Receptionist / Guest Service Agent

Birmingham's Grand Hotel on Colmore Row is housed in one of the city's most iconic buildings.

This landmark Grade II listed building has been brought back to life combining beautifully restored classic and original Victorian features with modern service and style that compliments a vibrant and diverse Birmingham in the 21st century.

The Grand Hotel features 185 bedrooms and extraordinary suites, a glamorous cocktail bar, a buzzing New York style restaurant, and eight magnificent meeting and event rooms - as well as the spectacular, Louis XIV-style Grand Ballroom.

Create memorable first impressions at one of Birmingham's most iconic hotels.

At The Grand Hotel Birmingham, we know that every memorable stay starts with a warm welcome. As a Receptionist / Guest Service Agent you'll be at the heart of our guest experience, ensuring every guest feels welcomed, valued and cared for from the moment they arrive until it's time to say goodbye.

Whether you're checking guests in, answering questions or helping make a special occasion even more memorable, you'll take pride in delivering thoughtful, personal service and creating experiences our guests will remember.

This is a flexible role with a variety of shift patterns available

Shifts operate across seven days and include mornings, afternoons, evenings and weekends. Typical shift patterns include 8.00am-1.30pm, 8.00am-4.00pm, 11.30am-8.00pm, 1.00pm-8.00pm and 4.00pm-9.00pm.

What you'll be doing as a Receptionist / Guest Service Agent;

• Providing a warm, professional welcome to every guest, creating a positive first impression of The Grand Hotel Birmingham
• Checking guests in and out efficiently while delivering exceptional customer service
• Responding confidently to guest enquiries and offering recommendations about the hotel and local area
• Resolving guest requests and queries with professionalism, empathy and attention to detail
• Building genuine relationships with our guests to help create memorable experiences and encourage return visits

What we're looking for

• Previous customer service experience, ideally within hospitality or a guest-facing environment
• A friendly, professional and approachable manner
• The ability to remain calm and organised while managing a variety of guest requests
• Good IT skills; experience using Opera PMS would be advantageous but isn't essential
• Flexibility to work a variety of shifts, including evenings and weekends

• £12.86 per hour + Service Charge and Gratuities to further your earning potential
• Stay at the Grand Hotel or other De Vere properties for as little as £50, with special rates for friends and family
• Get 50% off food and drinks when you dine in Isaacs or Madeleine - or at any De Vere location
• Explore our Exclusively Yours Benefits portal, unlocking hundreds of discounts on retail, travel, and leisure activities.
• Earn extra cash through our employee referral scheme.
• Free, freshly cooked meals from our chefs, available twice a day across service periods
• Take advantage of our Employee Assistance Programme, Hospitality Action, providing 24/7 health and wellbeing support, including free counselling.
• As a token of our gratitude for your loyalty, we'll treat you to an annual complimentary stay at The Grand Hotel or any De Vere property of your choice, plus additional monetary rewards for reaching long service milestones - which increase year on year!
• We believe in celebrating your special moments too, which is why we offer a £20 love to shop voucher to celebrate with you!
• Inclusive multifaith prayer room accessible any time for all team members
• Experience the flexibility and convenience of Wagestream, our financial wellbeing platform, granting you instant access to your pay when you need it.
• Take advantage of career development opportunities and apprenticeship programmes
• Regular team appreciation events and monthly recognition programmes
• Career development opportunities - including access to nationally recognised, funded apprenticeship programmes
• 28 days holiday each year (increasing annually up to 33 days) based on pro-rata calculations
• Venue closure over the Christmas period allowing you time off to enjoy the festive season