At a Glance
- Tasks: Manage high-priority guest complaints with empathy and professionalism.
- Company: Join Whitbread, a leader in hospitality with a focus on guest satisfaction.
- Benefits: Enjoy up to 60% off stays, a matched pension, and flexible working options.
- Other info: Be part of a dynamic team that values your input and growth.
- Why this job: Make a real impact by turning challenges into positive guest experiences.
- Qualifications: Customer service experience and strong communication skills required.
The predicted salary is between 18900 - 23100 £ per year.
Role: Guest Relations Executive Advisor
Contract Type: Full-Time and Permanent
Location: Chiswell Court, 3 days a week in the office with 2 days at home
At Whitbread, our guests and our people are at the heart of everything we do. Our Premier Inn Guest Relations Team play a crucial role in protecting guest loyalty, supporting our operational teams and ensuring every escalated contact is handled with care, clarity and professionalism.
As our new Guest Relations Executive Advisor, you’ll be part of a specialist team responsible for managing Executive-level and high-priority guest complaints. You’ll use your judgment, empathy and problem-solving skills to turn challenging situations into positive outcomes, supporting both our guests and our internal teams.
This is a role that makes a genuine difference, safeguarding our reputation, supporting our hotel teams and strengthening trust in the Premier Inn brand.
Why You’ll Love It Here
- Up to 10% matched pension
- Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brand
Responsibilities:
- Handle Executive-level and priority guest complaints professionally, efficiently and in line with agreed Service Levels.
- Gather relevant information, investigate concerns thoroughly and provide accurate, well-structured responses.
- Maintain clear, detailed records of all guest interactions, ensuring continuity and transparency for the wider team.
- Recover serious or sensitive complaints, using empathy, initiative and strong judgement to deliver fair and meaningful outcomes.
- Work closely with Hotel Managers, Regional Operations Managers and cross-functional teams to resolve complex issues.
- Prevent escalation by managing expectations clearly, communicating next steps and following through on commitments.
- Use systems, tools and expert product knowledge to support teams and drive improved guest satisfaction.
- Champion best practice across Guest Relations, contributing to stronger processes, insight sharing and continuous improvement.
What you’ll need:
- A minimum of 6 months previous customer service experience
- Strong verbal and written communication skills with excellent attention to detail.
- Ability to remain calm, confident and professional under pressure.
- Sound complaint resolution skills and good listening abilities.
- Strong administration and data-capture accuracy.
- Confidence engaging with Executive-level stakeholders.
Be part of our Premier Inn Guest Relations Team at Whitbread. In this role, you’ll help turn difficult situations into opportunities by recovering loyalty, protecting our brand and supporting teams across the UK. You’ll build specialist expertise, strengthen key relationships and play a meaningful part in shaping exceptional guest experiences at Premier Inn.
If you’re passionate about delivering world-class service and thrive in a fast-paced, thoughtful and people-focused environment, we’d love you to be part of the team.
Guest Relations - Priority Complaints Advisor employer: Whitbread PLC
Whitbread PLC is an excellent employer, offering a vibrant work culture where fun and hospitality thrive. As a Restaurant Team Member at The Warrener in Thetford, you'll enjoy competitive pay, comprehensive training, and valuable employee benefits, all while being part of a supportive team that values your growth and development.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Relations - Priority Complaints Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Whitbread PLC. 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 Whitbread PLC 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 Guest Relations - Priority Complaints Advisor
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 Whitbread PLC:Your cover letter is your chance to shine! Tell us why you want to work at Whitbread PLC 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 Whitbread PLC!
How to prepare for a job interview at Whitbread PLC
✨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.
