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 05/05/2019

Are you looking to work somewhere with a feeling of community?

Then we want to work with you!

The Isle of Mull is the second largest island in the Inner Hebrides, on Scotland’s west coast. What does that mean? Red deer, white tailed eagles and native otters; stunning sunrises across the water; a sense of space, peace and a quiet life. There’s a really strong community amongst islanders, too.

It also means 35 minutes’ drive to the supermarket; 45 minutes on a ferry to the nearest cinema; a bus every two hours. The nearest airport is Glasgow, half a day’s travel away.

These are the realities of life at the Isle of Mull Hotel & Spa, where life takes on a slower pace in winter but is full on in summer. For our staff, these are all reasons why Mull has become home. The other draw is the welcoming environment they find living and working at our hotel.

We understand it can be daunting, making the leap to living on a wee Scottish island. That’s why we have plenty of opportunities for couples and are very understanding of those who have family elsewhere.

When you join our team we meet you off the ferry and assign you a buddy to show you around. We provide live-in accommodation in a dedicated block and staff meals. Just let chef know if you need a taste of home – the camaraderie between our close-knit team of international staff means we celebrate all cultures together.

We know all our regular locals by name, because they’re part of the family too. Will you join us?

Three reasons to choose a career with Crerar Hotels

  1. Destination locations

Voted 2018’s most beautiful country in the world, Scotland provides a sought-after quality of life, ideal for outdoorsy types. Urbanites may find there are limitations, with reduced public transport, small local shops and occasionally – the ultimate modern hardship – patchy phone signal. But those who take that in their stride find that they discover true peace and quiet, wake up to incredible scenery and have Scotland’s natural larder to feast on daily.

  1. Talent development

We always aim to progress staff internally where possible, which means a number of our team have been with us long-term. They’ve chosen to make a life in one (or more!) of our locations, building themselves a varied career in the Scottish hospitality industry.

  1. Shaped by our values

Pride, authenticity, creativity, focus, respect and hard work. These principles guide our actions throughout the company, from management’s decision making through to the front line of customer service. They’re reflected in the Crerar Trust’s work supporting local charities and our Fair Fund, ensuring tips are shared equally with all staff.