Who we are Welcome to Ascot where tradition meets innovation and excitement is the heartbeat of our business. We are a destination for over 500,000 guests each year where passion, elegance, and celebration converge and it is our team of behind-the-scenes heroes that bring every intricate detail to life. As one of the world's leading racecourses, Ascot is renowned for its rich heritage spanning over 300 years. But we are not bound by the past; we're driven by the pursuit of excellence in everything we do. From hosting our flagship event, Royal Ascot, to pioneering sustainable practices, we are committed to building a Global lifestyle brand, wrapped around the world class horse racing we run. At Ascot we believe in preserving the beauty of our surroundings and minimising our ecological footprint. From eco-friendly initiatives to community engagement programs, we strive to make a positive impact on both the environment and the lives of those around us. What we are looking for We are currently seeking a Senior Guest Feedback Executive to join our Guest Feedback Team, based in our offices at the racecourse in Ascot, Berkshire. This is a temporary role and you will need to be available to work 9 June to 22 August 2025. What you’ll be doing To assist with the guest feedback process during Royal Ascot. Fielding phone calls, taking messages, collating responses from internal departments, responding to guest emails, leading the Guest Feedback team. Principal Responsibilities • Reporting directly to the Corporate Communications Manager. • Acknowledging guest emails/enquiries. • Fielding phone calls & taking messages. • Liaising with internal departments to collate feedback for responses. • Logging complaints on internal ZenDesk platform. • Composing email/written responses to guests using standard templates. • Managing/supervising workflow of the Guest Feedback team. Other Responsibilities • Additional duties that may be required. • Support Racedays as applicable. • Such other duties as the Company may, at times, reasonably require. Skills and experience you can bring • Customer service experience desired. • Experience of supervising staff. • Ability to work in a pressurised environment. • Intermediate word, excel & outlook. • Experience using CRM or similar systems desirable. • Excellent English and grammar. • Letter writing experience. • Excellent attention to detail. • Ability to work as part of a team. What you can expect from us • Complimentary parking. • Complimentary lunch on racedays. • Discounted race day tickets for friends and family. • Discount at the Ascot Shop. What sets us apart from the rest We take pride in our commitments to make a positive change for now and future generations to come, whether through our Diversity and Inclusion strategy and training programmes, or our award-winning ‘Racing To Zero’ sustainability actions. Our Diversity and Inclusion Vision We are committed to ensuring guests from all backgrounds and communities feel welcome at the Racecourse and are working to ensure our internal teams are nurtured within a supportive and inclusive environment. Our mission is to eliminate discrimination and prejudice of any kind at our venue and throughout our business. By educating and implementing meaningful actions across all that we do, we can make certain that Ascot is a place for everyone to enjoy. As an equal opportunities employer, Ascot Racecourse is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join our company. Closing Date The closing date for this vacancy is Wednesday 30 April 2025. We reserve the right to close this vacancy early should a suitable candidate be identified. For assistance with your application or should you require an alternative application format, please contact [email protected]