Reservations Supervisor

About Us

The Scotsman Hotel, an iconic five-star property in the heart of Edinburgh, combines historic elegance with modern luxury. Renowned for its exceptional service and stunning architecture, The Scotsman offers guests a unique experience steeped in Scottish charm. As part of our commitment to delivering unparalleled guest experiences, we are seeking a motivated and detail-orientedReservations Executiveto join our team.

The Scotsman Group is Scotland's largest and most diverse hospitality group, with a collection of over 40 venues across Scotland including bars, restaurants, hotels and more.

The Role

The Reservations Supervisor oversees the daily operations of the reservations team, ensuring efficient handling of individual and group bookings while adhering to hotel policies and procedures. This role involves maximizing room revenue, maintaining strong guest relationships, and ensuring seamless use of systems like Opera, MEWS, and Siteminder. The Supervisor supports team management, providing training, guidance, and development opportunities while assisting the Reservations & Revenue Assistant Manager with administrative and reporting tasks. The position also focuses on achieving departmental targets, handling escalated guest inquiries, and collaborating with other departments to maintain a high standard of service and guest satisfaction.

Key Responsibilities

• Assist The Reservations & Revenue Assistant Manager with tasks including but not limited to
  • Administrational tasks such as rota creation maintenance of rota system.
  • Team management tasks such as team incentives, identifying training needs, supporting team development with the help of the Training & Development Team.
  • Reporting tasks such as cancellations, no show and commission reporting
  • Communicate ideas for team encouragement, staff incentives, team welfare and an overall positive working environment
    • Reservations Executive Role Responsibilities
    • Adhere to departmental policies, procedures, and standards.
    • Stay informed about hotel facilities, services, room layouts, rates, packages, and promotions for effective cross-selling.
    • Proficiently use Company Systems: Opera, MEWS, and relevant OTA extranets.
    • Foster positive relationships with agents, guests, and hotel teams.
    • Handle and convert group reservation calls, ensuring timely responses.
    • Follow up on group inquiries for conversion and issue contracts, ensuring adherence to cancellation policies and deposit collection.
    • Contribute to departmental and hotel targets, objectives, and budgets.
    • Sell rates and promotions communicated by the Commercial Team.
    • Anticipate guest needs, addressing any special requests or concerns with management.
    • Respond promptly to group email inquiries and identify sales leads for the Sales Team.
    • Facilitate direct bookings by reducing commission through conversion calls.
    • Communicate group-related information to relevant departments and assist hotel receptionists with group queries.
    • Prepare daily, weekly, and monthly reports for Senior Management.
    • Support Senior Management and team with additional tasks as needed.
    • Complete daily tasks required by you, including but not limited to: verifying and managing reservations, managing deposits and payments, managing block allocations, and managing rooming lists.

Skills & Experience

• Proficiency in Opera Cloud, MEWS, or similar hotel Property Management Systems.
• Experience in delivering high-level customer service, crucial for guest satisfaction.
• Solid background in reservations management.
• Strong working knowledge of Microsoft Office applications.
• Excellent verbal and written communication skills.
• Proven ability to lead and supervise a team effectively.
• Positive, proactive attitude with an open-minded approach to problem-solving.
• Strong commercial awareness, with the ability to communicate ideas to the Commercial Team.
• Capable of training and developing reception and reservations team members on departmental procedures and best practices.

About You

• Experience:Previous experience in a reservations, front desk, or customer service role, preferably within the hospitality industry.
• Communication Skills:Excellent verbal and written communication skills, with the ability to engage effectively with guests and colleagues.
• Organised & Detail-Oriented:Strong organisational skills with the ability to manage multiple tasks and ensure accuracy in all bookings.
• Proactive:A positive attitude with a proactive approach to problem-solving and guest satisfaction.
• Tech-Savvy:Proficient in using hotel reservation systems (e.g.Opera) and MS Office. Experience with online booking platforms is a plus.
• Team Player:Ability to work well within a team, collaborating with other departments to deliver exceptional guest experiences.

What We Offer

• Competitive Salary:Reflective of your experience and skills.
• Career Development:Opportunities for growth within The Scotsman Hotel and our wider hotel group.
• Training & Support:Full training provided to help you succeed in your role.
• Staff Benefits:Enjoy discounted rates at The Scotsman Hotel and our partner properties.
• Positive Work Environment:Join a supportive team in one of Edinburgh's most prestigious hotels.