Group reservations Agent

IBIS; City of Edinburgh; On-site; GBP 22,000 - 30,000; Full time

Job summary

A leading hotel in Edinburgh is seeking a Group Reservations Agent to manage group booking processes, ensure excellent customer service and accurate reservations. The ideal candidate will have strong organizational skills and experience with OPERA cloud. Employee benefits include discounts, free nights, and holiday entitlements, fostering a supportive work environment for personal and professional growth.

Benefits

Free night stays in UK hotels

Complimentary staff meal

28 days holiday per year

Employee Assistance Program

Pension scheme

Company sick pay

Opportunities for talent development

Qualifications

• Experience with OPERA cloud is valued.
• Fluency in English is required.
• Strong customer service skills.

Responsibilities

• Manage group reservations from initial inquiry to final guest departure.
• Assist guests with special requests related to group bookings.
• Communicate with Sales and Events teams for coordination.

Skills

Customer service

Attention to detail

Organizational skills

Tools

OPERA cloud

Job description

Social network you want to login/join with:

• ALL Heartist Card to be used in Accor Hotels Worldwide (Discounts off stays, dining, 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
• Opportunity to develop your talent and grow through our learning programs via Academies and apprenticeships
• Participate in initiatives to build a more inclusive and sustainable world
• And many more benefits and perks
  
  Our objective is simple: make you grow and give you the spark to unleash your personality

As our next Group Reservations Agent, you…

• Use every opportunity to promote hotel facilities and maximize 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

What is in it for you:

• ALL Heartist Card for use in Accor Hotels Worldwide (Discounts off stays, dining, 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 both professional and personal lives
• Pension scheme
• Company sick pay
• Opportunity to develop your talent and grow through our learning programs via Academies and apprenticeships
• Participate actively in initiatives to build a more inclusive and sustainable world
• And many more benefits and perks
  
  Our objective is simple: make you grow and give you the spark to unleash your personality

As our next Group Reservations Agent, you…

• Use every opportunity to promote hotel facilities and maximize 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 is valued.
• Fluency in English
• Customer service skills
• Attention to detail and good organizational skills

To support your success, you will be trained in all front-of-house functions and safety protocols for the property and people.

Additional Information

Our mission at Ibis Edinburgh Centre South Bridge is to create memorable moments for our guests, connecting hearts from arrival to farewell.

Whatever your reason for joining us—a job, a career, or a calling—we have something for you!

If you believe you are the right candidate for the role of our Group Reservations Team Member, please click ‘apply’ now! We’d love to hear from you!

One more thing…

By working at Ibis Edinburgh Centre South Bridge, you will be part of the Accor network, a worldwide hospitality leader. With us, you can be all you are, work with purpose, grow, learn, enjoy, and explore limitless opportunities. Discover our Talent stories at heart-of-hospitality.com or on Instagram @heart.of.hospitality

Our commitment to Diversity & Inclusion:

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