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Social Media Guest Relations Team Manager

Posted 18 April by Whitbread Featured Ended

Our Guest Relations team are now recruiting for a Social Media Team Manager who can lead, motivate and develop a team who deal with all post-stay complaints for Premier Inn.  You will ensure the team are providing a top-class customer service and achieving our SLAs as well as improve our guests’ experience.

You personally will deal with escalated complaints that the team are unable to resolve and ensure the relevant departments within the business are informed of any feedback that may reduce future complaints/queries.

As the Team Manager you will manage your teams inductions, on-boarding, holidays, 121s, absences and manage any training needs required to improve success.  You will manage a team of up to 15 guest relations advisors which will include advisors within the wider team.

Our ideal candidate will come from a contact centre background and have experience of dealing and resolving customer complaints from start to finish.  Someone who is social media savvy is essential as the channels your team will be dealing with are Facebook, Twitter and Trip Advisor.

A bit about us:

At Whitbread, we are fully committed to growing legendary brands through building a strong customer heartbeat and innovating to stay ahead. Our winning teams delight customers so they come back time and time again which, along with our focus on everyday efficiency, drives profitable growth.

Every day our fantastic team members serve up great memories in our restaurants and wow guests through a great night’s sleep in our hotels. We pride ourselves on providing consistent quality and service. We’re continually innovating to meet our guests’ evolving needs whilst being committed to creating a great place to work for our team members.

Premier Inn and hub by Premier Inn currently have over 750 hotels across the UK offering over 70,000 rooms. Our aim is to make this 85,000 by the end of 2020! We have hotels in the Middle East and having opened our 1st hotel in Germany with more sites in the pipeline.

Our much loved restaurant brands include Beefeater, Brewers Fayre, Table Table and Whitbread Inns. Alongside these, our new propositions Bar + Block and Cookhouse & Pub are both growing at pace. We have over 420 restaurants across the UK offering the highest level of service.

We have recently celebrated our 275th anniversary when Samuel Whitbread founded our business on a set of principles and although our core business has changed over the years we stay true these with our values:

Genuine - we really care about customers

Confident - we strive to be the best at what we do

Committed - we work hard for each other

We are excited about what the future holds and would love you to join us on this exciting journey!

Reference: 34627724

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