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- Tasks: Assist guests with reservations and provide exceptional customer service.
- Company: Cameron House, a stunning 5-star resort on Loch Lomond.
- Benefits: Free meals, discounts, pension scheme, and career development opportunities.
- Why this job: Join a friendly team in a beautiful location and make guests' experiences unforgettable.
- Qualifications: Experience in customer service or call centre preferred; strong IT and communication skills.
- Other info: Enjoy outdoor adventures in the breathtaking Scottish countryside during your time off.
The predicted salary is between 24000 - 36000 £ per year.
Resort Reservations Agent
ABOUT US:
Situated on the shores of Loch Lomond, Scotland\’s breathtaking jewel, Cameron House is a magnificent 5-star resort. Uniquely positioned where the Scottish Highlands meet the Lowlands, this 17th-century baronial estate is rich in character and history. Cameron House offers an award-winning Spa with a rooftop infinity pool, an 18-hole championship golf course, an extensive selection of resort activities, and a choice of five restaurants and bars to cater to every taste.
Our 208 bedrooms are an exquisite blend of traditional and contemporary, or guests can opt for a home from home in one of our 115 self-catering lodges or luxurious Mansion House suites.
The iconic lochside setting is a timeless celebration of grandeur and natural beauty. Spanning 400 acres of picturesque Scottish countryside, with adventure on the doorstep. Loch Lomond, with its impressive backdrop, is the perfect location for a variety of water and land activities, including speedboat tours, paddleboarding, canoeing, kayaking, 4X4 off-road driving, falconry, and more.
THE ROLE
Reporting to the Reservations Manager and Resort Reservations Supervisor, you’ll:
- Handle all incoming enquiries via email and telephone in a friendly and professional manner
- Manage any follow up actions and guest requests for reservations across the resort
- Ensure all expectations are exceeded and special requests are communicated to all departments
- Enter all bookings accurately in the Resort systems
- Convert enquiries into sales and pro-actively offer the hotel services and facilities to guests
- Provide guests with knowledgeable information of the local area and special events
- Deal with guest comments promptly and professionally, reporting and recording them in the appropriate and ensure any comments that needs to be escalated are done so in a timely manner
- Complete daily tasks as per shift procedures
- Ensuring all system follow ups are actioned daily to ensure all \”no-shows\” from the previous night are followed up and charged accordingly
- Be knowledgeable in selling status, rates, and benefits of all packages across the resort
- Take ownership of the Reservations tasks and advocate a can-do attitude all times
- Contact target guests with existing reservations to upsell all aspects of the resort prior to arrival, generating increased revenues
- Process payments for all new bookings where deposits are due, and for cancelled bookings where deposits need to be retained
- Work closely with all departments to ensure all special offers are communicated effectively so maximum revenue is achieved and customer expectations are exceeded
- Build a rapport with all guests before arrival and update profiles for returning visitors
- Creating and distribute reports to key stakeholders
- Be willing to undertake any reasonable request made by management in any other areas
Who we are looking for
We recruit people with widely varying personalities from different walks of life and backgrounds. While we don’t have a ‘typical’ employee, there are some specific qualities or traits we look for.
- People who want to achieve great things – your interest in us suggests you have the ambition, drive and determination to meet challenges head on.
- People who are naturally friendly – who genuinely care about our guests and the service they receive.
- People who will always go beyond what our guests expect from us to make their stay a special and memorable one.
- People who show the same level of care for their team-mates as our guests – It’s about supporting our colleagues to be the best they can be and to do the best job they can.
- People who will respect and protect the magical place we work in – it’s up to all of us to look after our environment and never take it for granted.
To be eligible to apply you will also need
- Experience within a call centre team preferred, but guest facing hotel experience also considered
- Strong IT skills
- Ability to achieve targets and deadlines
- Excellent call handling and listening skills
- Strong Interpersonal skills
What’s in it for you?
Here’s what to expect when you work as part of our team:
- Free meals when on duty, in our team cafes
- Pension scheme and Wagestream financial services
- Long service awards involving recognition with high street shopping vouchers and overnight stays
- Enhanced holidays with long service
- Free Leisure Club Membership, with friends and family discounts
- Employee care service, offering lifestyle and wellbeing support and counselling via a confidential helpline
- On-site discounts on Cameron House and Cameron Lodges accommodation, 50% off food and beverages, golf membership, spa treatments, Celtic Warrior cruises, outdoor activities cinema tickets and retail products
- Lifeworks App – lots of discounts on everyday purchases, with brand that you love
- Supplier and local business discounts, e.g. Sealy Mattresses and selected Lomond Shores retailers
- Free parking
- At Cameron House we can offer fully funded, work-based training and development. Everything from apprenticeships, structured work experience in other businesses and supported scholarships through to graduate programmes, specialist craft training, and formal qualifications up to HND and Degree level.
We are only 40 minutes drive from the centre of Glasgow, so if the outdoors is your thing there’s also the wider Loch Lomond and Trossachs National Park on your doorstep – just waiting to be explored in your free time.
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Reservations Agent employer: Cameron House
Contact Detail:
Cameron House Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Reservations Agent
✨Tip Number 1
Get to know the company inside out! Research Cameron House, its history, and what makes it special. This way, when you chat with them, you can show off your knowledge and passion for the role.
✨Tip Number 2
Practice your phone skills! Since you'll be handling enquiries over the phone, try role-playing with a friend. This will help you sound friendly and professional, just like they want.
✨Tip Number 3
Be ready to share your experiences! Think of examples where you've gone above and beyond for customers. They love candidates who genuinely care about guest satisfaction.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining the team at Cameron House!
We think you need these skills to ace Reservations Agent
Some tips for your application 🫡
Show Your Personality: When you're writing your application, let your personality shine through! We love friendly and approachable candidates, so don’t be afraid to show us who you are. A touch of warmth can go a long way in making your application stand out.
Tailor Your Application: Make sure to tailor your application to the role of Reservations Agent. Highlight any relevant experience you have, especially in customer service or call centres. We want to see how your skills align with what we’re looking for!
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language and avoid jargon. We appreciate well-structured applications that make it easy for us to see your qualifications and enthusiasm for the role.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Cameron House!
How to prepare for a job interview at Cameron House
✨Know the Resort Inside Out
Before your interview, take some time to research Cameron House and its offerings. Familiarise yourself with the resort's amenities, activities, and local attractions. This knowledge will not only impress your interviewers but also help you answer questions about how you can enhance guests' experiences.
✨Showcase Your People Skills
As a Reservations Agent, you'll be interacting with guests regularly. During the interview, highlight your interpersonal skills and provide examples of how you've gone above and beyond for customers in the past. Remember, they’re looking for someone who genuinely cares about guest satisfaction!
✨Demonstrate Your Problem-Solving Abilities
Be prepared to discuss how you handle challenging situations or guest complaints. Think of specific examples where you turned a negative experience into a positive one. This will show that you can think on your feet and maintain professionalism under pressure.
✨Emphasise Teamwork and Collaboration
Cameron House values a supportive team environment. Share experiences where you worked effectively with colleagues to achieve a common goal. Highlighting your ability to collaborate will demonstrate that you’re a team player who respects and uplifts others in the workplace.
