Reservation Co-ordinator

Reservations Coordinator

Location:Johnnie Walker Princes Street

Full time, permanent

Closing date: 12th April 2026

Purpose of Role

The purpose of Reservation Coordinator will be to provide our visitors with a world-class reservation experience. The Reservation Coordinator is an integral role within The Johnnie Walker Experience, you will be the first point of contact and support for our visitors regarding their enquiries for Experience, Bar or Retail. Your goal is to be customer focused, provide an outstanding experience and secure reservations by meeting and exceeding our visitors' expectations.

Top Accountabilities

• Responsible for handling the reservations' mailbox.
• Manage voicemails & handle external calls related to all inquiries regarding The Johnnie Walker Experience.
• Ability to coordinate high volumes/large bookings for Food & Beverage & Experience Department.
• 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.
• Assist with reporting and analysis of Sales, KPIs, Visitor Footfall, CRM.
• Assist our visitors and interested parties with their bookings by efficiently answering and appropriately upselling tailored offerings at JWPS.
• Ensure you are familiar with all the up-to-date offerings within The Johnnie Walker Experience and build tailored 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 handle expectations with internal and external collaborators.
• Critical thinking around guest requests in order to ensure world class experience.
• Ability to use different booking systems confidently.
• Support the F&B team with leading 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.
• Capture our visitors' preferences and communicate any dietary requirements or special requests to the relevant department.
• Ensure all reservation data is accurately entered into booking systems and maintain up-to-date records for reporting purposes.

• 2+ years' experience within a similar position.
• 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.
• Experience of managing and answering large volumes of emails and possess a professional telephone manner.
• The ability to handle any concerns from visitors and raise them accordingly with the relevant manager.
• Ability to work independently and show a proactive attitude to work.
• Be guided by a customer-first approach; 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, manage multiple work demands, and adjust to unexpected events.
• Possess strong administrations skills and be a competent user of Microsoft office programs.

• Product allowance
• Contributory pension scheme
• Competitive annual bonus (dependent on performance)
• Generous holiday allowance