Guest Experience Specialist

Shape the future of guest experience at one of London's most loved bakery brands.

At Ole & Steen, great hospitality continues long after a guest leaves our stores. We are looking for a Guest Experience Specialist to own and elevate how we respond to guest feedback across email, phone, and digital channels.

This is not an in-store, customer-facing role. Instead, you will be the central expert for guest communications — ensuring every interaction reflects our warm, human brand voice, and turning feedback into meaningful improvements across the business.

You will take full ownership of reactive guest communications — from first contact through to resolution — ensuring every case is handled with empathy, professionalism, and efficiency.

Beyond resolution, you will analyse feedback data, identify trends, produce reports, and influence decisions across Operations, Marketing, and Central Production. This role calls for independence, confidence, strong communication skills, and the ability to collaborate with stakeholders at all levels.

• Manage all inbound guest feedback via email, phone, and digital platforms
• Provide timely, empathetic, and solution-focused responses
• Take full ownership of cases through to resolution
• Act as the internal expert for app-related guest enquiries
• Manage guest compensation processes within agreed guidelines
• Develop and maintain consistent communication standards and procedures

• Gather, analyse, and interpret guest feedback data to identify patterns, risks, and opportunities
• Produce regular reports with clear insights and actionable recommendations
• Present findings confidently to General Managers, Operations Managers, and central teams
• Use data to support and influence decision-making across the business
• Deliver a weekly report demonstrating trends, actions taken, and improvements made
• Confidently challenge processes where improvements are needed
• Plan and manage your own workload independently
• Optionally work from stores to maintain a connection with the guest experience

We welcome applicants from all backgrounds who share our passion for warm, human hospitality — even when delivered remotely.

• Experience in hospitality, retail, or a customer service environment — this is essential
• Strong experience handling customer enquiries or complaints remotely (email and/or phone)
• Excellent written and verbal communication skills
• A confident, people-first approach when engaging with stakeholders across different roles and seniority levels
• Strong analytical skills — you know how to gather data, spot trends, build reports, and communicate findings clearly
• The confidence to present insights and support data-informed decisions
• An interest in technology and the ability to support guests with app-related queries
• The ability to work independently, manage your own time, and priorities effectively
• A constructive mindset — you are not afraid to challenge the status quo when it leads to better outcomes
• Experience with feedback platforms, loyalty apps, or digital customer systems is a bonus but not essential.

This is a unique opportunity to directly shape how we care for our guests across London.

• Own a meaningful role with real impact across the business
• Work cross-functionally alongside Operations, Marketing, and Central Production
• Develop expertise in guest experience strategy and data-driven improvement
• Be trusted to lead your role and contribute to something people genuinely love