Reservations Agent

Company Description

We’re looking for a Reservations Agent to make every booking seamless, every guest excited about their visit and every step of the reservation journey effortless at The Hoxton, Edinburgh.

Reporting to the Front Office Manager, you’ll be responsible for being the first point of contact for future guests-handling room bookings with accuracy, warmth and genuine hospitality. Your role focuses on managing individual room reservations, supporting hotel operations, and ensuring smooth communication between departments so that every stay begins perfectly.

We’ve opened our doors in Edinburgh’s charming West End - our very first Hox in Scotland. Set across 11 beautiful Georgian townhouses, we’re home to 214 bedrooms, a lively open lobby and bar, an all-day Italian trattoria Patatino, a retro-inspired cinema, a flexible and super-size event space called The Get Together, and The Apartment – our unique signature spot for meetings, private dinners and memorable gatherings.

More about us…

The Hoxton is a series of open-house hotels, each in a neighbourhood that we love. Ever since we opened our first hotel in Shoreditch, we’ve never just been about offering a bed for the night. We want to be more than that: proving style doesn’t need to be sacrificed for good value and providing a place where guests can hang out alongside the locals and submerse themselves in the neighbourhood with vibrant, welcoming public spaces.

Job Description

What's in it for you...

• Become part of a team that’s very passionate about creating great hospitality experiences.
• Competitive salary.
• 29 days holiday (including bank holidays), pension and life insurance.
• Food on us during your shift.
• Enjoy a free night at The Hoxton and a meal for two when you first start with us.
• Training to get you settled into your role with ongoing development that helps you think, make and thrive to set you up for success at work.
• Time off to volunteer with one of our partner charities.
• Hox Hero and Nifty Fifty, our rewards for going the extra mile and living our values.
• An annual diversity and inclusion calendar of events creating opportunities for you to learn, celebrate and make a positive impact.
• Regular team get togethers, from our High Fives to our (pretty special!) team parties – we know how to have a good time!
• The chance to challenge the norm and work in an environment that is both creative and rewarding.
• Join an innovative, fast-growing, international group that is shaking things up on the hospitality scene.
• Excellent discounts across The Hoxton and the global Ennismore family.

What you’ll do…

• Be the go-to for individual room reservations across phone, email, booking channels, and our website and respond with warmth that reflects our brand.
• Know our rooms, availability, promotions, and hotel policies inside out so you can guide guests with confidence so that our guests’ expectations are not only met but exceeded.
• Check bookings before arrival to make sure everything, from payments to special requests, is spot on.
• Handle payments and documentation correctly, including advance purchase bookings.
• Introduce guests to everything the hotel offers, from room upgrades and Houses to packages, F&B experiences, and add-ons.
• Support revenue strategy by identifying opportunities to increase conversion and average spend.
• Drive direct bookings and help grow our direct share while hitting targets and keep OTA bookings accurate and rates consistent.
• Work closely with Front Office, Housekeeping, Sales, and Revenue teams to ensure smooth arrivals and seamless stays.
• Assist corporate bookers, agents, and travel partners professionally and with care.
• Make sure rooming lists, billing instructions, preferences, and special requests are always up to date.
• Shine a spotlight on our Houses, highlighting their unique features to guests.
• Pitch in to support wider hotel operations whenever required.

What we’re looking for…

• Individuals. You’re looking for a place where you can be you; no clones in suits here.
• Passion for hospitality – whether that’s a drink, a meal, an event or a bed for the night.
• You’re all about having a positive impact on the people you interact with, leaving them with a memorable experience.
• You’re not precious. We leave our egos at the door and help get things done.
• You’re up for doing things differently and trying (almost) everything once.
• If we got stuck in a lift together, we’d have a good time and share a few laughs.
• You want to be part of a team that works hard, supports each other, and has fun along the way.
• Previous experience in hotel reservations is preferred but not mandatory – it’s all about how you contribute to the team!
• You’re great with computers and on the phone.
• Passion for exceeding guest’s expectations.
• Flexibility to support operations or front desk during busy or unexpected moments.
• Excellent organisational and communication skills with a high level of accuracy.
• Ability to work independently, prioritise work and ask for clarification when needed.
• Curious, adaptable and open to new approaches.