Job Description

Role: Guest Relations Executive Advisor

Contract Type: Full-Time and Permanent

Salary: £29826pa

Location: Chiswell Court, 3 days a week in the office with 2 days at home

At Whitbread, our guests and our people are at the heart of everything we do. Our Premier Inn Guest Relations Team, play a crucial role in protecting guest loyalty, supporting our operational teams and ensuring every escalated contact is handled with care, clarity and professionalism.
As our new Guest Relations Executive Advisor, you’ll be part of a specialist team responsible for managing Executive-level and high priority guest complaints. You’ll use your judgment, empathy and problem-solving skills to turn challenging situations into positive outcomes, supporting both our guests and our internal teams.
This is a role that makes a genuine difference, safeguarding our reputation, supporting our hotel teams and strengthening trust in the Premier Inn brand.
Why You’ll Love It Here
• Individual Private healthcare
• Up to 10% matched pension
• Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brand
Check out all our benefits here: https://www.whitbreadcareers.com/about-us/benefits/
What you’ll be doing:
• Handle Executive-level and priority guest complaints professionally, efficiently and in line with agreed Service Levels.
• Gather relevant information, investigate concerns thoroughly and provide accurate, well structured responses.
• Maintain clear, detailed records of all guest interactions, ensuring continuity and transparency for the wider team.
• Recover serious or sensitive complaints, using empathy, initiative and strong judgement to deliver fair and meaningful outcomes.
• Work closely with Hotel Managers, Regional Operations Managers and cross-functional teams to resolve complex issues.
• Prevent escalation by managing expectations clearly, communicating next steps and following through on commitments.
• Use systems, tools and expert product knowledge to support teams and drive improved guest satisfaction.
• Champion best practice across Guest Relations, contributing to stronger processes, insight sharing and continuous improvement.

What you’ll need:
• A minimum of 6 months previous customer service experience
• Strong verbal and written communication skills with excellent attention to detail.
• Ability to remain calm, confident and professional under pressure.
• Sound complaint resolution skills and good listening abilities.
• Strong administration and data-capture accuracy.
• Confidence engaging with Executive-level stakeholders

Be part of our Premier Inn Guest Relations Team at Whitbread
In this role, you’ll help turn difficult situations into opportunities by recovering loyalty, protecting our brand and supporting teams across the UK. You’ll build specialist expertise, strengthen key relationships and play a meaningful part in shaping exceptional guest experiences at Premier Inn.
If you’re passionate about delivering world class service and thrive in a fast-paced, thoughtful and people-focused environment, we’d love you to be part of the team.