Reservations Agent

About the Company

The Hoxton, located in Edinburgh's vibrant West End, comprises 11 charming Georgian townhouses and offers 214 bedrooms along with lively public spaces such as a bar, an Italian trattoria named Patatino, a retro cinema, a versatile event space called The Get Together, and a unique meeting venue named The Apartment. This hotel is part of an international group known for stylish, affordable lodging that blends into the local community with welcoming social areas.

Role Overview

The Reservations Agent, reporting to the Front Office Manager, will serve as the first point of contact for prospective guests, ensuring every booking is managed with care, warmth, and professionalism. This role demands accuracy in handling individual room reservations and coordination across departments to ensure seamless guest experiences from booking to arrival.

Key Responsibilities

• Manage individual reservation requests via phone, email, booking platforms, and website with genuine hospitality.
• Possess thorough knowledge of room types, availability, promotions, and hotel policies to confidently assist guests.
• Verify booking details prior to guest arrival, including payments and special requests.
• Process payments and documentation accurately, including advance purchases.
• Introduce guests to hotel features such as upgrades, Houses, packages, dining, and add-ons.
• Support revenue goals by identifying opportunities to boost bookings and average spend.
• Encourage direct booking growth and maintain accuracy and consistency across OTAs.
• Collaborate closely with Front Office, Housekeeping, Sales, and Revenue teams for smooth guest experiences.
• Assist corporate clients, agents, and travel partners professionally.
• Maintain current rooming lists, billing instructions, preferences, and special requirements.
• Highlight distinctive aspects of the hotel’s Houses to guests.
• Provide operational support during busy or unexpected periods as needed.

Candidate Profile

• Authentic individuals eager to contribute uniquely to a dynamic team.
• A genuine passion for delivering exceptional hospitality experiences.
• Strong commitment to positively impacting guest interactions and creating memorable stays.
• Collaborative mindset that values teamwork, flexibility, and a readiness to take initiative.
• Enjoys a fun, supportive work environment and adapts well to new challenges.
• Experience in hotel reservations is advantageous but not required.
• Comfortable with computers and telephone communications.
• Focused on surpassing guest expectations with excellent organizational and communication skills.
• Self-motivated, able to prioritize tasks and seek guidance as necessary.
• Open to learning new methods and adapting quickly.

Benefits and Perks

• Competitive salary package.
• 29 days of paid holidays including bank holidays.
• Pension enrollment and life insurance coverage.
• Complimentary meals during shifts.
• A free night at The Hoxton and a meal for two upon joining.
• Initial and ongoing training programs fostering career growth.
• Opportunity to volunteer with partner charities supported by paid time off.
• Recognition programs including Hox Hero and Nifty Fifty rewards for exemplary work.
• Diversity and inclusion events promoting learning and positive change.
• Regular social gatherings such as team celebrations and parties.
• Work in a creative, innovative, and expanding international hospitality group.
• Generous discounts across The Hoxton and the wider Ennismore group.