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Job description

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The company

Glenapp Castle is the 'Best Independent Hotel in Scotland 2019' in the CIS Awards, nominated for 'Best Independent Hotel in the UK' by the Cateys 2018, described as 'The best Castle Hotel in the UK by Tatler, Glenapp Castle is a luxury 21 bedroom five red star Relais & Chateaux Hotel based in South West Scotland. Consistently reviewed with 5-stars on TripAdvisor, we continue to grow and develop.

Job description

This job role is to be responsible for all areas relating to the management of the revenue & reservation area, including responsibility for developing and maintaining practices and procedures to ensure accurate and timely guest reservations and sales. This position will have regular contact with Senior Management and Owners / Directors of the Company which requires strong interpersonal and communication skills both verbal and written. This position reports to the Managing Director.

KEY RESPONSIBILITIES

The Key Purposes of the job will be met by:
Reservations.

• Professional handling of all incoming reservations as per company procedures.
• Timely and efficient sales follow up on all enquiries.
• A thorough understanding of PMS systems & supporting revenue and financial reporting
• Responsible for all guest information to be captured in PMS accurately as per procedures.
• Maximising on guest information so Ops can consistently exceed guest expectation.
• Capturing guest information in profile
• Oversee and manage the reservations department to ensure procedures and practices are being followed correctly.
• Conducting 30-day pre-stay communication with all guests as per procedures.
• VIP Handling of all Apartment enquiries, capturing information on Monday.com, sharing this information at weekly departmental meeting.
• Personal and professional advance Planning of all Apartment guests' bookings and itineraries as per procedures and timings.
• Monitoring and analysing department work to develop and implement more efficient procedures and use of resources whilst maintaining a high level of accuracy and enhancing the workflow of the department.
• Correct use of ResDiary as per procedure to capture guest's dining wishes.
• Correct use of Checkfront as per procedure to capture guest's A&E wishes for the following activities: Stargazing, Boat, Falconry, Pebbles, Archery (reception do all other activity requests)
• Liaison with Reception/Concierge Services to ensure all other guest A&E requirements are handled in a professional and timely manner for the utmost guest experience.
• Identification of VIP guests, capturing detail in clock and advising Ops team at both HOD and daily briefing meetings.
• Arranging in a timely manner for MD to sign VIP welcome cards.
• Attend daily briefing meetings when at Castle and ensure information is shared with colleagues to share when WFH / days off.
• Rate package breakdowns created and updated for all packages.
• Full support to MD to arrange all Press Stays and ensuring the Ops team are fully aware of these VIP reservations.
• Creation of Reservations SOP
• Operating as the lead point of contact for all matters specific to reservations.
• Building and maintaining strong, long-lasting customer relationships and connecting with key business executives and stakeholders.
• Revenue Management.
• Weekly yielding with a detailed focus on next 3 months. Propose actions to MD for approval and implementation.
• Fortnightly yielding with a focus on 3 - 12 months. Propose actions to MD for approval and implementation.
• Communication of changes in revenue management to Reception Manager weekly so weekend Res cover is fully briefed.
• Advance planning, identifying weaker and strong days and agree actions with MD.
• Room upgrades in line with yielding. Propose actions to MD for approval and implementation.
• Maximising Apartment sales and yielding the 2-bed / 2 x WWSV in line with guidelines.
• Management of PACE report.
• Management of STR figures within overall management reports.
• Capturing PoB STR figures on management reports.

Sales

• Awareness and achievement of annual revenue budgets and constantly working towards achievement of these.
• Handling every single reservation enquiry with the goal to be captured and confirmed.
• Recording every enquiry on the sales tracker (soon to be Monday.com)
• Follow up of all res enquiries within the company agreed timescales.
• Handling small group enquiries for 4+ rooms, capturing these on Monday.com & follow up again as per timelines.
• Handling all festive brochure downloads with follow up within the company agreed timescales.
• Handle small wedding enquiries in conjunction with S&M Manager, capture on Monday.com and follow up again as per timelines.

Admin

• Support on weekly figures and Business on the Books Report in the absence of Finance
• Ensuring the timely delivery of all revenue management reports as requested.
• Daily Flash Report

5.6 weeks holiday per year
Gratuities (equal share)
Staff benefits including, excellent staff food, intensive in-house training regime, discounts on hotel stays and dining experiences.
Profile description

A minimum of three years experience in a similar position

Candidates must have the right to work in the UK as we have no work visa's available