Contact centre | Whitbread Careers

Whitbread Contact Centre

This is the Whitbread Contact Centre - guardians of legendary brands like Premier Inn, the UK's leading hotel chain which keeps millions of guests happy every year.

Our Contact Centre

This is the Whitbread Contact Centre - guardians of legendary brands like Premier Inn, the UK's leading hotel chain which keeps millions of guests happy every year.

From our Reservations Agents assisting our guests with booking rooms to our Guest Relations Advisors resolving any issues, our Contact Centre team are often the first port of call and offer an exceptional world class service, making a difference to everyone they speak to.

If you’re passionate about customer service and hardworking – you’ll love being part of our Contact Centre community.

Apply now

We do so much at our Contact Centre, in fact everything that goes into keeping Premier Inn the UK's favourite hotel brand. There are a variety of roles based here at Chiswell Court on the Whitbread Campus – so there really is something for everyone.

Premier People

Forecasting and Scheduling Analyst
B2B Sales Operations Executive
Real Time Analyst
Corporate Groups Executive
Reservations Administrator
Business Implementation Executive

Contact Centre live roles

Meet our team

Step into the lives of some of our Contact Centre colleagues, and get some insight around the part they play.

Click on the large image below to read their story.

Matt - Reservations Centre Operations Manager

How did your Whitbread career begin?

My mum had previously worked at Whitbread when I was younger, so I knew of the company. But one of the main reasons I applied was the fact that I had seen her progress through the company with a lot of support throughout her career.

The size of Whitbread meant I knew there were many different opportunities I could consider which was very important for me as I was still unsure on where I wanted my career to go. When I had finished my degree, one of my friends who worked at the Contact Centre mentioned there were full time roles available, so I applied.

What’s been your Whitbread journey so far?

My first role at Whitbread was as a Reservation Centre Agent. I had never done a phone-based role or had a full-time job, so this was a big step for myself. The following two weeks of training provided was helpful and allowed me to identify some key working behaviors that I still currently use in my new role. Once I was fully trained on the phones and working on my own, I still had great support from both my managers and peers, which helped with my confidence.

What’s been a highlight of your time here?

I’ve had five different roles across different areas of Whitbread and progressed with each one. When I worked as Groups Reservations Centre Agent, I put through a great Business Account lead which was recognized by the Business Accounts Team with a bottle of Champagne and a night out with a free night stay at a Premier Inn of my choice.

What are your plans for the future?

To carry on developing in my current role. This will eventually give me the skills to manage my own team, focusing more on the people side. Using the experiences I have had within Whitbread, I feel I could continue to help develop and progress people to give them the same breaks I’ve had. The best thing about working here is the support of the managers to help you identify your strengths and weaknesses, and using these to plan your next steps and how to reach your goals.

Do you have any advice to someone thinking about applying?

Use every opportunity that is given to you. You might end up finding something you really enjoy, that you never considered yourself doing. I have had two managers in particular who have really supported my development throughout the company. Both managers have recognized potentials that I didn’t realize I had and helped nurture and push me to where I am today. I see both as mentors and still ask for support with my current role.

Matt - Reservations Centre Operations Manager

Emily - Senior Guest Relations Advisor

How did your Whitbread career begin?

I chose to apply for Whitbread because of the progression opportunities; I was already in full time employment but I really wanted a career and development. When I joined, my manager offered me the opportunity to enrol on the the Whitbread Management Training program ‘Shooting Stars’ and supported me throughout. I had regular one-to-ones with her to discuss how the course was going, she provided me with feedback, advice and helped me to overcome any challenges.

In fact my manager was a great support from the moment I joined the team right through to applying for my next role. The support I received was invaluable and gave me the confidence I needed to take the next step.

What’s been your Whitbread journey so far?

My first role was working as a Reservations Agent in the Reservations Centre. I was nervous starting a new role in a new company but everyone was really welcoming and I received great training so I felt confident in my new role. I learnt so much during my time in Reservations, I felt set up for success and I enjoyed working in such a friendly, vibrant environment. I’ve subsequently had 3 other roles before my current promotion to Senior Guest Relations Advisor.

What’s been a highlight of your time here?

My highlight was completing Shooting Stars. A 12-month course which included development in product knowledge and leadership skills. Completing the course was a great sense of achievement and a huge confidence boost.

