About Auchrannie
Situated on the beautiful Isle of Arran on the West Coast of Scotland, Auchrannie is a unique resort with two 4-star hotels and over forty 5-star luxury self-catering lodges and retreats. In addition to our luxury accommodation, we deliver amazing dining experiences across our restaurants, as well as the chance for our guests to relax in our incredible leisure facilities and book a treatment in our ASPA, Scotland’s first island destination spa.
About the role
Reporting to the Reception Supervisor, our reception and reservations team look after every guest and deliver Auchrannie’s acclaimed service from the initial telephone call to guest departure. Always on hand and available to assist with any query, the reception team continuously ensure a highest standard of organisation and attention to detail to make every interaction seamless and help create unique and memorable guest experiences.
In this role, you will:
- ensure that guest requirements are met and dealt with as quickly and efficiently as possible.
- provide a first-class welcome for all arriving guests, setting the stage for the resort.
- be constantly aware of all resort products and services, as well as maintaining island knowledge to ensure all guests are provided with the information they require.
- be fully trained in reservations to be able to create and manage all bookings across the resort including accommodation, dining, leisure and ASPA.
- provide check-in and check-out services for our guests in an efficient yet engaging manner.
- upsell products and services to enhance the guest experience
- handle all cash and other forms of payment accurately, completing the end of shift banking in a detailed manner which is ready to be passed on to Accounts.
- taking bookings for the ASPA, Arran Adventure, Leisure, and our restaurants.
- answer all telephone calls and emails in a timely manner, maintaining an engaging nature to convey the personality of Auchrannie.
- prepare for the same days, and next day’s arrivals ensuring the team are aware of any individual guest requirements.
- prepare for the day’s departures, thoroughly checking billing to ensure everything is accurate before providing the guest with their invoice. Obtaining guest feedback and passing this feedback on to the relevant individual.
To be suitable for this role, you will:
- have previous experience in a reception or reservations role gained in a 4/5* hospitality business
- show a confident, outgoing and engaging personality and the ability to put guest at ease
- be self motivated and able to work on your own
- demontrate good IT and systems knowledge (previous experience working with PMS systems including Guestline would be an advantage)
- be calm under pressure and working in a fast paced, busy, guest facing environment.
- enjoy working in a role where every day is varied and challenging
- have a positive, can do attitude and enjoys working as part of a close knit professional team.
The standard working week will be 5 days from 7, working an average for 40 hours per week including some evenings and weekends. Due to a full and extensive in house training programme for this postion, only permanent applications will be considered for this role.