Reservation agent Review
at Whitbread plc
Level 2 Apprenticeship
Hospitality Management
Luton, Bedfordshire
Review Submitted: May 2022
Overall Rating
3.9 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
3.5/5
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Overview of Role
4/5
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Skills Development
3.6/5
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Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
4/5
I am a customer service agent who takes calls for premier inn and other chain bookings which means cancelling, amending or making a booking. This means dealing with challenging customer service sometimes and having to keep the right composure to deal with them. However, sometimes it’s very enjoyable when making bookings
To what extent do you enjoy your programme?
3/5
I personally feel like the programme was not challenging for me enough, but that’s more of an internal problem rather than lifetime. I was put down for level 2 and the delivery has been amazing. Of course there’s areas to improve as in the amount of time we have to do the work while on the job was very little
Skills Development
Have you learnt any new skills or developed existing skills?
4/5
I’ve learnt how to control my emotions especially in this course, previously it was very hard for me to keep composed and not take what the customers were saying to heart but after the training provided with lifetime I’ve been able to keep a cool head when dealing with customers
Structure and Support
How well organised/structured is your programme?
4/5
The programme was structured really well as there was clear modules that we needed to complete. Also, the help of lifetime website you can clearly see what materials were needed to be learnt to complete the module and if that is to easy there was more on the job learning
How much support do you receive from your employer?
3/5
I think my employers have been supportive, but it’s been quite hard especially since coming out of covid we’ve been aiming to get back to full capacity in the office hence there wasn’t much time of the phones cause of limited staff but from what they have done it’s been good
How much support do you receive from your training provider when working towards your qualifications?
3/5
Lifetime has been really good, always emailing or messaging to find out how we are doing and also not afraid to go to managers to give updates or if they need the learner to do more. This is important because it allows good and honest conversations between the employer and lifetime
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
It has allowed me to advance into a secondment that I’ve recently started in the company and lifetime had a part to play in that with the coaching they have provided. It has also allowed me to take some of that information and provide it to my new training groups
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
4/5
Not at the moment as there was talks before covid to introduce more activists. We’ve had discussions about bringing in more activities like football or a sports day but this would require planning but should be happening soon. Other events would be Christmas parties or national charity fundraisers that Whitbread supports
Recommendations & Advice
Would you recommend Whitbread plc to a friend?
Yes
Why?
Whitbread is a huge company but it doesn’t stop the family feel factor and this is very important. Everyone can feel safe here regardless of their race, sex, gender or religion which is so so important. You also have levels to progress in this company which is very important
What tips or advice would you give to others applying to Whitbread plc?
To be open minded and not to be afraid to work from the bottom, the more work you put in the better you will be rewarded however it takes a lot of of patience and self motivation at times. There are a lot of perks working with whitbread and the company is very supportive
