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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


  • 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

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.