What are your plans for the future?

I am continuing to work on my development and would like to progress to Team Manager, with a long-term goal of working in one of our many hotels. I am motivated by success - I love to do well, whether that’s resolving a complaint to customer satisfaction or working as a team to achieve targets.

Do you have any advice to someone thinking about applying?

I have always recommended Whitbread and my advice would be to take every development opportunity available because hard work is both recognized and rewarded. There are so many great things about working here but the best thing would have to be the people, it’s a real family culture.

Emily - Senior Guest Relations Advisor

Tim - Group Reservation Agent

How did your Whitbread career begin?

I graduated from university with a degree in Psychology. My original plans were to go into teacher training but I had a change of heart. I chose Whitbread to begin my career because of the reputation they have as an employer locally, and the fact the brands that sat under them were globally known.

My first role in the Contact Centre helped me to gain the skills and knowledge of the business. It was also my first ever full-time job and it felt like a great place to start from ‘day 1’. The drive to sell to a customer certainly motivates me a lot at work, and I enjoy the challenge of trying to sell and being part of a team which has created such a great atmosphere to work in.

What’s been your Whitbread journey so far?

I am currently in my second role in Whitbread. However, in my first role I took on many extra responsibilities. I joined as a Reservation Agent and in my first few months in the role I have got to be part of a support team and been on the Your Say panel – Whitbread’s annual employee engagement survey.

What’s been a highlight of your time here?

Personally my highlight so far would be my rapid progression to another role within the 6 months I’ve been here. However, the truly best thing about working for Whitbread is the fact it’s a global brand that everyone knows about, and that the departments all have a great family feel to them where everyone looks out for each other.

What are your plans for the future?

I am currently loving my new role in the Groups department, I wish to look into potential management in the future as I believe I have all the necessary people skills. My first manager in the Contact Centre really helped me to realize my potential and feed the hunger I had for new knowledge. He also entrusted me with extra responsibilities which increased my confidence in the role.

Do you have any advice to someone thinking about applying?

Anyone looking to join Whitbread should 100% do it. The reason for that is there’s an infinite number of opportunities and directions you could take for progression in the business. All they need to do is make sure they dive head first into their first role.

Tim - Group Reservation Agent

Nurudin - Business Implementation Executive

How did your Whitbread career begin?

I had just graduated from university and was looking to start my career in a company that provided good room for progression and development. I had a family member currently working within Whitbread who told me they had some positions open, and there’s great opportunity for growth which was important to me.

I started working in the Contact Centre as a Reservation Agent and just by the way I was treated as part of a family, I knew that this was the company I wanted to develop my career in. Everyone was helpful in my training period, they helped me develop my skills and understanding of a brand that keeps it customers at its core.

What’s been your Whitbread journey so far?

I’ve had 4 roles overall; one in the Contact Center - Reservation Agent, one in specialist sales – Sales Development Representative and two in the sales team – Group Desk representative and Business Implementation Executive.

What’s been a highlight of your time here?

My highlight at Whitbread has been being able to help my peers in the Contact Centre develop their skills and aid them to progressing into their desired role.

What are your plans for the future?

My future plans are to progress into a senior commercial position. So I’m really focused on honing my skills, developing my current knowledge along with relationships to propel my career in the right direction.

Do you have any advice to someone thinking about applying?

Do some research in to the company and most importantly just be yourself in the interview. Whitbread is well known for its diversity and inclusion so don’t feel like you must be a certain type of person to work here, any and everyone is welcome.

You need to be willing to be part of a customer focused team, and put your heart into making sure our customers have the best experience every time. Someone that wants to have fun at work with colleagues that will not only invest in your development, but help you become the best version of yourself is what makes a Contact Centre team member.

Nurudin - Business Implementation Executive

Amoret - Sales Operations Executive

How did your Whitbread career begin?

I moved to the area but found it very hard to move out of retail into an office-type role with more normal, dependable hours, which as a mum is the Holy Grail. A friend suggested looking on the Whitbread site, and from there I applied for a role in the Contact Centre. It said ‘no experience needed’, though as I’ve heard this before I was quite skeptical! I was actually very pleasantly surprised however by a great, relaxed interview process, which focused on me as a person as opposed to just experience and skills I could offer. After a quick intro into Whitbread culture I was convinced this would be the perfect place to start my next journey!

