Reservations & Admin Agent
| Posting date: | 17 February 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 19 March 2026 |
| Location: | Birmingham, B40 1PU |
| Company: | Genting Casinos |
| Job type: | Permanent |
| Job reference: | 1463620296 |
Summary
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.
Key skills and responsibilities include:
- 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.
WHAT WE OFFER
As well as an excellent salary, we are dedicated to providing our colleagues with a vast range of benefits including:
Company funded benefits
- 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.
Flexible benefits* – designed for employees to choose the best package for their personal needs.
- Health Cash Plan (level 1 is company funded).
- Critical illness cover.
- Dental insurance.
- Travel insurance.
- Health Screening.
Rewards, recognition, development, and events
- 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