The Grand Hotel Birmingham
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.
We warmly welcome everyone and foster a sense of belonging, where each person is valued and appreciated. Join our team and become part of a passionate group of individuals who genuinely care about the experiences we create for our guests and colleagues.
Switchboard Agent
As Switchboard Agent you will bring your personality and flair to provide a warm, friendly and generous telephone experience to our guests. The guest journey is paramount, so you'll know how to deliver fantastic experiences for our guests, time and time again.
Salary: £15,400 per annum
What the role will involve
• Answer all calls and emails promptly with a friendly & professional greeting, to create a Grand first Impression, using the guest's name when possible
• Promote an always welcome “can do attitude” to the guest, and give full co-operation to any guest requiring assistance, forging great relationships
• To be fully conversant in all hotel services, local amenities, be polite, courteous and helpful to guests at all times
• Actively listen and respond positively to guest questions, concerns, and requests using Grand processes to resolve issues, delight, and impress.
• Follow the guest journey through bedroom, restaurant and bar reservations
• Manage booking platforms for accommodation & dinning
• Promote opportunities upselling packages, dinning outlets & promotions.
• Be the voice of The Grand
What you can bring to the role
• Bubbly, generous, warm and genuine nature, someone who can make people feel at ease
• To be able to confidently, clearly and politely pass information to all guests
• Promote a positive attitude and display the ability to ‘make things happen’
• Highly customer-service oriented
• Team Player
• “A can - do attitude”
• Due to the nature of the work, the ideal candidate would be fully flexible in their approach to work and be able to work shift patterns through weekdays and weekends
• Previous experience desirable
• “Be Yourself”
Benefits:
• Competitive colleague and friend & family rates for overnight stays at the hotel
• 50% employee discounts on food and beverage at hotel outlets
• Access to our exclusive benefits portal, which includes extensive discounts on retail, travel and leisure activities
• Employee Referral scheme, get financially rewarded for introducing a friend or family member to our team
• Free meals on duty in our dining facilities
• Access to Hospitality Action, our Employee Assistance programme with 24/7 health and wellbeing support
• Rewards and recognition for living and breathing our company values
• Monthly employee recognition and rewards programme
• Regular team appreciation events, including regular employee parties throughout the year
• Career development opportunities – including access to apprenticeship programmes
• Use of Wagestream financial wellbeing platform, allowing instant access to your pay
• Uniform provided
