Reservations Agent - VIP, Entertainment & Group Bookings

The Grand Hotel Birmingham Limited; Birmingham; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Sales bonuses

Discounted hotel stays

Meals provided

Birthday day off

Employee discounts

Career development

Job summary

The Grand Hotel Birmingham Limited is seeking a Reservations Agent to specialise in VIP, entertainment and group bookings. You will handle inquiries, provide proposals, and issue quotes aligned with the set demand calendar to maximise revenue and conversion.

You will manage rooming lists, rider requests, and support the wider reservations team with reservations and transient queries. A background in 4/5* hotels and familiarity with Opera/Opera Cloud is preferred, along with strong communication

Qualifications

• VIP, Entertainment and Group bookings experience is a plus
• Excellent communication and guest service skills
• Ability to drive sales and upsell

Responsibilities

• Specialise in VIP, Entertainment and Group Bookings
• Manage enquiries via phone, email, and third-party platforms; prepare proposals and quotes
• Collate rooming lists, communicate rider requests, collect payments and deposits
• Handle entertainment and group bookings; issue quotes and contracts; attend show-rounds and client meetings
• Coordinate with office, reception, housekeeping, accounts and operations teams
• Determine best room type to maximise rate

Skills

VIP bookings

Group bookings

Upselling

Communication

Proactive attitude

Tools

Opera/Opera Cloud

Job description

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 - VIP, Entertainment & Group Bookings

Have you got a passion for making sure the dazzling detail is met so we can WoW our VIP's and Group Bookings?

We have an exciting and rare opportunity to join our Reservations team. This role will establish and develop personal contact with all our VIP, Entertainment and Group bookings ensuring their accommodation needs and expectations are met. You will handle all incoming enquiries, providing proposals and detailed quotations in line with the set demand calendar to ensure maximisation of revenue and conversion. In addition, you will handle guests rooming lists, special requirements/riders and support our wider reservations team with transient queries.

What the role involves

• Specialise in VIP, Entertainment and Group Bookings
• Manage enquiries via phone, email, and third-party booking platforms; prepare and send proposals to Grand Standards while efficiently processing all reservation requests, amendments, and cancellations.
• Collate rooming lists, ensure special rider requests are communicated and carried out, collect payments and deposits in line with contracted terms.
• Dealing with entertainment and group bookings of all sizes, 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
• Determine the most appropriate room type to meet guest requirements and maximize room rate

What you can bring to the role

• Previous experience as a Reservations Agent in a 4/5* Hotel is desired
• Experience using Opera and/or Opera Cloud is useful
• Confident IT and computer skills
• Strong knowledge of all departments and the industry
• 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
• Exemplary written and verbal communication skills
• Personality, flair and the ability to communicate and collaborate effectively at all levels

At the Grand Hotel Birmingham we make every effort to reward and recognise the loyalty and hard work you provide by offering the following;

• £27,894 + Sales targets and bonuses to further your earning potential.
• Stay at the Grand Hotel or other De Vere properties for as little as £50, with special rates for friends and family
• Get 50% off food and drinks when you dine in Isaacs or Madeleine - or at any De Vere location
• Explore our Exclusively Yours Benefits portal, unlocking hundreds of discounts on retail, travel, and leisure activities.
• Earn extra cash through our employee referral scheme.
• Free, freshly cooked meals from our chefs, available twice a day across service periods
• Take advantage of our Employee Assistance Programme, Hospitality Action, providing 24/7 health and wellbeing support, including free counselling.
• As a token of our gratitude for your loyalty, we'll treat you to an annual complimentary stay at The Grand Hotel or any De Vere property of your choice, plus additional monetary rewards for reaching long service milestones – which increase year on year!
• We believe in celebrating your special moments too, which is why we offer an extra paid day off for your birthday, along with a £20 love to shop voucher.
• Inclusive multifaith prayer room accessible any time for all team members
• Experience the flexibility and convenience of Wagestream, our financial wellbeing platform, granting you instant access to your pay when you need it.
• Take advantage of career development opportunities and apprenticeship programmes
• Regular team appreciation events and monthly recognition programmes
• Career development opportunities – including access to nationally recognised, funded apprenticeship programmes
• 28 days holiday each year (increasing annually up to 33 days)
• Venue closure over the Christmas period allowing you time off to enjoy the festive season