Cluster Reservationist

Cairn Group; Newcastle upon Tyne; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading UK hospitality company in Newcastle upon Tyne is looking for a Cluster Reservationist to be the first point of contact for booking guests across multiple properties. The ideal candidate will excel in creating outstanding first impressions, personalising guest experiences, and collaborating with various teams. This role offers an opportunity to grow in a friendly, supportive environment with a strong emphasis on team values and career development.

Benefits

Real-time pay tracking with Wagestream

Discounted stays across venues

Food and drink discounts

Spa wellness offers

Savings on shopping and entertainment

Career growth support

Monthly Superstar Awards

Long-Service Awards

Referral bonuses

24/7 Employee Assistance Programme

Bereavement Leave

Pension Scheme

Year-round incentives

Qualifications

• Ability to create outstanding first impressions with guests.
• Experience in personalising each booking.
• Strong collaboration skills across departments.
• Capability to remain calm under pressure.
• Polished professional communication skills.
• Proactive and detail-oriented time management.

Responsibilities

• Serve as the first point of contact for guests.
• Manage calls, emails, and messages for bookings.
• Work with other teams to optimise bookings.

Skills

Outstanding first impressions

Personalisation of bookings

Team collaboration

Stress management

Clear communication

Time management

Job description

Hospitality Starts Here – Build Your Future with Cairn Group

Are you ready to grow your career in hospitality? At Cairn Group, we believe work should be rewarding, exciting, and full of opportunities to learn and develop. Whether you're creating unforgettable guest experiences or supporting your team, you'll be part of a friendly, supportive environment where your contributions are valued. With the opportunity to learn, develop, and be recognised, Cairn Group is a place where you can build a career, you’re proud of.

About the Role:

As a Cluster Reservationist at Cairn Group, you’ll be the first point of contact for guests booking stays across our five vibrant Newcastle properties. You’ll help set the tone for an outstanding guest experience—right from the first hello.

From initial enquiry to confirmed reservation, you’ll handle calls, emails, and messages with care and professionalism. Whether it’s a solo stay, group booking, or special event, you’ll tailor each experience to suit guest needs, ensuring a seamless journey from start to finish.

You’ll also work closely with the Sales, Meetings & Events, and Revenue teams to optimise bookings, keep systems up to date, and support repeat business. Your role is all about connection, precision, and helping guests feel welcome before they even arrive.

About You:

You will thrive at Cairn Group because you are:

• A Hospitality Hero – You create outstanding first impressions and build positive connections with every guest interaction.
• A Service Superstar – You go the extra mile to personalise each booking and deliver a smooth, efficient experience.
• A Team Player – You collaborate with colleagues across departments, supporting common goals and a respectful team culture.
• Cool Under Pressure – You stay calm, confident, and helpful when managing multiple enquiries or resolving challenges.
• A Polished Professional – You communicate with clarity and care, representing the Cairn brand across all channels.
• Proactive & Organised – You manage your time well, pay attention to detail, and keep systems and guest records accurate and up to date.

About Us:

Cairn Group is a leading UK hospitality company with over 60 years of expertise in hotel acquisition, ownership, management, investment, and development. Our journey has been shaped by successful partnerships with global brands and a commitment to creating thriving, guest-focused properties.

At Cairn Group, our values - Respect, Integrity, Sustainability, and Excellence (RISE) - are at the heart of everything we do. We respect our team and guests, act with integrity, and invest in our people to build a sustainable future - for our business, our communities, and the planet. Every day, we work to deliver excellence, going the extra mile to create outstanding experiences for our guests.

Benefits:

• Get Paid in Real-Time or build savings with Wagestream: Take control of your earnings. Track your pay live, access funds when needed, build savings and get expert financial tips—all in real-time.
• Stay, Relax and Recharge: Enjoy discounted stays across our all our venues. Treat yourself or bring your friends and family along for a well‑earned break.
• Delicious Discounts: Indulge a little with discounts off food and drinks across our hotels, bars and restaurants.
• Spa Discounts: Self‑care matters! Treat yourself with exclusive wellness offers at our spas and leisure clubs.
• Retail, Cinema & Fun Discounts: Enjoy exclusive access to savings on shopping, cinemas trips and fun days out.
• Rise with Us: From apprenticeships to leadership programmes, we support you to grow and reach your career goals.
• Superstar Awards: Your hard work deserves the spotlight! Each month we celebrate and reward our team members who showcase our values and bring hospitality to life.
• Long‑Service Awards: Celebrate key milestones with us, starting from just one year of service—plus enjoy extra annual leave as a thank‑you for your commitment.
• Recommend a Friend: Bring great people into the team and earn a bonus when they join!
• 24/7 Support: We’re committed to your wellbeing. Access our confidential Employee Assistance Programme anytime, anywhere.
• Bereavement Leave – When life gets tough, we ensure you have the time and support you need to be with your loved ones.
• Pension Scheme: Plan for your future with your pension plan, designed to help you build long‑term security.
• Year‑Round Incentives: Enjoy fun incentives, exciting challenges, and surprise perks throughout the year!

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