Group reservations Agent

IBIS; City of Edinburgh; On-site; GBP 15,000 - 22,000; Full time

Benefits offered by this job

Heartist Discount

Free UK hotel nights

Staff meals

Uniform provided

28 days holidays

Pension

Employee Assistance Program

Learning programs

Inclusive & sustainable initiatives

Recommend a Friend Incentive

Job summary

IBIS in Edinburgh is seeking a Group Reservations Agent to maximise sales through strong product knowledge and exceptional service.

You will manage group bookings from initial inquiry to departure, coordinating with Sales and Events to track blocks, cutoffs and pickup status, and supporting overflow tasks for a collaborative team environment.

Qualifications

• Prior experience with OPERA cloud will be valued.
• Fluency in English.
• Customer service skills.
• Attention to detail and good organisation skills.

Responsibilities

• Promote hotel facilities and maximise sales with strong product knowledge.
• Offer exceptional, friendly and engaging service to guests.
• Assist guests with group bookings and changes.
• Support Reservations and Front Office with overflow tasks.
• Manage group reservations from inquiry to departure with accurate lists and billing.
• Coordinate with Sales and Events on group blocks, cutoffs and pickup status.
• Maintain group blocks in the reservations system and update rooming lists.
• Prepare and distribute group resumes and rooming confirmations to departments.
• Ensure all charges for group bookings are posted on time.
• Respond to inquiries by phone and email promptly and professionally.

Skills

Fluency in English

Customer service

Attention to detail

Organisation

Tools

OPERA Cloud

Job description

Company Description

Salary: 13.45/hour

Applicants with current right to work in the UK

What is in it for you

• ALL Heartist Card to be used in Accor Hotels Worldwide (Discounts off stays, dinning, shopping and more)
• Free night stays in our UK hotels (T&C Applies)
• Complimentary Staff meal
• Uniform provided
• 28 days holidays per year (up to 33 with length of service)
• Recommend a Friend Incentive
• Employee Assistance Program: support your wellbeing in your professional and personal lives
• Pension Scheme
• Company sick pay T&C
• Opportunity to develop your talent and grow by our learning programs through our Academies and apprenticeships
• Participate actively in initiatives to build a more inclusive and sustainable world
• And many more benefits and perks

Job Description

As our next Group Reservations Agent, you…

• Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
• Consistently offer exceptional, friendly and engaging service
• Assist guests and clients with special requests or changes related to their group bookings
• Support the Reservations and Front Office teams with overflow tasks and contribute to a collaborative team environment
• Manage group reservations from initial inquiry to final guest departure, ensuring accuracy in rooming lists, billing, and special requirements
• Communicate regularly with the Sales and Events teams to coordinate group blocks, track cutoff dates, and monitor pickup status
• Perform regular checks to ensure group blocks are accurate, including guest names, dates, rates, and billing details
• Maintain group blocks in the reservations system, updating rooming lists and ensuring accurate room assignments and rate codes
• Prepare and distribute group resumes and rooming list confirmations to relevant departments in a timely manner
• Ensure all charges related to group bookings (e.g. cancellation fees, deposits) are accurately processed and posted on time
• Respond to group reservation inquiries by phone and email promptly and professionally, providing clear and concise information
• Attend to other duties as requested by Management and Supervisors

Qualifications

• Prior experience working with OPERA cloud will be valued.
• Fluency in English
• Customer Service skills
• Attention to detail and good organisation skills

To help you navigate your role, and support your success you will be trained in all front of house related functions and the safety of the property and people

Additional Information

"Why work for Accor?"

"We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities. By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit Accor careers https://careers.accor.com/ Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Our commitment to Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent, creating an environment where everyone feels they belong