Reservations & Admin Agent

Job Description

Are you passionate about delivering exceptional customer service? Would you like to work in a fun, vibrant industry?

We have a vacancy for a Reservations & Admin Agent to join the team at Resorts World Birmingham. You will be responsible for handling reservations and accounts administration for the Genting Hotel, Santai Spa and our Bars & Restaurants. You will use strong selling skills daily to capture new and repeat business while identifying opportunities to drive revenue. This role requires exceptional organisation, excellent communication skills and a strong focus on accuracy.

• Handling telephone reservations for the Genting Hotel, Santai Spa and all Bars & Restaurants.
• Ensuring all third-party bookings are loaded accurately.
• Inputting all bookings and updates in line with departmental procedures.
• Delivering a smooth and professional booking journey with exceptional service at every stage.
• Prioritising guest needs and responding promptly to enquiries and requests.
• Completing accounts administration tasks, including processing bank payments, checking invoices, raising purchase orders and chasing outstanding payments.
• Working collaboratively with colleagues and completing clear handovers when taking leave.
• Completing daily, weekly and monthly operational tasks to support the department.
• Ensuring that all accounting information and reservation data is accurate.
• Identifying opportunities to drive revenue and confidently upselling where appropriate.
• Demonstrating an excellent telephone manner and strong communication skills.
• Communicating confidently face-to-face, over the phone and by email.
• Using systems effectively, including Opera PMS, Trybe Spa System and Microsoft Office applications.
• Maintaining strong attention to detail and remaining composed during busy periods.
• Adopting a positive and proactive approach to all tasks.
• Completing any other reasonable duties as required.

As well as an excellent salary, we are dedicated to providing our colleagues with a vast range of benefits including:

• Private GP helpline.
• Discount portal for popular retailers, restaurants, leisure and more.
• Pension scheme.
• Life assurance.
• Employee assistance programme – A confidential helpline providing 24/7 advice and counselling whatever the issue.
• 20% discounted gym membership.
• Mental health support.
• Family‑friendly and wellbeing policies.

• Health Cash Plan (level 1 is company funded).
• Critical illness cover.
• Dental insurance.
• Travel insurance.
• Health Screening.

• Career development opportunities.
• Genting Academy – online learning portal.
• Lifestyle vouchers.
• Long service awards.
• Staff social fund.
• Annual company Christmas present.
• A range of social engagement activities such as a company‑wide pub quiz, Croupier of the Year Awards, and a 5‑a‑side football tournament.
• subject to eligibility