Guest Relations Advisor - full time - GBP18,000 - GBP21,000pa
Guest Relations AdvisorPremier 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 700 hotels and more than 60,000 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.To support our customer centric growth and brand strategy we are looking for talented, driven professionals with a passion for customers to join our fast-paced Guest Relations team as a Guest Relations Advisor based out of our Premier Inn HQ near Luton.As a Guest Relations Advisor your key areas of responsibility will include; * Being accountable for providing excellent professional support and empathy to our guests - whether by telephone or email * Ensuring all contacts are resolved efficiently and effectively to conclusion * Owning and taking initiative with each guest contact to identify the best course of action - balancing the guests experience with Premier Inn's brand and commercial interests. * Prioritising serious complaints which could impact Premier Inn's brand reputation, engaging teams across the business to ensure a swift and positive resolution * Ensuring guest expectations are appropriately managed, leaving each guest with a clear understanding of the next steps they are to expect and follow up to ensure promises made are delivered * Engaging with our hotel site teams and other central support teams to identify root causes of complaints and suggest fixesOur Guest Relations team are on an exciting journey to help Premier Inn become the Worlds most loved hotel brand. We would love you to apply because; * You thrive in a customer-dedicated environment - going the extra mile is a walk in the park for you! * You're adept at thinking on your feet - you just love being creative to find solutions * You take pride in remaining calm, confident and knowledgeable under pressure; little fazes you! * You maintain high standards of both verbal and written communication with an exemplary grasp of English grammar * You have a professional, empathetic and positive telephone manner - first impressions really count! * You have an acute eye for detail that supports your excellent data-capture and administration skills * Guest Relations is a vibrant and fast-paced environment; you will have resilience and enthusiasm to be a key player in this integral team * Proven experience providing best-in-class customer service and resolutions * Last but certainly not least, you will be available to work 37.5hrs per week on a rota that covers 5 days out of 7. Our department is open between the operating hours of Monday - Friday 8:30am - 7pm and Saturday /Sunday 9am - 5pmIn return we offer an attractive compensation package including; * Competitive salary and generous bonus scheme * Generous annual leave entitlement * Private healthcare * Pension scheme * Whitbread Sharesave Scheme * Whitbread Privilege Card and a wide range of discountsA bit more about us;Not only are we 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. The success of our first "hub" has lead to several more throughout the country already!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.