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Reservation Agent - Fixed Term

Contract type

Fixed Term, Permanent


Customer Service & Customer Contact Centre



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 - Fixed Term – Guest Support

Hours:                          Monday – Friday, 9am-5pm (subject to future changes, full flexibility required)

Salary:                         New Salaries for 2022 - £19,000 pro rata plus monthly incentives and other benefits of working for a FTSE 100 company

Employment Type:      Full-Time & Part-Time (30 hours and 37.5 hours) with excellent opportunities across Whitbread with Fixed Term Contracts starting in July 2022

Location:                     Dunstable 

As a Reservations Agent you will be part of our customer eccentric team based in a lively and fast paced Contact Centre. Whether it’s a last-minute booking or a simple enquiry, our goal is to provide a personable service to the many customers and future guest that contact us daily, no two calls are ever the same so be prepared to bring your individual personality and perspective on what great service looks like, we will teach you the rest!


Your wellbeing is priority and is why we have created a Covid secure environment and adjusted our operating hours.


Inside the role:

Our Reservations Agents demonstrate a passion for excellent customer service, converting calls into bookings for our Hotel and Restaurant brands. You will be the first point of contact; our guests have with the Whitbread brand so being able to build rapport and trust is crucial.

We will support building your knowledge of Premier Inn and associated brands allowing you to confidently demonstrate a genuine care for our guests.


What you will be doing:

  • Becoming part of the Premier Inn family means learning how to provide a market leading, world class customer experience.
  • Listening to our customer and extracting information to further understand their needs
  • Have a natural flair for problem solving, you will be able to ensure that even the most challenging requests can be resolved.
  • Utilise the resources available to provide a variety of options that matches their needs.
  • Handling calls with a confident, friendly, and professional telephone manner and ensure that all queries are resolved
  • A transparent communication style will guarantee our policies and T&C’s
  • Working towards your own as well as team objectives and targets.
  • Having a commercial mindset to generate quality revenue opportunities to meet business objectives


What we are looking for:

  • Proficient English, both written and spoken
  • Motivated to work towards targets
  • Strong and confident with an engaging telephone manner and natural ability to build rapport
  • Confident using many different computer programmes
  • Good time management skill with the ability to balance priorities whilst maintaining a high standard
  • Ability to multitask and problem solve simultaneously
  • A persistence and can-do attitude
  • Preferably worked in similar environment however not essential
  • Ability to be flexible with work hours, including working shifts, weekends and bank holidays

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.

 We are an equal opportunities employer, and we welcome applications from all suitably qualified persons

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.

Job ref:



05 May 2022

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