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.

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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…