What’s been your Whitbread journey so far?

I’m proud to say that I started my journey as a Customer Contact Centre Coordinator. Here I gained invaluable knowledge and skills, dealing with a wide variety of queries and situations – it’s not as simple as just bookings! I’ve taken in varied roles from Social Media Advisor to Sales Admin Support and now I’m Sales Operations Executive.

What’s been a highlight of your time here?

Receiving unexpected recognition by being nominated and accepted to our RISE Leadership and Development program. Knowing that you are valued and appreciated is very moving and motivational.

I’ve learned so much from every manager too. From each I’ve learned to drive forward by trusting in myself, my knowledge and skills as they’ve all been so empowering and knowing when to push me to succeed in what I want to achieve.

What are your plans for the future?

To remain with Whitbread and explore the various opportunities for learning and development, both professional and personal, it has to offer.

Do you have any advice to someone thinking about applying?

Do it! Be pro-active, curious and unafraid to face a challenge, failure is not the worst that can happen – it shows you have initiative and the courage to try and to learn. All qualities which are critical to success.

Amoret - Sales Operations Executive

Keiran - Guest Relations Team Manager

How did your Whitbread career begin?

I had just left college and, at the time, my sister worked in the reservations team. She suggested I apply as I wanted a career in hospitality and this seemed like a great place to start.

I joined the Reservations Team when I was 18 and it was my first full time job after college. I was so nervous to begin with but my team and all the managers were so friendly, I soon found myself coming out of my shell and growing more confident. Even though we had targets to work towards and it could be stressful at times when we had large call queues, there was such a family culture in the office that I always looked forward to going to work.

What’s been your Whitbread journey so far?

Well I’ve had eight roles within Whitbread so far. I’ve held management positions at our hotels in Bournemouth, Poole and Salisbury and have now returned to the Contact Centre.

I’ve always felt supported to move around the business and my current manager has been my biggest supporter to date. He has always been very open and honest about my areas of development and has facilitated my career progression through mentoring sessions, investment in training and giving me confidence to believe I can achieve my goals. If it wasn’t for my manager I do not believe I would currently be in the position I am in and he is continuing to take time to ensure I am on track and happy with my development.

What’s been a highlight of your time here?

My highlight working with Whitbread was completing a skydive in order to raise money for Great Ormond Street Hospital. Following this having the opportunity to visit the hospital to see all of the fantastic work they do and how the money we have raised has been put towards a Premier Inn clinical wing.

What are your plans for the future?

I have not been a team manager within my department for long, therefore I want to gain as much knowledge and experience as I can before I move onto my next role but my future plans would involve further developing my career with Whitbread and moving into senior management over the course of the next 2-3 years.

Do you have any advice to someone thinking about applying?

If you have a passion for customer care and want to be a part of a journey then apply today!

The team are the best thing about Whitbread. I have found them to be a great line of support in my working life and we really motivate each other to do better for the guest, the business and ourselves. There is a real sense of camaraderie and we have real pride in what we do.

Keiran - Guest Relations Team Manager

Matt - Reservations Centre Operations Manager

Emily - Senior Guest Relations Advisor

Tim - Group Reservation Agent

Nurudin - Business Implementation Executive

Amoret - Sales Operations Executive

Keiran - Guest Relations Team Manager

From applying to joining

At Whitbread we believe there's no barriers to entry and no limits to ambition. We don't want anything to stand between you and your new career with us, so we've listed everything that you'll be expected to do between now and beginning your journey with us.

Click each image to read more about each step.

If you meet the requirements listed on the job role, applying is easy, all you need to do is submit your online application by firstly, registering your details, answering a few basic questions and then uploading your CV. If your application is considered successful, you’ll be contacting to arrange a suitable telephone interview.

Step 1 - Apply

We'll then check you do meet the requirements, hours and shifts and some competency interview questions. If you pass this stage, you will then be invited along to one of our assessment days.

Step 2 - Let's chat

We hold all our assessment days at our very own Contact Centre at our Whitbread Offices in Houghton Regis. The first part of our day you’ll be invited to take part in a variety of different exercises, including a group exercise and a role play, where you’ll play the part of an agent or advisor. If you pass the morning exercises, you’ll then be progressed through to the last and final part of the day which will be a face to face, 2-2-1 competency-based interview.

