Reservation Coordinator

Reservations Coordinator

Johnnie Walker Princes Street

Full time, permanent

Closing date: 23rd March 2025

Background

Johnnie Walker Princes Street is the centre piece of a £185 million investment program to transform our Scotch whisky visitor experiences in the biggest concerted programme ever seen in Scotland's whisky tourism sector. At the heart of the investment and the future global brand flagship for Johnnie Walker, the visitor experience in central Edinburgh brings to life the story of the brand and its makers and create a unique welcome for millions of whisky fans around the world. With eight floors filled with breath-taking bars, event spaces and views across the capital and castle, Johnnie Walker Princes Street has the perfect ingredients to stand alone as of Scotland and the World's finest attractions

• Responsible for handling the Johnnie Walker Princes Street reservations mailbox to a high standard.
• Handle large volumes of voicemails & external calls related to all inquiries regarding Johnnie Walker Princes Street.
• Ability to coordinate high volumes/large bookings for Food & Beverage & Experience Department while maximising availability.
• Effectively communicate and collaborate closely with your colleagues and other departments to ensure operational excellence.
• Co- Ordinate and run the weekly operations meetings to advise wider team of all upcoming business. Advise on opportunities and areas of improvement.
• Assist with reporting and analysis of Sales, important metrics, Visitor Footfall, CRM.
• Assist our visitors and partners with their bookings by efficiently answering and appropriately upselling tailored offerings at Johnnie Walker Princes Street.
• Ensure you are familiar with all the up-to-date offerings within Johnnie Walker Princes Street and create customized packages for our guests.
• Keep track of deposits paid and any payments required to ensure all bookings are confirmed and there are no outstanding invoices.
• Ability to interact professionally and manage expectations with internal and external partners.
• Critical thinking around how to exceed guests expectations and ensure premier experience.
• Ability to use different booking systems confidently.
• Support the F&B team with managing table turn-times to increase revenue for the department.
• Actively promote the events' calendar to generate sales.
• Work with a confident and professional manner and be consistent at providing excellent exclusive customer service in line with our Five Star Visitor Attraction Award.
• Responsible for reviewing and responding to guest feedback in a professional and timely manner on applicable platforms.
• Actively capture our visitors' preferences and communicate any dietary requirements or special requests to the relevant department with the use of BEOs.
• Ensure all reservation data is accurately entered into booking systems and maintain up-to-date records for reporting purposes in line with GDPR regulations.

• Promote Diageo's responsible drinking program.
• Ensure practices are aligned to our compliance procedures and code of business conduct with the handling of personal data for guests and internal partners.
• Constantly assess our digital offering and experience and provide guest feedback to the relevant departments.
• Provide ongoing feedback to the Reservations Manager re: positives and negatives of current internal practises, risks to the organisation and opportunities for improvement.
• Must be flexible with work schedule including weekends, holidays, and evenings.
• Flexible about supporting operations and other departments as the business requires.

• 2+ years' experience within a similar position preferred.
• Experience interacting with the Travel Trade industry would be preferred.
• 2+ years' experience within the tourism sector.
• A food and beverage background or Experience centre (or both) background is preferable.
• Previous experience of booking systems required.
• Experience of handling and answering large volumes of emails and possess a professional telephone manner.
• The ability to handle any complaints from visitors and advance them accordingly with the relevant manager.
• Experience of working in a fast-paced environment.
• Possess a friendly, confident, and engaging personality with the ability to make emotional and human connections.
• Excellent communicator, both verbal and written with a knowledge of a second language desirable.
• Be guided by a customer-first attitude; ability to understand and interpret consumer insights.
• Strong desire to learn more about our brand, and its characteristics.
• Results driven, with a desire to work in a fast-paced environment.
• Must have ability to prioritize and plan work activities in a timely and efficient manner.
• Ability to adapt to changes in the work environment, handle multiple work demands, and adjust to unexpected events.

• Possess strong administrations skills and be a competent user of Microsoft office programs.