At a Glance
- Tasks: Handle guest enquiries and manage reservations with a focus on exceptional customer service.
- Company: Join an award-winning hospitality group known for its welcoming atmosphere.
- Benefits: Enjoy discounts, extra holidays, and support for your well-being.
- Other info: Flexible working hours with opportunities for growth in a fast-paced environment.
- Why this job: Be part of a dynamic team that creates memorable experiences for guests.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 25000 - 30000 £ per year.
What makes the perfect pub? It’s great ales, delicious food, a welcoming atmosphere, and the warm welcome from a team that’s at the heart of everything we do. The Inn Collection Group is a multi-award-winning pubs with rooms company, proudly located in some of the most outstanding destinations across the North of England and Wales. At ICG, we deliver exceptional hospitality by living and breathing our core values of respect, customer focused, warmth, and honesty, all with the goal of Making People Happy.
How we say thank you!
- Celebrate your birthday with an extra paid holiday.
- Enjoy 50% off food at any of our Inns.
- Relax with a stay at any of our Inns during January, February, and March for just £1.
- Take advantage of the chance to explore our beautiful locations, with 1/3 off room bookings all year round.
- Experience a spontaneous trip away with £50 on same day bookings.
- It’s not just for you—your loved ones can enjoy 15% off bed and breakfast too!
- 24/7 confidential support is always there when you need it with our Employee Assistance Programme.
- Contribute to a company that gives back through our Give-inn back scheme.
- Join an award-winning team recognised as the Best Pub Employer at the Publican Awards.
- Enjoy the convenience of free on-site parking.
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...
Reservations Agent in Newcastle upon Tyne employer: The Inn Collection
The Inn Collection Group is an exceptional employer, offering a vibrant work culture that prioritises teamwork and excellence in hospitality. With generous benefits such as extra paid holidays for birthdays, substantial discounts on food and accommodation, and a supportive Employee Assistance Programme, employees are valued and encouraged to grow within the company. Join an award-winning team recognised for its commitment to making people happy, all while working in some of the most beautiful locations across the North of England and Wales.
StudySmarter Expert Advice🤫
We think this is how you could land Reservations Agent in Newcastle upon Tyne
✨Get Involved in Local Events
Check out foodie festivals, farmers' markets, and local fairs in your area. These are perfect opportunities to meet restaurant owners and managers face-to-face, and they often look for part-time help during busy seasons.
✨Join Hospitality Groups
Connect with local hospitality groups on social media platforms like Facebook or Instagram. These communities frequently post about part-time job openings that aren’t advertised elsewhere, plus it’s a great way to engage with the food scene in your area!
✨Show Up in Person
For part-time roles in the hospitality sector, don't underestimate the power of a walk-in. Grab your best smile and pop into local cafés or restaurants with your CV in hand. It shows initiative and can really make you stand out!
✨Apply Through Our Website!
Don’t forget to check out the openings at The Inn Collection and apply directly through our website! We love seeing friendly faces and you’ll be surprised how many part-time roles pop up that may not be listed on job boards.
We think you need these skills to ace Reservations Agent in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Service Skills:In the hospitality and food service industry, showcasing your customer service experience is key. Be sure to highlight relevant roles in your CV or cover letter where you’ve directly engaged with customers—this could be from previous waitressing, barista jobs, or any roles that involved teamwork and communication. You want to convince us at The Inn Collection that you can keep it cool under pressure!
Certifications Matter:If you’ve got any hospitality-related certifications—like food safety or first aid—definitely mention those! Including these credentials can set you apart from other applicants. It shows us that you're serious about the health and safety standards we maintain here at The Inn Collection.
Flexibility is Your Friend:Since this is a part-time role, we’re looking for someone who can work various shifts. In your application, it’s useful to outline your availability clearly. Make it easy for us to see when you can jump in and help out—this shows that you’re committed and ready to adapt!
Let Your Personality Shine:In hospitality, personality plays a vital role. Use your cover letter to share why you’re passionate about food service and what brings you joy in helping customers. A personal touch can make your application memorable and help us at The Inn Collection get a sense of who you are beyond your experience!
How to prepare for a job interview at The Inn Collection
✨Show Off Your People Skills
In hospitality, your ability to work with customers and team members is crucial. Be prepared to share stories that highlight your experience in handling customer service situations, especially any tricky ones. We want to hear how you turned a potentially negative experience into a positive one!
✨Know the Menu Inside Out
You might get quizzed on the menu items or asked about your favourite dishes. Brush up on any special offerings at The Inn Collection and demonstrate genuine enthusiasm for their food. This shows you’re not just looking for any job, but you’re genuinely excited about working with their team.
✨Flexibility is Key
As you're going for a part-time role, emphasise your availability and willingness to work various shifts. Mention any instances where you've gone above and beyond for scheduling or helped out during busy times. This flexibility can make you stand out from the crowd!
✨Role-Play Scenarios
Be ready for role-play scenarios during your interview! Employers love to see how you handle on-the-spot situations, like dealing with a dissatisfied customer or managing a specific request from a patron. Practising these scenarios with friends can help boost your confidence.
