Welcome to Whitbread
Contact Centre
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.
Fabian's Journey
Alexandra's Journey
Eszter's Journey
Premier people
From our Reservations Agents assisting our guest with booking our Premier Inn hotels to our Guest Relations Advisor resolving any issues, all of contact center staff are often the first port of call for many of our guests and customers and have the opportunity to offer an exceptional world class service and make a difference to every customer they speak and make all the difference to the guest experience. So, if you want to be a part of something special, if you’re passionate about customer service and hardworking – you’ll love being part of Contact Centre Community.
We do so much at our Contact Centre – everything that goes into keeping Premier Inn the UK's favourite hotel brand. There are a variety of roles within our Contact Centre – there really is something for everyone.
What type of roles are available?
- Forecasting and Scheduling Analyst
- B2B Sales Operations Executive
- Real Time Analyst
- Corporate Groups Executive
- Reservations Administrator
- Business Implementation Executive
Premier Inn Management Graduate
Whitbread HR Graduate
Costa General Management Graduate
Premier Inn Management Graduate
Whitbread HR Graduate
Whitbread HR Graduate
Fabian's week on the Premier Inn Management Programme
Tuesday
Wednesday
Thursday
Friday
Saturday
Tuesday 6.45am
86BPM
86BPM
Smooth handover from the night team, no problems or issues on site – feeling pumped.
Tuesday 10.51am
82BPM
82BPM
Heading to a meeting with my Cluster General Manager to discuss my progression and my next role
– feeling curious.
Wednesday 8.13am
91BPM
91BPM
Helping out during the busy breakfast hour – clearing tables and stocking the buffet – feeling
productive.
Wednesday 9.33am
80BPM
80BPM
Guest at reception because there’s a spider in her room and wants someone to get rid of it –
feeling determined.
Wednesday 11.15am
78BPM<
78BPM<
Briefing team members on the new Living Wage pay structure – feeling helpful.
Thursday 6.50am
69BPM
69BPM
Just arrived at site, ready to count and store the drinks delivery – feeling organised.
Thursday 12.30pm
92BPM
92BPM
Confused guest at reception because we cannot find his booking. Turns out he was booked in another
hotel – feeling relieved.
Thursday 1.23pm
72BPM
72BPM
Just sat down to prepare for an internal vacancy interview – feeling nervous.
Friday 12.35pm
99BPM
99BPM
Just helped a guest with their colossal amounts of luggage as the lift is out of order – feeling
beat.
Friday 1.22pm
69BPM
69BPM
Sending emails to arrange work placements for students – feeling effective.
Friday 2.46pm
86BPM
86BPM
Heading to Hammersmith tube station to collect money for the Great Ormond Street Children’s Hospital
– feeling excited.
Saturday 2.50pm
74BPM
74BPM
Arrived to work to start my late shift and jumped straight into checking guests in so they can
head to the Rugby – feeling active.
Saturday 8.30pm
71BPM
71BPM
Just finished a 2-for-1 at the bar, empty glasses everywhere – feeling productive.
Alexandra's week at the Support Centre
Monday
Tuesday
Wednesday
Thursday
Friday
Monday 7.18am
75BPM
75BPM
Bought a Costa on my way to a meeting early in the morning – feeling ready.
Monday 12.58pm
89BPM
89BPM
About to have a conference call with a supplier from the States – feeling excited.
Tuesday 9.08am
103BPM
103BPM
In a meeting with Junior Directors, understanding how we can spot potential in our organisation
– feeling upbeat.
Tuesday 12.309m
79BPM
79BPM
Time to head to college to work on a presentation – feeling busy.
Wednesday 10.14am
92BPM
92BPM
Just had a chat with my manager about my performance – feeling great.
Wednesday 3.47pm
75BPM
75BPM
Learning about the structure of the organisation – feeling focused.
Thursday 10.00am
108BPM
108BPM
Half-year review coming up, hope it goes well – feeling shaky.
Thursday 11.38am
96BPM
96BPM
The review went really well, a lot of positive feedback! – feeling ecstatic.
Thursday 6.20pm
69BPM
69BPM
Going out for dinner with the other grads to have a catch up – feeling happy.
Friday 8.44am
80BPM
80BPM
It’s Friday yay! But still lots to do though, on my way to a meeting at Hub – feeling energised.
Friday 1.02pm
98BPM
98BPM
Was just asked to pull a slide together for our Talent & Leadership Development Director to present
to the new CEO in two hours – feeling jittery.
Eszter's week on the Costa General Management Programme
Monday
Tuesday
Wednesday
Thursday
Friday
Monday 9.22am
77BPM
77BPM
Just signed up for a Leadership course – feeling motivated.
Monday 1.20pm
98BPM
98BPM
The Regional Manager just walked into my store – feeling nervous.
Tuesday 8.58am
87BPM
87BPM
About to lead my very own team for the first time – feeling prepared.
Tuesday 3.33pm
85BPM
85BPM
Just hired a new team member – feeling successful.
Wednesday 8.35am
90BPM
90BPM
On my way to the annual Store Managers’ conference – feeling thrilled.
Wednesday 4.02pm
88BPM
88BPM
About to have a review with a member of my staff – feeling encouraged.
Thursday 9.50am
101BPM
101BPM
About to meet my HR Business Partner to talk about my progression – feeling confident.
Thursday 12.13pm
86BPM
86BPM
A customer just told me I’ve made her day – feeling pleased.
Friday 7.12am
81BPM
81BPM
Time to brief the store team on the upcoming day – feeling motivated.
