Guest Relations Advisor

Role:                            Guest Relation Advisor

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

Salary:                         New Salaries for 2022 -  £20,500 pa + monthly incentives and financial reward, raising up to £23,000 after progression.

Employment Type:      Fixed Term Contracts with excellent opportunities across Whitbread starting June 2022.

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 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.