Vacancy

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.

OUR BUSINESS
Resorts World is a leisure destination owned by Genting UK Ltd. Genting owns and operates many exciting brands within the centre, including Resorts World Casino, Santai Spa, Genting Hotel, Sky Bar & Restaurant, High Line Bar, The World Bar, The Sports Bar and a thriving meeting and events business. Located opposite the Resorts World Arena and the NEC, Resorts World is part of a busy campus that attracts millions of consumers every year to a diverse range of concerts, exhibitions and events. A vibrant destination with a beautiful lakeside location, it offers a fun and fast-paced working environment.

As an inclusive and diverse employer, we celebrate individuality and value the contribution that each person brings to our workplace. We continue to gain an understanding of the needs and requirements of our customers, colleagues and prospects and actively embrace and accommodate these. If you require any support in relation to your interview, such as guidance, advice or any adjustments, please contact us.

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