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
* 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...