Job Title: Group & Reservations Executive Location: The Scotsman Hotel, Edinburgh Salary: Competitive, dependent on experience About Us The Scotsman Hotel, an iconic five-star property in the heart of Edinburgh, combines historic elegance with modern luxury. Renowned for its exceptional service and stunning architecture, The Scotsman offers guests a unique experience steeped in Scottish charm. As part of our commitment to delivering unparalleled guest experiences, we are seeking a motivated and detail-oriented Reservations Executive to join our team. Who we are: The Scotsman Group is Scotland’s largest and most diverse hospitality group, with a collection of over 40 venues across Scotland including bars, restaurants, hotels and more. The Role As a Group & Reservations Executive, you will professionally handle and process all group reservations with a positive guest journey focus, knowledgably maximising average room rate and occupancy to ensure the hotels and apartments exceed room revenue budget. The role requires excellent customer service skills, willingness to learn, meet and exceed key performance indicators whilst maintaining standards and procedures to always ensure a smooth and memorable guest experience. Key Responsibilities Maintain complete knowledge of and comply with all departmental polices/ services/ procedures/ standards. Maintain complete knowledge of hotels facilities, services, guest room layouts, bed types, decor, room availability day by day, room rates, packages/promotions/ upselling and billing queries, specific arrangements between hotels and travel agents, Scotsman Hospitality venues in Edinburgh for cross selling food and beverage. Maintain knowledge of how to work Opera, MEWS, OTA extranets and any other system with relevance to groups Maintaining a good relationship with all agents and guests as well as hotel teams and GMs To receive, handle and convert all group reservation calls and ensuring group reservation lines are attended at all times during scheduled hours. To efficiently follow up all group enquires to ensure conversion. Issuing of contracts and ensure cancellation policies are followed and deposits are taken correctly. Positively contribute towards departmental and hotel targets, objectives and budgets To sell with rates and promotions communicated to the team by the Commercial Team Anticipate guests needs for their reservation and maintain a positive relationship at all times. Any special attention or any concerns Senior Management and hotel GMs are made aware of. Respond promptly and professionally to all group email enquires To maximise and identify sales leads and referrals for the Sales Team for future business. To help increase direct bookings for the hotels by reducing commission including conversion calls for existing group OTA bookings To communicate fully as and when required about groups to appropriate property departments/team members – VIP, special requests or challenges you foresee. Help/assist Hotel Receptionist with any queries they may have with group reservations, arrivals, in house guests or billing queries via phone or email. Prepare templates for daily, weekly and monthly reports for Senior Management as required Support the Revenue Manager or GMs with any additional tasks when needed, this can be out with your job description Complete a daily task list including but not limited to: Checking all group reservations made (direct and online) regularly to ensure rates, nights, billing instructions are correct. Ensure deposits are processed, any declined are chased and recorded with a 24 hour follow up. Allocation blocks are checked to ensure attached to correct profiles. Groups Overview is complete for 12 months running Group status is correct as definite or tentative and revenue is attached to all group blocks Weekly Group Overview is sent to GMs and followed up with a call to clarify any questions and highlight any details needing special attention in regards to arrival ime, porerage, dietary requirements, special requests, F&B requirements etc rooming list are received and entered in a timely manner Complete additional relevant tasks as required. Skills & Experience Competency in the use of Opera Cloud and MEWS or similar hotel Property Management System. Customer service experience is essential Previous hotel front desk or reservation experience is preferable Good knowledge of Microsoft packages Ability to communicate verbally and in writing Ability to work as part of a team Positive can-do attitude Open mindedness Commercial thinking and communication of ideas to the Commercial team What We Offer Wagestream – Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing. 30% off of food and cinena tickets. Hotel and Apartment discounts. Access to Scotsman Perks Benefits Portal. Staff meals on duty. Flexible working opportunities. Career development through our Scotsman Steps training programme. Head Office Development Days Refer a Friend Scheme How to Apply If you are passionate about hospitality and have a keen eye for detail, we would love to hear from you. Apply now and one of our helpful team will be in touch.