Step 3 - Assessment day

Having customer service experience is great but if you don’t have this don’t worry as you’ll undergo a comprehensive 3-week training course at our Houghton Regis Contact Centre from our experienced Trainers who have a wealth of Contact Centre and Customer Service Experience who’ll give you all the tools you’ll need.

Step 4 - Training

You'll be introduced to Whitbread, Premier Inn and the Reservation Centre, along with a tour of a hotel and breakfast. We then dive deeper into the role of a Reservation Agent or a Guest Relations Advisor, looking at the softer skills, information needed for the job as well as the systems used. Some shadowing of agents and advisors and on the job, experience slowly building you to become fully functional in the role within a supervised area. Support and guidance will be provided from multiple different people during training to ensure you are ready at the end of your training and feel like a valued part of the team.

Step 5 - Start your journey

Step 1 - Apply

Step 2 - Let's chat

Step 3 - Assessment day

Step 4 - Training

Step 5 - Start your journey

GOSH

Last year our customers and teams helped us to build the Premier Inn Clinical Building at Great Ormond Street Hospital and, as our chosen charity, we have pledged to raise another £10million to fund a Sight and Sound Centre.

Find out more

Life at Contact Centre

We have a fun, inclusive atmosphere at Contact Centre that means colleagues often become friends and that leads to lots of activities inside and outside Chiswell Court.

Customer Heartbeat

We place the customer at the heart of everything we do, as shown in our Customer Heartbeat model which is a visual illustration of our Vision. We grow brands that customers love by building a strong Customer Heartbeat and innovating to stay ahead. Our winning teams delight customers so they come back time and again which, along with our focus on everyday efficiency, drives profitable growth.

Award-winning Brands

Premier Inn was named the UK's top-rated hotel chain for 2018 according to Which? Across the estate, the average Trip Advisor score for Premier Inn hotels is 4.2. Premier Inn has been awarded the Best UK Family Hotel in the TripAdvisor Travellers' Choice Awards, Best UK Hotel Group in the Silver Travel Awards and the Business In The Community Environmental Leadership Award. In 2018 Premier Inn was also named the UK’s top-rated hotel chain for the fourth year in a row by Which? and for a tenth year in a row we were named as a Top Employer.

Premier Perks on offer

Reward and recognition. Opportunities to develop and grow. The chance to build yourself a long and varied career doing something you really love. Just some of the things we can offer you here at Whitbread. We like to give everyone who works for us a little bit extra over and above their pay. We also have an amazing recognition culture, so if you perform well there are always plenty of awards, prizes and bonuses up for grabs. Some of the benefits we offer include:

Employee discounts

Each member of the Whitbread team receives exclusive discounts across all of our businesses – our way of giving you that little bit more. Every time you visit one of our Premier Inns or restaurants, you’ll enjoy a discount of at least 25% (and up to 50% off a stay in Premier Inn).

Recognition and awards

Encouraging and investing in our teams is at the heart of our culture. We offer a range of incentives to ensure that all of our teams benefit from the success of our business as a whole.

Sharesave scheme

Each of our team members have the chance to invest in the future of our business, and benefit from the success of Whitbread. Our Sharesave scheme gives employees the option to invest through a savings plan over a fixed period, and then purchase Whitbread shares at a significant discount.

Whitbread Pension Scheme

Everyone at Whitbread is entitled to a bright future – and we’re not just talking about your career. Whilst it may seem like a long way off, to help everyone get the most out of their retirements, we have a generous company pension scheme, which all team members can choose to opt into.

Health and welbeing

Supporting our people’s wellbeing, and that of their family, is at the top of our list. Depending on your role within Whitbread, you’ll have access to company sponsored health cover for you or your family, or to discounted private healthcare schemes for you and your family.

To help further, all Whitbread employees can take advantage of a range of other healthcare benefits as well, including receiving significant discounts on dental insurance and regular health assessments.

Employee Assistance Scheme

Whitbread is committed to supporting and helping all of our teams when facing challenges or problems either at home or at work – and as such, have an Employee Assistance Programme (EAP) provider, in partnership with Hospitality Action.