Reservations Executive

Recruit Genie; Birmingham; On-site; GBP 23,000 - 29,000; Full time

Job summary

Edgbaston Park Hotel and Conference Centre is seeking a passionate Reservations Executive to manage individual and group enquiries, bookings and modifications using our PMS.

With at least two years in a fast-paced hotel environment and familiarity with systems like Guestline, you will ensure guest communications are professional and revenue opportunities are maximised.

We are committed to equality and supporting staff through a collaborative team environment.

Qualifications

• Two years’ experience in a fast-paced hotel environment.
• Experience with hotel PMS systems (Guestline) is desirable.
• Strong administrative and organisational skills.
• Guest-focused and professional communication with guests.

Responsibilities

• Handle telephone and email reservation inquiries promptly and professionally.
• Process room bookings, amendments and cancellations while maintaining standards.
• Assess guest needs to determine room types, availability and rates.
• Communicate booking terms, guarantees and cancellation policies clearly.
• Prepare quotations and confirmations; update records for changes.
• Enter rooming lists into PMS; manage billing, deposits, payments and refunds.
• Monitor future room availability and current reservations.
• Apply no-show or late cancellation charges as required.
• Escalate guest issues to Reservations Supervisor when needed.
• Maximise revenue opportunities wherever possible.

Skills

Guest focus

Customer service

Administrative skills

Organisational skills

Tools

Guestline PMS

Job description

We’re proud to be a certifiedB Corp– one of only seven hotels/hotel groups in the UK to earn this prestigious accreditation. This means we’re part of a global community of businesses committed to using profits and purpose to make a positive impact on people and the planet. If you want to be part of a team that values sustainability, inclusivity and meaningful work, we’d love to hear from you.

We are seeking a passionate and driven Reservations Executive. This is a pivotal position ensuring the efficient management of individual and group reservation enquiries, handling guest communications by phone and email and processing bookings, cancellations and modifications accurately within the Hotel’s PMS system.

What you’ll be doing

• Handling telephone and email reservation enquiries promptly and professionally, ensuring accuracy and adherence to hotel standards at all times.
• Processing all room bookings, amendments, and cancellations, and responding appropriately to guest questions and requests.
• Assessing guests’ needs to determine suitable room @types, availability, and rates, while accommodating and recording any special requests.
• Clearly communicating booking terms and conditions, including guarantees, special rates, and cancellation policies.
• Preparing and sending quotations and written confirmations to clients, updating records for any changes made.
• Entering rooming lists into the PMS system, creating accurate billing accounts, and processing deposits, payments, and refunds in line with hotel accounting procedures.
• Monitoring and tracking future room availability based on current reservations.
• Ensuring all bookings are guaranteed and applying no-show or late cancellation charges as required.
• Adhering to all hotel reservations policies and procedures.
• Taking ownership of guest issues or complaints, resolving them promptly or escalating serious matters to the Reservations Supervisor.
• Maximising revenue opportunities wherever possible.

About You

We are seeking a guest-focussed professional with at least two years’ experience in a fast-paced hotel environment. Experience with hotel PMS systems, such as Guestline, is desirable, along with strong administrative and organisational skills.

The Hotel reserves the right to close the vacancy early, should suitable applicants be found.

Edgbaston Park Hotel and Conference Centre is committed to being an equal opportunities employer and applicants will be shortlisted and recruited on the sole basis of their relevant skills, experience and qualifications. If you have a disability and require any adjustment to be made to the recruitment process in order for you to participate, please contact [e-mail] or call the People & Culture Team on 0121 414 8927.