Assistant Reservations Manager

We’re proud to be a certified B 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’re seeking an experienced Assistant Reservations Manager to actively lead the reservations team, managing the enquiry and coordination of both group and individual bookings in a professional and efficient manner. The role is focused on maximising sales, converting business opportunities and delivering the highest standards of customer service.

What you’ll do:

• Manage reservation enquiries via phone and email in line with hotel standards.
• Ensure accurate processing of all reservation requests, changes, and cancellations.
• Promote and coordinate group bookings to maximise revenue and repeat business.
• Communicate VIP bookings and special requests to relevant departments.
• Load rates, monitor competitor pricing, and apply yield strategies.
• Verify room availability, rate policies, guarantee conditions, and payment methods.
• Conduct regular one-to-one meetings and annual Performance Development Reviews (PDRs).
• Handle customer issues and complaints promptly and professionally.
• Monitor team performance, appearance, and adherence to service standards, promoting teamwork.
• Foster a sales-driven culture within the Reservations team to maximise revenue opportunities.
• Deputise for the Head of Reservations, Conferences & Events during their absence within areas of responsibility.
• Generate weekly group check reports and forecasts (3 to 6 months ahead).
• Prepare weekly operations forecasts for rooms and sleepers.
• Contribute to month-end accommodation and revenue reports.
• Monitor and report on room distribution across all channels ensuring rate parity and availability.
• Maintain accurate data input in the Property Management System (PMS) and associated platforms.
• Update reservations with payment details and verify all guest information for accuracy.
• Support the Reception team and assist with reservations training to ensure required standards.

About you:

You should have at least 2 years of experience within a supervisory role in a busy sales office environment and significant experience of dealing with agencies via booking platforms. You must also be able to demonstrate excellent customer service skills, be IT literate and have strong interpersonal skills, with the ability to relate to guests and staff at all levels of the organisation.

In return, we offer a competitive salary and eligibility for our discretionary incentive scheme. 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 careers@edgbastonparkhotel.com or call the People & Culture Team on 0121 414 8927.