Reservations Agent

**The Grand Hotel Birmingham**:
Birmingham’s Grand Hotel on Colmore Row is housed in one of the city’s most iconic buildings.

This landmark Grade II* listed building has been brought back to life combining beautifully restored classic and original Victorian features with modern service and style that compliments a vibrant and diverse Birmingham in the 21st century.

The Grand Hotel features 185 bedrooms and extraordinary suites, a glamorous cocktail bar, a buzzing New York style restaurant, and eight magnificent meeting and event rooms - as well as the spectacular, Louis XIV-style Grand Ballroom.

**Reservations Agent - Temporary Role**:
We have an exciting and rare opportunity to join our Reservations team in a temporary capacity with potential for the role to lead to a permenant position in subsiquent months.

The role will be working 40hrs per week over 5 days on a temporary basis, which may be reviewed in line with the business needs.

In this role you will be assisting guests on the phone whilst they are making bookings for the hotel and providing them with a warm and welcoming experience and anticipating their every need. You will be a strong communicator and able to engage with our guests to provide them with a seamless booking procedure and set the tone for the experience they will receive when they stay with us.

**What you will do**
- Promote an always welcome and professional image to the guest, and give full co-operation to any guest requiring assistance, forging great relationships
- You will process all reservation requests, changes, and cancellations received by phone, fax, or mail in a timely manner.
- Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to guests. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system.
- Generating sales among client accounts, including up-selling and cross-selling.
- Dealing with large bookings and group bookings, issuing with quotes, contracts and attending show-round and client meetings to close sales
- Deliver effective communication between the office, reception, housekeeping, accounts and operations teams ensuring successful delivery of all requests and requirements
- Ensure all guests and company information are stored and managed in safe and confidential manner, ensuring is shared only on a need to know basis
- Previous experience as a Reservations Agent in a 4/5* Hotel
- Experience using Opera
- Customer focus and exceptional guest service levels
- Experience in the Birmingham City Centre market is highly desirable
- Ability to drive sales and upsell
- Pro-active attitude
- Remarkable written and verbal communication skills
- Personality, flair and the ability to communicate and collaborate effectively at all levels

**Benefits**:

- Competitive colleague and friend & family rates for overnight stays at the hotel
- 50% employee discounts on food and beverage at hotel outlets
- Access to our exclusive benefits portal, which includes extensive discounts on retail, travel and leisure activities
- Employee Referral sc