Our Guest Relations Advisors are resilient individuals that have the customer at the heart of everything they do. Able to deliver a world-class customer service, at the same time have a genuine thirs...

Role: Guest Relations Advisor  

Reports to: Guest Relations Team Manager

Contract: Full-Time, 6-Month- Fixed Term Contract - possible longer opportunities available on completion of contract.

Salary: £19,500pa -- we are currently running a summer incentive for all of those that join us, if you successfully complete the full duration of the contract we are offering a financial reward + a monthly financial incentive of up to £100 (based on KPIs).

Location: Chiswell Court, Dunstable

If you are a resilient, customer focussed person who loves to engage with people, and resolve issues, then our Guest Relations Advisor role could be the perfect opportunity for you.  Our Customer Contact Centre is an integral part of our Support Centre, acting as the link between our customers and operations team members.  It is also a fantastic way to springboard your career with Whitbread, we have countless examples of people joining the team and progressing within our business.   Although these roles are initially fixed term contracts, we are confident there may be longer term opportunities within the team.

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.

Inside the role:

• 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

Open to you:

• Excellent customer service
• We’re looking for excellent spoken and written skills
• High level of resilience
• A naturally and focused team player who has a professional approach and can work effectively autonomously as well as collaboratively as part of a team 
• Proactive attitude with the ability to problem solve
• Good data capture and administration skills
• Good listening skills
• Able to work to targets

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

• A market competitive base salary + up to 10% annual bonus
• Sharesave scheme
• A collaborative work culture that focuses on supporting your success
• A flexible working policy you can rely on
• Individual BUPA healthcare
• Optional contributory pension matched up to 10%
• Up to 25% discount off our brands

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, strongly believing that everyone is unique and there should be no limits to ambition. We welcome your application whatever your background or situation. We are open to flexible working and, where possible, will try to support this.

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.