Reservations Agent - Remote Working

The Inn Collection Group; Newcastle upon Tyne; Remote; GBP 20,000 - 25,000; Full time

Job summary

A multi-award-winning pub company located in the North of England seeks a remote Customer Support role. This position involves responding to customer inquiries, managing bookings, and maintaining a high standard of service. Candidates should have strong communication skills and experience with hotel software is preferred. The role offers a 3-month full-time contract with training based in Newcastle upon Tyne.

Benefits

Extra paid holiday for birthdays

50% off food at inns

Stay for £1 during January to March

1/3 off room bookings all year

£50 off same day bookings

15% off bed and breakfast for loved ones

24/7 confidential support

Company donation scheme

Award-winning employer recognition

Qualifications

• Experience with hotel software and its functionalities (preferred but not essential).
• Ability to respond to inquiries via telephone and email.
• Motivation and passion for driving excellent service.

Responsibilities

• Respond to inquiries via telephone and email.
• Deal with bookings, general inquiries, and complaints.
• Attend to ad-hoc requests relating to relocations and cancellations.

Skills

Excellent written and verbal communication skills

Strong focus on customer service

Multi-tasking and time management skills

Tools

Hotel software experience

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.

You\'ll Fit Right Inn...

• Respond to inquiries via telephone and email.
• Deal with all types of customer enquiries, ranging from bookings / general enquiries or complaints.
• Attend to ad-hoc requests from wider business dealing with relocations, and cancellations to support our customers.
• Support for inns at times with required support
• Dealing with cross functional departments within the wider business to drive the right outcome with our customers first time.
• Demonstrate excellent written and verbal communication skills.
• Have experience with hotel software and its functionalities (preferred but not essential).
• Be highly motivated with a strong focus on customer service.
• Exhibit strong multi-tasking and time management skills, with the ability to prioritize tasks effectively.
• Maintain a clean and professional appearance and work area.
• Report to the one of our Supervisors who will nurture & help shape your future career working within ICG
• This role is a remote role

Working Hours

28 hours per week: Monday to Friday – 9:00am–11:00am and 4:00pm–6:00pm (4 hours per day); Weekend (Saturday or Sunday) – 9:00am–5:00pm (8 hours).

If you are motivated and passionate about driving excellent service for our customers we think you\'ll fit right inn...

The position is full time temp 3-month contract, with opportunity to be made permanent subject to business performance. Holiday entitlement is based on a 5-day working week, which will include weekends.

There will be a 3-week training period based at our Support Hub in Newcastle upon Tyne.