Reservations Co-ordinator

JA The Bruntsfield is preparing for an exciting future. With a major refurbishment planned over the coming year, we are focused on enhancing every aspect of the guest journey and elevating service standards as we progress towards Forbes Travel Guide expectations.

We are looking for an enthusiastic, commercially minded and guest focused Reservations Coordinator to become an integral part of our Front Office operation.

About the Role

As one of the very first points of contact for our guests, you will play a vital role in creating exceptional first impressions. Every telephone conversation, email and enquiry should reflect professionalism, warmth and confidence, ensuring guests feel excited about their upcoming stay from their very first interaction.

This role is much more than taking reservations. As Reservations Coordinator, you will play a pivotal role in the successful operation of the hotel by ensuring accurate communication of future business across all departments. You will be responsible for coordinating business information, preparing daily business sheets and ensuring every operational team has the information required to deliver an exceptional guest experience.

Reservations & Guest Journey

• Manage all accommodation enquiries via telephone, email and online channels.
• Answer all incoming hotel telephone calls professionally, confidently and in line with luxury hospitality standards.
• Convert enquiries into confirmed bookings through exceptional product knowledge and consultative selling techniques.
• Provide personalised recommendations tailored to each guest's individual requirements.
• Maintain accurate guest profiles, booking information and reservation records within the hotel management system.
• Ensure every guest interaction reflects the hotel's luxury positioning and service culture.

Business Coordination

• Prepare, maintain and distribute detailed daily business sheets, arrival reports and operational information for all hotel departments.
• Ensure all guest preferences, VIP requirements, special requests and operational notes are accurately communicated in advance of arrival.
• Act as a key communication link between Front Office and operational departments, ensuring everyone has the information required to deliver a seamless guest journey.
• Support effective operational planning by ensuring business information is accurate, timely and well communicated.
• Maintain excellent attention to detail to ensure information is complete and accurate at all times.

Commercial Performance

• Maximise room revenue through effective upselling and promotional activity.
• Understand occupancy levels, demand and availability to identify revenue opportunities.
• Work closely with the Front Office & Revenue Manager to maximise booking performance and support revenue objectives.
• Maintain excellent enquiry conversion rates across all communication channels.
• Promote all hotel facilities and services confidently to enhance both guest experience and revenue generation.

Standards & Quality

• Support the hotel's journey towards Forbes Travel Guide service standards.
• Achieve consistently high Mystery Call audit scores through exceptional telephone etiquette and guest engagement.
• Follow Reservations SOPs while actively contributing ideas for continuous improvement.
• Maintain exceptional accuracy and attention to detail across all reservations activity.
• Ensure guest information is handled professionally, accurately and in accordance with GDPR requirements.

Collaboration

• Work closely with Reception, Housekeeping, Food & Beverage, Maintenance and all operational departments to ensure effective communication throughout the hotel.
• Support Front Office operations during busy periods where required.
• Contribute positively to departmental meetings and operational planning.
• Develop strong working relationships across the hotel to ensure the guest journey is coordinated, efficient and memorable from enquiry through to departure.

The Ideal Reservations Co-ordinator

• Previous experience within hotel reservations, reception or guest services.
• Excellent telephone communication skills with a warm, engaging and professional manner.
• Strong customer service and sales ability with confidence in converting enquiries.
• Experience using Guest Line or similar PMS / hotel management systems would be preferred but not essential.
• Excellent organisational skills with exceptional attention to detail.
• Ability to prioritise multiple tasks whilst maintaining high levels of accuracy.
• Experience working towards Hospitality Mystery Call standards would be highly desirable.
• Knowledge of Forbes Travel Guide standards or luxury hospitality would be advantageous.

Personal Attributes

• Friendly, engaging and naturally guest focused.
• Professional and articulate communicator.
• Commercially aware with confidence to convert enquiries into bookings.
• Highly organised and detail focused.
• A proactive team player who enjoys collaborating across departments.
• Passionate about delivering exceptional first impressions and supporting operational excellence.

What Success Looks Like For This Role

• Exceptional guest feedback from the booking experience.
• Outstanding Institute of Hospitality Mystery Call audit performance.
• Strong enquiry conversion and revenue generation.
• Accurate business sheets and seamless communication across every department.
• Excellent collaboration between Front Office and operational teams.
• A Reservations function that creates exceptional first impressions and supports JA The Bruntsfield's journey towards becoming one of Edinburgh's leading luxury boutique hotels and achieving Forbes Travel Guide standards.

Why Join us

At JA The Bruntsfield, you'll find more than a job - you'll build a career within a global hospitality family. We offer:

• Competitive salary plus tronc - meaning your monthly earnings are topped up through service charge & gratuities.
• Discounts on overnight stays for you at JA The Bruntsfield and our sister property JA Mar Hall and Friends & family discounted hotel rates.
• 50% discount on food for you +3 guests, and 25% off beverages within the restaurant at JA The Bruntsfield, and JA Mar Hall.
• 50% discount on Spa treatments at our sister property, JA Mar Hall.
• Golf day discounts for you, friends, and family at our sister property, JA Mar Hall.
• Access to Wisdom, our confidential wellbeing support programme for you and your friends / family.
• Free meals provided daily.
• Recommend-a-Friend bonus scheme