At a Glance
- Tasks: Handle guest enquiries and manage reservations to create outstanding experiences.
- Company: Join an award-winning hospitality group known for exceptional service.
- Benefits: Enjoy discounts, extra holidays, and a supportive work environment.
- Other info: Flexible hours with opportunities for growth in a dynamic team.
- Why this job: Be part of a team that values warmth and customer satisfaction.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 9.9 - 12.1 £ per hour.
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
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
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...
#LI-LA1
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 respect, warmth, and customer focus. With unique benefits such as paid breaks, generous discounts, and a commitment to employee development through the Lead-Inn programme, team members are empowered to grow in their careers while enjoying the stunning locations across the North of England and Wales. Join an award-winning team recognised for its dedication to making people happy, where every project contributes to creating memorable experiences for guests.
StudySmarter Expert Advice🤫
We think this is how you could land Reservations Agent in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Inn Collection. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The Inn Collection before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Reservations Agent in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The Inn Collection:Your cover letter is your chance to shine! Tell us why you want to work at The Inn Collection specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The Inn Collection!
How to prepare for a job interview at The Inn Collection
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
