Reservations Agent

Position

Reservations Agent at W Edinburgh, 1 St James Square, Edinburgh, Scotland, United Kingdom. Full Time. Office-based role located on-property at the hotel. Reports to Director of Sales.

• Provide luxury service to guests and bookers when assisting in making reservations, personalizing calls, obtaining complete guest needs and all required information.
• Process all reservation requests, changes, and cancellations received.
• Explain guarantee, special rate, and cancellation policies to guests.
• Accommodate and document special requests from guests.
• 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.

• Great communication skills in both written and spoken English.
• Previous experience handling telephone calls and responding to emails in a professional setting.
• Previous experience using Opera PMS / Opera Cloud.
• Understanding of how the role impacts the wider hotel’s performance.
• Ability to work well in a team.
• Self‑motivation.
• Desire to provide exceptional luxury service to each and every guest.

• Discounted accommodation in over 9,000 hotels worldwide.
• Discounted food & drink in all W restaurants and bars.
• Discounts for friends and family.
• Wellness and mental health programmes.
• World‑class training and development, including leadership development.
• Unlimited career opportunities internationally and locally.
• Specially curated discounts in thousands of shops.
• Amazing staff parties and other celebrations.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non‑discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.