Reservations Coordinator

About the Role:

We are seeking a highly skilled and detail-oriented Reservations Agent to join our team at W Edinburgh. As a key point of contact for our guests, you will be responsible for providing exceptional luxury service and ensuring seamless reservation experiences.

Key Responsibilities:

• Provide personalized service to guests and bookers, including obtaining complete guest needs and all required information.
• Process all reservation requests, changes, and cancellations in a timely and efficient manner.
• Explain guarantee, special rate, and cancellation policies to guests.
• Accommodate and document special requests.
• Answer questions about property facilities, services, and room accommodations.
• Take every opportunity to maximize revenue.
• Input and access data in the reservation system.
• Ensure rate codes are correct.
• Follow proper escalation procedures when addressing guest concerns.

Requirements:

• Great communication skills in both written and spoken English.
• Previous experience handling telephone calls and responding to emails in a professional setting.
• Previous experience in using Opera PMS.
• An understanding of how their role impacts the wider hotel's performance.
• The ability to work well in a team.
• Self-motivation.
• A desire to provide exceptional luxury service to each and every guest.

What We Offer:

• Discounted accommodation in over 9,000 hotels worldwide.
• £5 breakfast when staying in many of our European hotels.
• Discounted food and drink in all our restaurants and bars.
• Discounts for friends and family.
• Wellness and mental health programs.
• World-class training and development, including leadership development.
• Unlimited career opportunities (internationally and locally).
• Discounted cinema tickets.
• Specially curated discounts in thousands of shops.
• Amazing staff parties.