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Reservation Agent Full Time

at Whitbread Luton in Luton (Published at 26-07-2021)

As a Reservations Agent within our vibrant and fast paced contact centre you will bring your individual personality to ensure all our customers have a world class experience with the customer always a...


Role: Reservations Agents ? Guest Support



Salary: £18,360 pa +
monthly incentives and other benefits of working for a FTSE 100 company - we are currently running a summer incentive for all of those that join us and successful complete the full duration of the contract by offering a financial reward.

Employment Type: Full-Time, 4-month Fixed Term Contract starting August 2021 - possible longer opportunities.



Location: Chiswell Court, Dunstable

As a Reservations Agent within our vibrant and fast paced contact centre you will bring your individual personality to ensure all our customers have a world class experience with the customer always at the heart of what you are doing.



Inside the role:



We are looking for lively, energetic people who demonstrate a passion for excellent customer service, as well as having a natural curiosity, to join our Reservations Contact Centre team as a Reservations Agent, converting calls into bookings for our Hotel and Restaurant brands. Ensuring our guests have a world class experience is our number one priority; they are at the heart of every decision we make. You will be the first point of contact guests have with the brand, building rapport and trust quickly over the telephone, making them life-long customers. Through listening to their requirements and asking questions to further understand their needs when staying with us you will scour all resources available to you to provide several different options to the guest that closest matches their requirements. You will have a confident, friendly and professional telephone manner and ensure that all queries are resolved in a timely manner. With a natural flair for problem solving, you will be able to ensure that even the most challenging requests can be resolved. Your honest and transparent communication style will guarantee our policies and T&Cs are adhered to, safeguarding the business whilst working towards your own KPIs.



Becoming part of the Premier Inn family means learning how to provide a market leading, world class customer experience. Your knowledge of Premier Inn and associated brands will allow you to take a consultative approach to queries and demonstrate a genuine care for the guest in turn generating quality revenue through ensuring the guest is offered the right product for them. Your ability to influence is second to none and having a commercial awareness and understanding of your internal stakeholder?s activity will support the business in meeting its KPIs and ambitious growth plans.



So, if you see yourself inspiring our guests, driving revenue for our hotel and restaurant brands and being part of the Premier Inn family, we would love to hear from you today. Come and be part of our Contact Centre community.



Open to you:



  • Proficient English, both written and spoken

  • Motivated to work towards targets

  • Strong, confident and engaging telephone manner

  • Confident using many different computer programmes simultaneously
  • Good time management and ability to balance priorities whilst maintaining professional standards

  • Responsible attitude

  • Ability to build rapport

  • Strives for excellence

  • Ability to problem-solve

  • Genuine in really caring about the customer

  • Confident with striving to be the best in all you do

  • Committed to work hard with everyone

  • Resilience

  • Flexible to work shifts within our core hours of Monday through to Saturday 8am until 8pm and Sunday 10am until 6pm, including bank holidays (WE ARE CURRENTLY WORKING WITHIN AMENDED OPENING HOURS OF 9-5 MONDAY TO FRIDAY IN A COVID SECURE ENVIRONMENT, HOWEVER THIS IS SUBJECT TO CHANGE).

In return for your commitment, we?ve got some great benefits to offer:


  • Sharesave scheme

  • A collaborative work culture that focuses on supporting your success

  • Up to Family Cover BUPA healthcare

  • Optional contributory pension matched up to 10%

  • Up to 25% discount off our brands


From the moment you enter you feel the energy, pace and excitement. These are the people finding the right solutions and delivering the smiles far and wide, from our loyal brand supporters right through to Whitbread newbies. Giving our Premier Inn guests the experience they deserve is what we stand for here. Join an environment that just keeps on giving, with opportunities to take your career in new directions with our backing. Influence the future of our customer service operation as we enter new areas and locations across the globe.

We?re 1,200 hotels and restaurants in the UK, Germany and the UAE, but we?re more than that. We?re the 35,000 people supporting our brands every day. The ones sourcing the nation?s favourite breakfast, plating up family favourites, and the great night?s sleep guaranteed people. We?re also always preparing for new openings, looking ahead and revamping our online presence. We do it for our guests, and it?s the details that keep them returning time and time again. We could be at the end of their road, their trusty choice for business trips, or we could be the place they associate with big celebrations up and down the country. We?re a constant in a changing world, and we?d love you to join us. Bring your energy, ideas and sense of fun, we?re waiting and so are our brands.

Whitbread is an inclusive employer. We believe that everyone is unique and there should be no barriers to entry and no limits to ambition. We welcome your application whatever your background or situation. Under-represented groups such as women, ethnic minorities, people with disabilities & members of the LGBTQ+ community (those who identify as gay, lesbian, bi-sexual, trans sexual, non binary or use another term), are strongly encouraged to build a career with us. We are open to part-time and flexible working and, where possible, will try to support this.



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