Whitbread to cut 300 UK jobs, outsource guest reservations
LONDON, UNITED KINGDOM — Whitbread, a British multinational hotel and restaurant company and the parent company of Premier Inn, confirmed its plans to cut approximately 300 jobs in its customer support and call center teams as part of a restructuring initiative. The move will see the outsourcing of its guest reservations team to overseas partners.
According to the firm, this decision follows a consultation process and aims to improve operational efficiency while reinvesting in customer experience.
Currently, around half of Whitbread’s reservation calls are already handled by an overseas partner. The company has assured that its head office and guest relations team in Houghton Regis, Bedfordshire, will remain operational in the UK. However, the telephone reservation call center will now be entirely managed offshore.
Redeployment plans for affected employees
Whitbread stated that it expects to redeploy around 150 of the affected employees into other roles within the company.
A spokesperson commented: “Our position as the UK’s leading hospitality business has been founded upon our ability to adapt and evolve… These proposals will bring our support center closer to our operations and unlock value that can then be reinvested to enhance our market-leading guest experience further.”
The company emphasized that the changes are designed to align with shifting customer preferences, particularly as more guests opt for online booking services over traditional phone reservations.
Part of broader restructuring efforts
This outsourcing move is part of Whitbread’s wider restructuring strategy. Last year, the company announced plans to cut 1,500 jobs across its UK operations and convert over 100 branded restaurants into hotel rooms. In 2024, Whitbread sold 51 restaurants under brands like Brewers Fayre and Beefeater for £56 million (US$69 million) as it shifted focus toward expanding its hotel business.
The restructuring comes amid financial pressures, including a reported 2% decline in group sales during the third quarter of FY24 due to reduced food and beverage revenues. Despite these challenges, Whitbread remains committed to growth through digital transformation and operational efficiency.
Customer experience remains a priority
Whitbread has reaffirmed its commitment to maintaining high service standards for Premier Inn guests, even as it outsources its guest reservations team overseas.
The spokesperson added: “We continuously explore ways to improve efficiency while maintaining and investing in our market-leading guest experience.”
This latest move highlights Whitbread’s efforts to adapt to industry changes while navigating economic challenges and evolving customer behaviors.
