23382 http://careers.crerarhotels.com/job-details.aspx?jobid=23382 false

Reception Manager Isle of Mull Hotel & Spa, Craignure, Isle Of Mull, Argyllshire, PA65 6BB

Situated on Craignure Bay on the beautiful Isle of Mull we are a busy 82 bedroomed hotel with a spa and leisure club in the centre of this great Island. There is a leisure and Spa area available to hotel guests, islanders and other visitors to the island, so it’s a busy environment with indoor heated pool, children’s pool, Norwegian foot spa, sauna, steam room, Razul Mud Room, outdoor hot tub.

Our busy Bar and Restaurant caters for in house guests and non-residents and we are proud to offer the best of Scottish produce with many island products also on our menu and our aim for 2019 is to continue with this and promote the Hotel as a food destination.

You will need to enjoy a quiet Island life on a beautiful island with much wildlife, scenery and history, yet also enjoy working is a busy hotel environment where our commitment and values are important to us. We work hard on talent development and always look to progress individuals.

Key Attributes and Skills:

  • Previous experience in a reception manager role or a previous head receptionist looking for the next step.
  • Possess excellent focus and a real passion for hospitality
  • Have a welcoming and precise telephone manner
  • Be immaculate in personal appearance offering an excellent and professional first impression to our guests
  • Understand that customer service is paramount to our business and ensure that all our guests receive a warm and personalised welcome
  • Have strong organisational and administration skills with close attention to detail which will enable you to constantly monitor and grow the reception team to ensure that policy and procedures are followed with precision.
  • Enjoy a challenge as this is a very full on role
  • Excellent communication skills both oral and written with the ability to communicate at all levels and with excellent English
  • Be forward thinking with the ability to identify customer needs, deal with issues and complaints and make decisions to the level of authority in a timely and effective manner.
  • Be able to multi task in an often fast paced environment whilst always maintaining a calm manner
  • Standards driven
  • Experience and knowledge of reservations and revenue management
  • be flexible in approach to working hours and shifts
  • Be eligible to live and work in the UK.


The role- duties, responsibilities and accountabilities:

  • Working with and leading the reception team you will be responsible for ensuring the department runs smoothly and that customers’ requirements and needs are met
  • Managing reservations and queries in person, by e mail and on the telephone for rooms, restaurant, Spa treatments and functions and events.
  • Dealing with check in and check outs
  • Anticipate guests needs and requirements to do your utmost to ensure they ae met
  • Maintain a close relationship with guests during their stay to encourage loyalty to the hotel and the brand
  • Handling guest complaints up to the level of authority and achieve satisfactory solution
  • Increase revenue thought sales and effective management of rooms
  • Ensure the Pricing policy is correct and followed including monitoring discounts, and compliance with company credit policies.
  • Attending and contributing to weekly sales meetings including calculations of rates and promotions, setting packages and rates and charges
  • Ensure accurate billing for guests
  • Upselling for all areas.
  • Managing websites and selling rates
  • Ensure that all guest documentation and information is available and up to date
  • Ensuring that 3 day live checks are carried out
  • Ensure that all Company audit procedures and policies are applied correctly
  • Compilation of daily, weekly and period end reports in line with company policy and procedure
  • Invoicing and ledger management including payments, cash and PDQ handling and balancing and debt management
  • Assisting with group bookings, room allocations and billing
  • Liaison with other departments as required to ensure best customer service for our guests
  • Recruit and train new reception team members including appraisals and development.
  • Draw up weekly rotas to suit business needs in line with payroll policies and wage budgets including taking into account annual leave.
  • Complete the sales tracker accurately to ensure full and correct sales information is maintained.
  • Assist with the development of the Hotels sales and marketing plan, hotel budget objectives to ensure guest satisfaction, sales maximisations and profitability




  • This role reports directly to the General Manager
  • Due to the responsibilities and requirements to deputise in the absence of the Hotel GM the role requires someone that is responsible, driven and has effective and timely decision making skills
  • Any other duties as reasonably requested by management
  • By joining the Crerar Hotels team you will automatically be eligible to receive our Fair Fund. Our Fair Fund has been created to reward staff and encourage personal development. Each time a guest or customers decides to pay an optional service charge for great customer service, all staff members will benefit on an equal basis.



Candidate Qualifications/Requirements/Experience:

  • Previous knowledge of PMS system front and back office
  • Knowledge of revenue management and working with 3rd party operators


What We Can Offer You:

  • Excellent salaries for all roles- above any minimum wage - dependant on experience and qualifications.
  • Entry into employee Fair Fund
  • Uniform provided with free laundry facilities
  • Live in accommodation available and all meals
  • Free wi fi and use of the leisure facilities


Crerar Hotels values: Crerar Hotel Group is one of Scotland’s leading privately owned hotel companies.  Crerar Hotels work hard on talent development and always look to progress individuals through internal promotion.  This role represents a fantastic opportunity for a dynamic individual to join a dynamic company. 

By joining the Crerar Hotels team you'll also automatically be eligible to receive our Fair Fund. Our Fair Fund has been created to reward staff and encourage personal development. Each time a guest or customer decides to pay an optional service charge for great customer service, all staff members will benefit on an equal basis.

If any of these sound like your dream job, we would love to hear from you!

Isle of Mull Hotel & Spa
Craignure, Isle Of Mull, Argyllshire, PA65 6BB

  • Job Ref CH202
  • Branch Isle of Mull Hotel & Spa
  • Location Isle Of Mull, Argyllshire
  • Salary/Benefits Competitive Salary
  • Contract type Permanent
  • Hours Full Time
  • Shift pattern 7-4, 10-7, 2-10
  • Hours per week 40-45 depending on the season
  • Posted date 19/12/2018
  • Closing date 21/01/2019

As the ferry sets sail from Oban, admire the scenic landscape and arrive at Isle of Mull Hotel & Spa to receive one of the warmest welcomes in Scotland. Situated close to the ferry terminal on the south east of the island, the hotel itself lies on the crescent of Craignure Bay with gardens stretching to the water’s edge. Picturesque, the hotel offers a perfect base to explore the island and the dramatic coast of the West of Scotland.

As well as in the unspoilt nature of the Highlands island, there’s as much to enjoy inside the hotel as much as what’s outside. Highlights include a 17-metre swimming pool, children’s splash pool, outdoor hot tub, sauna and our specialist Rasul Mud Room. Choose from a wide range of relaxing spa treatments, sample the best of the local cuisine in our bar or restaurant and retire to a restful night’s sleep.