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Guest Relations Advisor - Permanent

Contract type

Fixed Term


Customer Service & Customer Contact Centre



This is a Permanent opportunity either Part-Time or Full-Time to become a Guest Relations Advisor in our team, these are resilient individuals that have the customer at the heart of everything they do...

Role:                            Guest Relation Advisor

Hours:                         16, 20, 37.5 & 30 hours (subject to future changes, full flexibility required)

Salary:                         £19,500 pa + monthly incentives and financial reward

Employment Type:      Full-Time & Part-Time Permanent & Fixed Term Contracts with excellent opportunities across Whitbread

Location:                     Dunstable 


Our Guest Relation Advisors are on the frontline supporting our customers experience whilst visiting one of our 1200 hotels! You will be handling a high volume of calls and emails, each conversation different to the next so it never a dull moment. As part of a resilient team, you will be solution focused to ensure out guest get the best experience possible

Your wellbeing is priority and is why we have created a Covid secure environment and adjusted our operating hours from Monday – Friday, 9am-5pm (subject to future changes so full flexibility is required)

What you will be doing:

You will have guests at the heart of everything you are doing

Dealing with large phone and email volumes

Keep accurate records of guest interactions and transactions

Ensure guest expectations are appropriately managed when dealing with contacts. Leave each guest with a clear understanding of the next steps they are to expect and follow up to ensure promises made are delivered

Ensure wherever possible, guests are fully satisfied with the resolution of their complaints, using agreed Premier Inn guidelines and where necessary, use your initiative to solve problems.

Be able to work to KPIs

What we are looking for:

Proficient English, both written and spoken

Motivated to work towards targets

Strong, confident and engaging telephone manner with a 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, with some customer interaction either face to face, phone or email.

Ability to be flexible with work hours, including working shifts, weekends and bank holidays at some point in the future.

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.

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




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:



18 Jan 2022

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