents and other workplace software.
• Make sure important information gets to the right person, at the right time.
• Work closely with housekeeping, maintenance, guest services and management so the whole team has an accurate picture of what guests are experiencing.
• Raise concerns early, before they turn into guest-facing problems.
• Adapt quickly to new systems and technology introduced by the estate.

What We Are Looking For

We are looking for someone who is warm with guests, sharp on detail, and confident enough to point out when something is not right.

You should:

• Have experience in hospitality, guest services, accommodation or a similar customer-facing role.
• Have exceptionally high standards of cleanliness and presentation.
• Have excellent attention to detail.
• Be naturally good with people, calm under pressure and comfortable dealing with guest problems.
• Be confident on the phone and in person.
• Be comfortable recommending extras and upgrades in a natural, helpful way.
• Be confident training others and giving clear, constructive feedback on standards.
• Be practical and solutions-focused.
• Be comfortable in a fast-paced environment, particularly on changeover and arrival days.
• Be highly organised and able to prioritise competing demands.
• Be computer literate and comfortable with spreadsheets, digital checklists, email and shared documents.
• Be reliable, proactive and able to work independently.
• Care deeply about the guest experience and the presentation of our properties.

Experience in a training role, or of upselling in a hospitality setting, would be an advantage.

The Person

This role is not about checking whether a room has been cleaned. It is about making sure a guest's stay feels like a Hesdin stay.

You should naturally ask: "Is this good enough for a Hesdin guest?"

If the answer is no, you are the person who notices it, deals with it and makes sure it does not happen again.

You will be the person guests remember, the one who welcomed them, solved their problem, or suggested the thing that made their stay. You will also be the person the team turns to when they want to know how something should be done the Hesdin way.

Key Measures of Success

Success in this role will be shown through:

• Properties consistently presented and stocked to the Hesdin standard before arrival.
• Improved guest reviews and feedback scores.
• A reduction in guest complaints and recurring on-site issues.
• Guest issues resolved quickly and properly followed up.
• Growth in upsell and add-on take-up.
• Repeat bookings and positive guest comments about their welcome and stay.
• Team members consistently delivering The Hesdin Way following training.
• Accurate and timely inspection, guest contact and issue records.

How to Apply

IMPORTANT: Applications are accepted through the official form only. Emails, SMS, WhatsApp messages, or any other form of outreach will not be reviewed or responded to. If you would like to be considered for this role, please apply exclusively via the form link below.

Before we set up a call, we'd love a short video from you so we can get a feel for how you think and how you'd operate at this level. The video is a required part of this application, so if you are not able to record one, please do not complete the form, as we won't be able to move you forward without it.

Please complete our application form here: https://forms.gle/65hJ4vdNYGt4fixHA

What to cover in your video

• Your background. Walk us through your hospitality experience, especially anything around property standards or getting a place guest-ready.
• The Hesdin Way in action. Tell us about a time you set a standard and got others to actually meet it, not just on paper.
• A guest problem turned around. Share a complaint that could have gone badly and how you handled it.
• A natural recommendation. Tell us about a time you suggested something extra to a guest in a way that improved their stay without feeling like a sell.

How to submit

• Record a video roughly 5 to 7 minutes long
• Upload it to Loom, YouTube, or Google Drive, and set the link to "Anyone with link can view"
• On the form, share your video link, your CV, and anything else that shows how you operate (a case study, an SOP you've written, a deck you've built)

Complete the form here with your video link, portfolio or samples, and CV: https://forms.gle/65hJ4vdNYGt4fixHA

Reporting Structure

Reports to: Creative Director / Estate Manager / General Manager

Works closely with: Housekeeping Manager, Housekeeping Team, Maintenance Team, Guest Services Team and wider Estate Management.

This role has no line management responsibility. It supports the housekeeping team through training and standards, and supports guests directly through every stage of their stay.

Pay: £14.25 per hour

Work Location: In person