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Group Reservations Agent

  • Location:

    Droitwich, Worcestershire

  • Sector:

    Customer Service

  • Job type:


  • Salary:

    Up to £18600 per annum

  • Contact:

    Brook Street Birmingham Office

  • Contact email:

    [email protected]

  • Job ref:


  • Published:

    24 days ago

  • Expiry date:


  • Startdate:


Job Description


I am currently recruiting for a Groups Reservation Agent for my client based in Tower Hill, Droitwich. They are a privately owned company which initially specialised in booking 2-5-star accommodation and short breaks throughout the UK for both the leisure and corporate traveller, as well as offering call centre facilities to hotels and other leisure related companies. They also offer emergency relocation services and accommodation and claims handling to the insurance market. Working within a team for the Head of Groups, you will be responsible for handling all group bookings from the initial enquiry through to contracts, confirmation and payment. The group reservation agents must have a friendly warm personality and must always look to exceed customer expectations through exceptional customer service whilst ensuring the client's company values are at the heart of everything we do.


  • Ensure all customer requests and enquiries are dealt with in an efficient and business-like manner
  • Provide clients with accurate written proposals and confirmations
  • Provide administrative support to the Head of Groups
  • Handle incoming calls and emails with regards to groups and reservations
  • Deal with rooming lists & all correspondence relating to group business
  • Know the hotels the client works with and keep up to date with the processes you need to follow
  • Follow the customer complaints process, ensuring the Management team are advised
  • Ensure that you have your own reviews/appraisals and complete the necessary paperwork
  • Always provide the highest level of customer service
  • To act on your responsibilities detailed in the Health & Safety at Work Act 1974
  • To demonstrate a working knowledge of fire prevention and to follow the company's evacuation plan on hearing the alarm
  • To be security conscious with respect to /staff/ property/welfare and to report suspicious circumstances to your Manager
  • To familiarise yourself with your departmental standards of performance and to be able to demonstrate their application
  • To co-operate and communicate with colleagues to ensure effective department teamwork
  • To attend any meetings, training sessions or courses that may be beneficial to you and your development



  • GCSE English & Maths
  • Computer literate
  • Written & verbal communicator at all levels
  • Customer focused
  • Attention to detail
  • Motivational skills
  • Group reservation experience
  • Contact Centre Experience
  • At least 1 years' experience in a similar role
  • Ability to work on own initiative


  • Interest in meetings and events
  • Proactive planning
  • Commercial awareness
  • Flexible approach to their work
  • Experience with problem solving & customer complaints
  • Knowledge of CRM systems


  • Permanent role
  • 40 hours per week
  • Office opening hours: Monday to Friday 08:00 to 19:15, Saturday & Sunday 10:00 to 16:00
  • £18.6k salary


  • You can choose from a range of protection, healthcare or lifestyle benefits from the client's fully flexible rewards programme
  • You will have a generous holiday entitlement of 33 days - you may be required to work bank holidays
  • Discounted travel and accommodation
  • Annual company bonus
  • Additional holiday with years' service
  • Company social events
  • Referral scheme - £200 bonus if you recommend an individual to the company and they pass probation
  • Training and development, they promote within the business where possible
  • Healthcare cashback scheme

If you have a Customer Service background and are local to Birmingham, please send your cv and call Maisie on 0121 643 6954


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