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.

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.

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.