You'll Fit Right Inn...
The Inn Collection Group is a fast-growing, award-winning hospitality business with a diverse portfolio of inns across the North of England and Wales. We are passionate about delivering exceptional guest experiences and fostering a culture of teamwork, excellence, and continuous improvement.
As a Central Reservations Agent, you will play an important role in creating outstanding guest experiences from the very first interaction. Working within our busy Central Reservations team, you will handle a wide range of guest enquiries, including new bookings, reservation amendments, and post-stay feedback. You will act as a key point of contact for our guests, ensuring every enquiry is managed professionally, efficiently, and with a genuine commitment to excellent customer service.
ACCOUNTABILITIES AND RESPONSIBILITIES:
- Respond to guest enquiries via telephone, email, and other communication channels.
- Manage new reservations, booking amendments, cancellations, and general booking enquiries.
- Assist guests with post-stay feedback and customer service enquiries.
- Provide accurate information about our inns, facilities, offers, and services.
- Deliver exceptional customer service, ensuring every guest interaction reflects The Inn Collection Group's values.
- Maintain accurate guest and reservation records using hotel reservation systems.
- Work collaboratively with inn teams and internal departments to resolve guest enquiries and ensure a seamless customer experience.
- Meet individual and team performance targets while maintaining high service standards.
REQUIRED SKILLS:
- Excellent verbal and written communication skills.
- A passion for delivering outstanding customer service.
- Strong organisational skills with the ability to manage multiple tasks and priorities.
- Ability to work effectively in a fast-paced environment.
- Positive, proactive, and professional approach to guest interactions.
- Strong attention to detail and accuracy.
DESIRABLE EXPERIENCE
- Previous experience in a reservations, hospitality, contact centre, or customer service role.
- Experience using hotel reservation systems or booking software (full training will be provided).
WORKING HOURS
This is permanent subject to a 6 month probation period, with the opportunity to become permanent subject to business needs and performance.
The Central Reservations office operates:
- Monday to Friday: 9:00am – 7:00pm
- Weekends: 9:00am – 5:00pm
This role is a 20-hour week. Flexibility is required, including evening and weekend shifts on a rota basis.
Why Join Us?
No two days are the same in our busy Central Reservations team. If you're enthusiastic, customer-focused, and enjoy helping people, we'd love to hear from you. We think you'll fit right inn...
