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...

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...