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

Reservations Assistant

The Crerar Isle of Mull Hotel and Spa is an 82 bedrooms hotel with Spa and Leisure Facilities. Located on the Isle of Mull in the Inner Hebrides, the island is reached by Ferry from Oban.

The largest hotel on the island, the hotel has a mix of business with leisure customers, groups and tours, business and corporate.

Scottish and Local produce is a key factor for our Shellach na Mara restaurant and we are a destination for food lovers as well as for Bird watchers, Natures, walking, cycling and of course visits to the neighbouring Island of Iona which can only be reached via Mull.

We are now seeking an experienced reservations person to join our team.  With the installation of a new PMS system this year, we are looking for someone to take control of this aspect of our business working with the General Managers and the reception team.

Duties and Responsibilities:

  • Make hotel reservations over the telephone and emails in a prompt and polite manner.
  • Maximising on all incremental revenue outlet opportunities using key upsell techniques.
  • Ensure accurate recording of market segmentation, rates and guest information for every reservation made.
  • Knowledgeable of all hotel offerings including food and beverage, leisure and spa with relevant timings and prices
  • Ensure responses to all reservation enquiries are responded to within 24 hours
  • Inform General Manager of any new sales lead for the hotel as they arrive into the hotel by calls, email or via a 3rd
  • Responsible for ensuring that PMS is updated e.g. profiles merged and accurate etc.
  • Ensure all reservation correspondence is accurately filed
  • Work with the General Manager on pricing decisions and highlight if availability is dramatically changing and rate strategies need reviewed.
  • Maintain all rates, restrictions and inventory management within PMS ensuring these have filtered through to CRS, channel manager and OTA’s
  • To be aware of the Hotels financial targets and the contribution made by the reservations/reception/front office team in achieving those targets.
  • Operate a turn-away recording system to log any reasons failure to convert a booking.
  • Monitor non-arrivals or late cancellations ensuring billing is completed accurately
  • Work on daily, weekly and monthly reporting for General Managers
  • Working with the team to maintain and constantly strive to improve levels of customer service
  • To be fully aware of the hotels booking terms and conditions, credit policies and procedures
  • Run daily arrival checks to ensure all reservations are correct for guest arrivals
  • Liaise and assist with group reservations
  • Assist all hotel colleagues to ensure customer service standards are met at all times
  • Occasional cover of reception
  • Attend any training required on or off the premises

 

 

The person

  • Strong preference for using systems to monitor and evaluation information
  • Strong analysing, organisation, numerical, financial and statistical skills
  • Excellent knowledge of PMS and reservation systems
  • Excellent timekeeper
  • Excellent spoken and written English
  • Calm and adaptable under pressure

Relationships

  • Reports directly and communicates to General Managers
  • Interacts and cooperates with reception team and other hotel departments
  • Interactive and cooperates with central reservations and senior managers within the company

 

 

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

  • Job Ref CH199
  • Branch Isle of Mull Hotel & Spa
  • Location Isle Of Mull, Argyllshire
  • Salary/Benefits Competitive Salary, live in available, uniform, use of leisure facilities, fair fund, meals on duty
  • Contract type Permanent
  • Hours Full Time
  • Shift pattern middle 9-6 occasional 10-7
  • Hours per week 40
  • Posted date 19/12/2018
  • Closing date 21/01/2019

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.