Job Description

The job in a nutshell


Being part of our Hotel Booking Support team means you’ll be the first point of contact to support our operational teams (580 UK hotels) in answering queries via email and finding solutions to a wide range of operational and commercial problems. 

 

Being able to work in a fast-paced and very reactive environment is essential whilst also dealing with the seasonality trends of the business over 362 days a year.

Working with key internal and external business stakeholders to ensure customer satisfaction and revenue protection is considered at all times.

 
Shifts include 10-6, 3-11 or 5-1. The requirement is to work every other Saturday and 1 in 5 Sundays. There may be a requirement to work 8-4 but only in the event of holidays or absence.

What you’ll be doing:


  • Working as part of a team of 11 to manage and prioritise inbound queries from our UK hotels via email to ensure the most appropriate solution is offered - seasonality trends mean this inbound volume could vary from 500 emails per day to 2000.

  • Working as one team to ensure all hotels understand why Overbooking is a key revenue generator and therefore following the outbooking process correctly is essential to the success of this.

  • Working alongside the Revenue department to ensure the balance between commercial focus and customer experience is maintained, which is achieved by using live accurate data to help influence overbooking levels across all UK hotels.

  • Producing daily reports which are sent to and used by the maintenance teams to prioritize hotels that have rooms offline to reduce any risk of having to outbook customers and to ensure that lost revenue is kept to a minimum.

  • Working with the Events team to understand dates and locations of key events to ensure hotels achieve maximum revenue and occupancies.

  • Supporting the business when room inventory is changed in hotels to ensure customer impact is minimal (room type changes and hotels going through refurbishment)

  • In the event any hotel is unable to trade due to H&S risks, finding solutions for all affected customers.

  • Finding solutions for customers who are due to stay in a hotel that has had the opening date delayed, focusing on revenue retention and customer satisfaction.

  • Ability to lone work and make quick business decisions whilst always considering any commercial, operational and customer impact.

  • Understanding, delivering and focusing on all of the above means you will help in  achieving departmental KPI’s and targets.





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 as and when required.

 

In addition you’ll need to demonstrate:

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

  • Ability to influence others 

  • Attention to detail

  • Strong verbal and written communication

  • Be confident to learn new systems

  • Good knowledge of Excel


At Travelodge, we believe that behaviors 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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