Premier Inn Hotels

Specialist Reservations Agent - Group Bookings Team

England, Bedfordshire, Luton
£18000 per annum + Plus bonus and benefits
13 Oct 2016
20 Oct 2016
Whitbread PLC
Job Type
Full Time
Specialist Reservations Advisor - Group Bookings

Full time, permanent, £18,000pa


Premier Inn is the UK's largest hotel chain and is part of the UK's leading hospitality company in the FTSE100, Whitbread PLC. With over 740 hotels and more than 65,000 rooms across the UK and Ireland, we have grown rapidly, and have been named the UK's top rated hotel chain by the "Which? Hotel Chain Report 2015". We have set ambitious growth plans and by 2020, we plan to increase the size of Premier Inn to around 85,000 UK rooms, as well as expanding our international presence to 50 hotels.

Our Group Reservations Team is responsible for ensuring all group bookings are managed with the same care and attention as our individual reservations - and that each group booking is made to the relevant terms and conditions to guarantee a great nights sleep and exceptional Premier Inn experience! The team manages all arrangements, amendments and cancellations up until arrival dates building excellent relationships with our guests every step of the way to ensure even the most complex requirements are managed to our exceptional standards.

Some of your key areas of focus will include;

* Being accountable for providing excellent professional support in dealing with guests, ensuring all group enquiries are resolved efficiently, effectively and within the department's service level commitment guaranteeing an excellent Premier Inn experience
* Ensuring guest expectations are managed regarding availability, flexibility, dates and hotel amenities. Leaving each guest with a clear understanding of the next steps and following up to ensure promises made are delivered every time
* Engaging with our hotel site teams as appropriate to ensure 100% accurate information is provided to our guests prior to their stay to ensure a positive Premier Inn stay
* Supporting the brand to drive the business strategy forward, maximising on appropriate opportunities to increase revenue and perform to relevant targets
* Building excellent working relationships with internal departments including Operations, Revenue Management, Guest Relations and Central Reservations

We would love you to apply because you;

* Have a passion for, and experience in, delivering excellent customer service in an inbound or outbound contact centre environment
* Because you are looking for an exciting sales role where you get the opportunity to expand upon your existing customer skills and drive results
* Have exemplary understanding of English grammar and are confident building rapport over the phone and providing exceptional and professional written support too
* Have a high standard of both verbal and written communication
* It goes without saying - but excellent listening skills to capture every detail our guests need and a professional telephone manner is vital
* Have the ability to remain calm, confident and knowledgeable under pressure - booking for large groups can be both complex and demanding to ensure each guest receives a great Premier Inn experience and you will need to prioritize your own workload effectively
* Have good data capture and administration skills - ideally intermediate experience of Word and Excel
* Have high attention to detail to manage each booking, but also to support other departments too
* Are looking for a full time role (37.5hrs per week) Monday - Friday 8:30am - 5:30pm

A bit more about us;

Not only is Whitbread growing, we're also innovating, and have developed and introduced our new high-tech band, 'hub by Premier Inn', which represents the most significant format modernisation in UK hotels in many years. The first hotel, which opened on St Martin's Lane, Covent Garden in November 2014, has already won awards for its innovative technological design, and was awarded a BREEAM 'Outstanding' rating, currently the only hotel in the UK to have achieved this.

At Whitbread, we are fully committed to growing legendary brands through building a strong customer heartbeat and innovating to stay ahead. We are dedicated to our core values; being genuine, confident and committed, and are proud of our winning teams, who make everyday experiences special for our customers.