Scotsman Hospitality
Cluster Reservations Manager
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About Us
The Scotsman Group is a leading hospitality and leisure operator in Scotland, offering a wide range of bars, restaurants, hotels, and entertainment venues. We pride ourselves on delivering exceptional experiences for our guests, with a focus on high-quality service, unique venues, and a welcoming atmosphere.
The Role
Reporting into the Group Revenue Manager, the Cluster Reservations Manager will effectively and efficiently support the team and be fully in charge of all aspects of the day to day running of the department. You will aim to create a positive working environment and lead the team towards 100% guest satisfaction. The Cluster Reservations manager will maintain complete knowledge of and comply with all departmental polices/ services/ procedures/ standards and understand the revenue management strategies and processes to assist and support the Revenue function within the accommodation division.
Role Responsibilities
As Cluster Reservations Manager, your role will include:
- Maintain complete knowledge of hotels & apartments within the collection, services and procedures
- Maintain knowledge of how to work Opera, Mews, Siteminder, Booking Button and all third party/FIT extranets along with all relevant IT systems
- Create a positive working environment within the office and a close working relationship with the hotel teams
- Receive, handle and convert reservations including Group calls and ensure reservation lines are attended at all times
- Priding your team on setting industry leading service to every customer, all whilst motivating yourself and your team to work at pace during busy periods
- Liaise with Credit Control and Finance to deal with any payment/Invoice issues
- Handling enquiries, development stages of bookings and complaints, creating an exceptional lasting impression and building genuine rapport with every guest. Any special attention or any concerns Senior Manager and hotel General Managers are made aware
- Ensure Team respond promptly and professionally to all guest email enquiries (Direct, through hotels etc.)
- To maximise and identify sales leads and referrals for the Sales Manager for future business
- Be involved with generating new sales ideas for the sales
- Lead the team in converting direct bookings for the hotels, reducing commissions
- Maintaining a good relationship with all agents
- Ensure guest history is kept up to date with profile notes and merging duplicate
- Identify and deliver training needs with the team on systems, service and Personal development
- Complete team reviews in a timely manner and have regular one on one catch ups with team members
- Support hotels with reservation issues where required
- Ensure all new reception team members receive training induction to ensure reservation knowledge is in line with company standards
- Issue daily, weekly and monthly reports as required and support with end of month.
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The Person
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The ideal candidate will have:
- Experience in hotel reservations or front desk at a manager level
- Experience with handling group/tours
- Enthusiastic and great customer service
- Good planning and organisational skills
- Good IT skills and written skills
- Works with Opera Cloud PMS, Mews and hotel channel manager system
What We Offer
- TRONC electronic tips – Our staff keep 100% of tips earned in venues.
- Wagestream – Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing.
- 30% off of food and cinema tickets in all of our venues across Scotland.
- Hotel and Apartment discounts.
- Access to Scotsman Perks Benefits Portal.
- Staff meals on duty.
- Flexible working opportunities.
- Career development through our Scotsman Steps training programme.
- Head Office Development Days.
- Refer a Friend Scheme.
How to Apply
If you think this role is for you, we’d love to hear from you. Apply now and one of our friendly team will be in touch.
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