Job Description

Being part of our Hotel Booking Support team means you’ll be the first point of contact to support our Hotel teams to relocate customers in a very reactive environment. Whilst also working in a fast paced small team who also support all UK hotels with various queries and questions 362 days a year.


The role is a total of 37.5 per week and must cover the following shifts:
Saturday: 8pm-4am
Sunday: 8pm-12am
 
With the flexibility to spread the remaining hours across the weekdays as suits you. Also part-time working will be considered for this role.

What you’ll be doing:


  • Manage and prioritise inbound queries via email to ensure the most appropriate solution is offered

  • Working as one team to ensure all hotels understand and follow the relocation policy

  • Understand the role you play in achieving departmental KPI’s

  • Support hotels in dealing with queries by providing continual coaching, advice and assistance

  • Producing reports to support the wider business to prioritise hotels that have maintenance issues to reduce any risk of having to relocate customers

  • Offer first time resolution to all inbound contacts through strong communication with Hotel teams and customers in a professional and timely manner

  • Influence the Revenue department to ensure the balance between commercial focus and customer experience is maintained 


What we’ll expect from you


To succeed in the role, you’ll bring your natural ability to solve problems and desire to work in a fast paced, target driven, customer focused environment. You’ll be comfortable with working until 4am as a lone worker.

 

In addition you’ll need to demonstrate:

  • Ability to work alone whilst also using your own initiative and suggest solutions to overcome problems

  • Attention to detail

  • Strong verbal and written communication

  • Be confident to learn new systems

  • Good knowledge of Excel

 

At Travelodge, we believe that behaviours are just as important as the activities you carry out. The ones we look for in every colleague are:


I care about people

  • I treat everyone in a way I would like to be treated

  • I am easy to work with

  • I have a can do attitude

  • I care about the impact my work has on others


I pay attention to detail 

  • I do the little things that make a difference to our customers 

  • I work to brand standards

  • I treat Travelodge time, equipment and stock as if it were my own


I drive for results

  • I hit targets in my role and work at the right pace

  • I take ownership of problems and try to fix them fast

  • I look for ways to avoid future problems

  • I look for ways to promote Travelodge


What you can expect from us 


Culture 


At Travelodge, we are warm, straightforward and optimistic. We have a big footprint in the UK, but still a small company feel and you can expect quality and value to be built in to everything we do. You’ll have the support of a close network of colleagues and managers, and every day is different here! We want you to bring your personality to work and we love our diversity.


Reward and recognition 


It’s not just our customers we want to wake up with a smile on their face. As well as a competitive salary, being part of our hotel support centre means great holiday entitlements, pension contribution deals, being part of our bonus scheme, and a Thanks Card giving generous room and food discounts as well as friends and family rates.


Career and development 


We want you to develop further with us at Travelodge and we’ll provide you a development plan to help you reach your goals.   You can expect to have a full induction and training relevant to your role. We advertise all our vacancies internally, so you’ll have the opportunity to really develop your career with Travelodge.


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