Reservations Agent

The Inn Collection Group; Newcastle upon Tyne; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Free on-site parking

Job summary

The Inn Collection Group in Newcastle upon Tyne is seeking a Central Reservations Agent to deliver outstanding guest experiences from the first contact. Working within a busy Central Reservations team, you will handle new bookings, amendments, and post-stay feedback with care and efficiency.

The role requires excellent communication, strong organisational skills, and a proactive, customer-focused approach. Flexibility to work evenings and weekends is expected, with opportunities for full-time

Qualifications

• Experience in guest reservations and customer service.
• Ability to work in a fast-paced environment.
• Comfort with handling multiple booking inquiries.
• Willingness to be flexible with shifts.

Responsibilities

• Respond to guest enquiries via phone, email and other channels.
• Manage new reservations, amendments, cancellations.
• Assist guests with post-stay feedback.
• Provide accurate information about inns, facilities and services.
• Deliver exceptional customer service reflecting The Inn Collection Group's values.
• Maintain guest and reservation records in the reservation system.
• Collaborate with inn teams to resolve enquiries and ensure a seamless experience.
• Meet individual and team performance targets.

Skills

Verbal communication

Written communication

Customer service

Organisation

Multitasking

Attention to detail

Professional demeanor

Job description

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 has the opportunity to be full-time or 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...