Guest Experience Executive Canopy Stars

A bit about us.

There are four brands under the Sawdays umbrella all of which focus on different aspects of special places to stay. Sawdays features selfcatering places hotels B&Bs and pubs while Canopy & Stars is home to treehouses cabins yurts and other unusual spaces. The third is Paws & Stay offering amazing dog friendly places and the fourth is Crown & Canopy our consultancy team who take owners from bare fields to incredible builds.

The group is 52 employeeowned with the rest made up of a Charitable Trust and the founding family. Were proud to be B Corp certified and recognised by them as one of the top 5 places in the world for employees.

We are leaders in sustainable and ethical travel and every team in our business plays a vital role in achieving our impact goals. Our Impact Report outlines our fiveyear strategy and annual objectives which form the foundation of our companywide approach. These goals drive every decision we make and we expect all team members to contribute to their success as part of our shared mission.

This role involves working across Canopy & Stars and Paws & Stay.

Your role

We are looking for someone friendly bright and cheerful with genuine passion for what we do and of course effortless and amazing customer service skills to help our guests find quirky places theyll love.

Job title

Guest Experience Executive

Reports to

Guest Experience Manager

Works with

Guest Experience Team for Canopy and Stars & Paws and Stay

Main tasks and responsibilities

• Handling telephone email and live chat enquiries.
• Helping guests find special places to stay matching their specific requirements.
• Taking and processing new bookings.
• Managing existing bookings including amendments and cancellations.
• Working with the guest experience manager to resolve guest feedback in a professional manner with great empathy diplomacy and positivity.
• Communicating with the owners of our spaces to manage guest requests both before and after booking.
• Understanding how and when to refer these requests to our owners team.
• Helping to develop internal processes and systems by engaging in the reporting and analysis of trends and anticipating the oftencomplex needs of owners and guests.
• Providing admin support across the company as required.
• Visiting new or existing spaces to advise owners on how they can improve their space and their overall guest experience.
• To be a consistent and constant guardian to the Canopy & Stars brand values.
• Sustainability & Ethics Guardianship: We are leaders in sustainable and ethical travel and every team in our business plays a vital role in achieving our impact goals. Our Impact Report outlines our fiveyear strategy and annual objectives which form the foundation of our companywide approach. In this role youll be responsible for considering these goals with every decision we make as a business whilst supporting initiatives which contribute to the success of our shared mission.

Experience and skills
Necessary:

• A passion for travel and the kind of holidays we promote
• To thrive as part of a hardworking fastpaced team and as an individual
• Someone who is proactive enthusiastic helpful and ready to get stuck in with a cando attitude
• Have excellent written and spoken communication skills with a friendly outgoing and professional manner
• Have excellent organisational and time management skills
• To be confident in taking initiative and making decisions
• Experience in dealing with sometimes challenging situations and seeking fair resolutions
• To be able to deal with all situations in a calm confident and professional manner
• Previous experience in using multiple computer systems such as Salesforce Helpscout and booking platforms

Desirable:

• Driving licence or access to reliable transportation
• 1 years in a customerfacing role

Hours salary & benefits

• 25.5k per annum pro rata
• 25 days holiday per year pro rata plus bank holidays
• Parttime 22.5 hours 3 days per week to include 1 Saturday per month
• Flexi time and hybrid working with the option to work some time from home as well as the office (needs to be commutable from Bristol)
• Company pension scheme with enhanced employer contributions at 4 and an optional salary sacrifice scheme
• An employeeowned company: after your introductory period you will be eligible to a share of any dividends
• A special place to work: a colourful upcycled recycled open plan office on Bristols buzzing harbourside
• DEIBA Team: a team focused on diversity & inclusion efforts for our employees and customers
• 290 per year towards staying in one of our special places
• 20 employee discount and 10 family & friends discount on UK based Canopy & Stars breaks 15 discount on EU based breaks
• 15 employee discount and 8 family & friends discount on Paws & Stay breaks in the UK.
• Enhanced maternity and paternity pay
• A volunteering day per year
• A Climate Journey Day policy which gives you the opportunity to earn up to two paid days per year to travel to and from a holiday destination using lowcarbon transport.
• Employee benefits such as an additional wellness day to take each year and use on an activity of your choice a quarterly wellness budget plus much more
• Social and wellbeing events held throughout the year

Applications

• Applicants need to be within a commutable distance of Bristol for in office working
• Closing date for applications: 18 April 2025

Our behaviours and values

How we work is just as important as the success we achieve at Sawdays. During your time with us you will be expected to treasure protect and embody our behaviours and values every day.

We celebrate quirkiness and difference

We dance to the beat of our own drum

We encourage curiosity and creativity

We champion individuality and the special

We follow head and heart

We are solidly commercial while flexible and human

We are empathetic generous and supportive

We make ethical holistic longterm decisions

We do important things brilliantly

We use business as a force for social environmental and economic good

We are committed to our craft and deliver with ambition and purpose

We relish our role in sustaining a happy healthy world

We bring positive energy

We foster a genuine spirit of togetherness and family

We take pleasure in empowering and delighting others

We are driven to learn grow connect and contribute

Finally

We place a strong emphasis on ethics people and the environment and it is important to us that you understand strongly identify with and are able to develop the company ethos.

We are proud to be an equal opportunity employer and an inclusive company where diverse backgrounds and perspectives are valued and where everyone can bring their full authentic selves to work.

As a Disability Confident Employer we offer a guaranteed interview to any disabled candidate who meets all the Necessary skills listed above and is a commutable distance from the office.

If you need any further assistance with your application or require the application form in a different format please contact Charlotte Bennett on or 0.