Reservations Agent

W Edinburgh is hiring a Reservations Agent to join the team! We invite you to play an integral part in bringing to life this unique brand in Edinburgh!

Explore an exciting new career path at W Hotels where your natural talent is celebrated. W Hotels’ work culture is uniquely designed to spark your imagination and curiosity while bringing the W experience to life for guests.

ABOUT THE ROLE

Reporting to the Director of Sales, you will be the key point of contact for our guests prior to their stay. You will assist them in making bedroom reservations whilst explaining all of the key features of the hotel, enticing them to experience all the property has to offer.  

We are looking for someone who is detail-oriented, a great communicator and passionate!

As Reservations Agent, key aspects of your role will include:

• Provide a luxury service to guests and bookers alike when assisting in making reservations, including personalizing calls, obtaining complete guest needs and all required information


• Process all reservation requests, changes, and cancellations received


• Explain guarantee, special rate, and cancellation policies


• Accommodate and document special requests


• Answer questions about property facilities/services and room accommodations


• Take every opportunity maximize revenue


• Input and access data in reservation system


• Ensure rate codes are correct


• Follow proper escalation procedures when addressing guest concerns

Our ideal Reservations Agent is someone who has:

• Great communication skills in both written and spoken English


• Previous experience handling telephone calls and responding to emails in a professional setting


• Previous experience in using Opera PMS


• An understanding of how their role impacts the wider hotel’s performance


• The ability to work well in a team


• Self-motivation 


• A desire to provide exceptional luxury service to each and every guest

In return for your hard work, we give you:

• Discounted accommodation in over 9,000 hotels all over the world. Yes, 9,000!


• £5 breakfast when staying in many of our European hotels


• Discounted food & drink in all our restaurants and bars


• Discounts for your friends and family


• Wellness and mental health programmes


• World class training and development, including leadership development


• Unlimited career opportunities (internationally and locally)


• Discounted cinema tickets


• Specially curated discounts in thousands of shops


• Amazing staff parties


• …and much more

ABOUT THE PROPERTY

W Edinburgh brings bold architecture and a vibrant lifestyle offering to the Scottish capital. Behind a façade featuring a winding steel ribbon – reflecting the city’s festival spirit – this 12-storey structure is the centerpiece of Nuveen Real Estate’s Edinburgh St James Quarter, incorporating retail, leisure and entertainment facilities along with residential apartments. 

This W hotel aims to help redefine the city’s hospitality landscape. Accordingly, it fuses the brand’s signature amenities with modern design and W Happenings, highlighting what’s new in design, fashion, music and culture.

The new W hotel accommodates guests across 244 stylish guestrooms, including 45 suites.  While staying here, guests benefit from the brand’s signature Whatever / Whenever service philosophy.

A real highlight of this property is its rooftop bar and outdoor terrace, pairing exciting cocktails and cuisine with 360-degree views over the historic city. Among the other noteworthy amenities are the W Lounge, a restaurant collaboration with SUSHISAMBA, a FIT workout facility and an AWAY spa, with special functions hosted in 2,450 sq ft of modern event space.

If this sounds like the perfect role for you, apply to be our Reservations Agent today!

Rights to Work in the UK must be held to apply for this position. 

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.