Department: Sales & Reservations
Reporting to: Sales & Events Manager
Hours: Wednesday–Sunday, 12:00pm - 8:30pm
About the Role
We're looking for a confident and customer-focused Reservations Executive to join our Central Reservations Team.
As the first point of contact for our guests, you'll manage reservations across our portfolio of venues, deliver exceptional customer service, and maximise bookings through effective venue recommendations and cross-selling. This role is primarily phone-based, with responsibility for managing the Central Reservations phone lines and guest enquiries independently from 5:30pm–9:00pm each day.
Key Responsibilities
- Answer guest enquiries via telephone and email and direct messaging
- Manage reservations, amendments and cancellations across all Signature Group venues.
- Process large group bookings, pre-orders and booking confirmations.
- Promote alternative venues, events and experiences to maximise booking opportunities.
- Maintain accurate bookings using OpenTable.
- Support venue teams with reservation queries and guest messaging.
- Resolve guest enquiries professionally and escalated operational issues when required.
- Provide administrative support to the Sales & Reservations Team.
About You
You'll be an organised, proactive individual with excellent communication skills and a passion for delivering outstanding customer service.
You'll have:
- Excellent telephone and customer service skills.
- Strong organisational skills and attention to detail.
- Confidence working independently.
- The ability to multitask in a fast-paced environment.
- Good IT skills and confidence using booking systems.
- A positive, sales-focused approach with the ability to confidently recommend venues and experiences.
Experience in hospitality, reservations, customer service or sales is desirable. Knowledge of OpenTable or similar reservation systems would be an advantage.
What Success Looks Like
You'll:
- Deliver an exceptional guest experience on every interaction.
- Maximise booking conversions through venue recommendations and upselling.
- Maintain accurate reservations and guest communications.
- Build strong relationships with venue teams.
- Confidently manage the evening reservations service independently.
Reservations and Sales Executive employer: Signature Pub Group Ltd
Kyloe is not just a restaurant; it's a vibrant hub of hospitality located in the heart of Edinburgh, where every team member plays a crucial role in creating unforgettable dining experiences. With a strong emphasis on employee growth, we offer comprehensive training and a supportive work culture that values mutual accountability and fun. Enjoy competitive pay, 100% TRONC, and a range of staff benefits while working alongside passionate individuals who share your love for exceptional service and quality food.
