Central Reservations Representative

Greene King is the country's leading pub company and Brewer, first established in 1799. At Greene King it's not just pints that we want you to pour, we want people who can share our purpose and Pour Happiness into Lives. We are on a transformational journeyfor both customers and colleagues which will make us the pride of British hospitality. With over 40,000 people working across our 1,600 pubs, our breweries and two support centres, a career at Greene King has no limits.

**Central Reservations Representative -Abbot House, Bury St Edmunds**

**Role Purpose**

The role of Central Reservations Representative role is to process hotel room and table reservations accurately and upsell where possible in order to achieve targets whilst maintaining a high level of customer service both internally and externally.

This role is full time 36.25 hours per week and some weekend work will be required. Greene King support agile working and as such you are welcome to work from home 2 days a week after training.

**Key Responsibilities**
- Take and action incoming calls in a friendly, efficient and timely manner using the appropriate greeting. Maximise bookings on each call
- To achieve individual conversion and upsell targets
- To achieve the teams telephone response targets
- Avoid being on 'Not Ready' or logged out at inappropriate times ( ie few Agents available or more than 1 person on 'not ready')
- Complete the daily admin tasks
- Offer a high level of Customer Service

**About you**
- Previous experience in a customer focused or administrative role
- Good computer skills including Excel and outlook
- Cooperative and works well with other team members
- Solves problems in alignment with team goals
- Has a positive outlook and is prepared to take action
- Shows resilience and will see things through, optimistic
- Customer centric - voices ideas and builds effective but simple solutions
- Shows energy and motivation to succeed
- Genuinely cares about customers and the outcomes - agile and responsive

**What you can expect from us?**
- Competitive salary and pension contribution scheme
- Private Medical insurance
- Discounted Health Screening
- Option to purchase discounted Dental Insurance
- Life Assurance
- 33% discount for you on food and drinks across all our managed sites and 15% for your friends and family
- 50% discount for you at Greene King Hotels/Inns and 25% discount for your friends and family
- Access to company perks portal for regular retailer discounts
- 33 days holiday (including bank holidays) and the opportunity to buy 5 additional days
- Free onsite parking
- An employee health, wellbeing advice and guidance service

**Corporate Social Responsibility**
We also want to be a positive force for good, having a social purpose that threads through every part of our business, whether it be through caring for the planet, caring for our communities through our hugely successful partnership with Macmillan (raisingover 10 million pounds) or caring for our people, creating life opportunities for all through innovative social mobility programmes. We are on an incredible journey and our goal is to be the pride of British hospitality.

**Inclusion and Diversity**

At Greene King we're setting the bar for Inclusion & Diversity. We are on a journey towards Everyday Inclusion where everyone feels welcome, can thrive and truly belong. With external commitments like the Valuable 500, If Not Now, When? and our Calling Timeon Racism manifesto, our community partnerships and the support of our 4 internal Employee Led Inclusion Groups we have a clear plan based on education, awareness and activity that's already making an impact. We value the diversity of our people and are workingto increase this, by joining us on this journey you can help us to shape our future inclusive culture.