Friday 1.05pm
92BPM
92BPM
About to check sales reports for the first week in my new store – feeling excited.
Fabian's week on the Premier Inn Management Programme
Tuesday
Wednesday
Thursday
Friday
Saturday
Tuesday 6.45am
86BPM
86BPM
Smooth handover from the night team, no problems or issues on site – feeling pumped.
Tuesday 10.51am
82BPM
82BPM
Heading to a meeting with my Cluster General Manager to discuss my progression and my next role
– feeling curious.
Wednesday 8.13am
91BPM
91BPM
Helping out during the busy breakfast hour – clearing tables and stocking the buffet – feeling
productive.
Wednesday 9.33am
80BPM
80BPM
Guest at reception because there’s a spider in her room and wants someone to get rid of it –
feeling determined.
Wednesday 11.15am
78BPM<
78BPM<
Briefing team members on the new Living Wage pay structure – feeling helpful.
Thursday 6.50am
69BPM
69BPM
Just arrived at site, ready to count and store the drinks delivery – feeling organised.
Thursday 12.30pm
92BPM
92BPM
Confused guest at reception because we cannot find his booking. Turns out he was booked in another
hotel – feeling relieved.
Thursday 1.23pm
72BPM
72BPM
Just sat down to prepare for an internal vacancy interview – feeling nervous.
Friday 12.35pm
99BPM
99BPM
Just helped a guest with their colossal amounts of luggage as the lift is out of order – feeling
beat.
Friday 1.22pm
69BPM
69BPM
Sending emails to arrange work placements for students – feeling effective.
Friday 2.46pm
86BPM
86BPM
Heading to Hammersmith tube station to collect money for the Great Ormond Street Children’s Hospital
– feeling excited.
Saturday 2.50pm
74BPM
74BPM
Arrived to work to start my late shift and jumped straight into checking guests in so they can
head to the Rugby – feeling active.
Saturday 8.30pm
71BPM
71BPM
Just finished a 2-for-1 at the bar, empty glasses everywhere – feeling productive.
Alexandra's week at the Support Centre
Monday
Tuesday
Wednesday
Thursday
Friday
Monday 7.18am
75BPM
75BPM
Bought a Costa on my way to a meeting early in the morning – feeling ready.
Monday 12.58pm
89BPM
89BPM
About to have a conference call with a supplier from the States – feeling excited.
Tuesday 9.08am
103BPM
103BPM
In a meeting with Junior Directors, understanding how we can spot potential in our organisation
– feeling upbeat.
Tuesday 12.309m
79BPM
79BPM
Time to head to college to work on a presentation – feeling busy.
Wednesday 10.14am
92BPM
92BPM
Just had a chat with my manager about my performance – feeling great.
Wednesday 3.47pm
75BPM
75BPM
Learning about the structure of the organisation – feeling focused.
Thursday 10.00am
108BPM
108BPM
Half-year review coming up, hope it goes well – feeling shaky.
Thursday 11.38am
96BPM
96BPM
The review went really well, a lot of positive feedback! – feeling ecstatic.
Thursday 6.20pm
69BPM
69BPM
Going out for dinner with the other grads to have a catch up – feeling happy.
Friday 8.44am
80BPM
80BPM
It’s Friday yay! But still lots to do though, on my way to a meeting at Hub – feeling energised.
Friday 1.02pm
98BPM
98BPM
Was just asked to pull a slide together for our Talent & Leadership Development Director to present
to the new CEO in two hours – feeling jittery.
Alexandra's week at the Support Centre
Monday
Tuesday
Wednesday
Thursday
Friday
Monday 7.18am
75BPM
75BPM
Bought a Costa on my way to a meeting early in the morning – feeling ready.
Monday 12.58pm
89BPM
89BPM
About to have a conference call with a supplier from the States – feeling excited.
Tuesday 9.08am
103BPM
103BPM
In a meeting with Junior Directors, understanding how we can spot potential in our organisation
– feeling upbeat.
Tuesday 12.309m
79BPM
79BPM
Time to head to college to work on a presentation – feeling busy.
Wednesday 10.14am
92BPM
92BPM
Just had a chat with my manager about my performance – feeling great.
Wednesday 3.47pm
75BPM
75BPM
Learning about the structure of the organisation – feeling focused.
Thursday 10.00am
108BPM
108BPM
Half-year review coming up, hope it goes well – feeling shaky.
Thursday 11.38am
96BPM
96BPM
The review went really well, a lot of positive feedback! – feeling ecstatic.
Thursday 6.20pm
69BPM
69BPM
Going out for dinner with the other grads to have a catch up – feeling happy.
Friday 8.44am
80BPM
80BPM
It’s Friday yay! But still lots to do though, on my way to a meeting at Hub – feeling energised.
Friday 1.02pm
98BPM
98BPM
Was just asked to pull a slide together for our Talent & Leadership Development Director to present
to the new CEO in two hours – feeling jittery.
Life at Contact Centre
Designed for commercially focused graduates, this programme will expose you to various roles and operational areas, and give you a deep understanding of how our business works. Add the mentoring you’ll get from senior managers, and you should be able to run your own site within 12 months.
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.
Force For Good
We are passionate about being a Force for Good in the communities where we operate, helping everyone to live and work well. Whitbread is one of the UK’s oldest and most successful businesses, with a reputation for being a great place to work and a force for good is our Corporate Social Responsibility programme. Everyone that works here has a part to play in upholding and protecting this reputation.
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.
