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.

THE ROLE: Reporting to the Revenue 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 manner.
• Complete daily tasks as per shift procedures.
• Ensure 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 at 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.
• Create 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:

• Great telephone manner and customer service skills.
• Experience within a call centre team preferred, but guest facing hotel experience also considered.
• Demonstrable IT skills.
• Ability to achieve targets and deadlines.
• Excellent call handling and listening skills.
• Great interpersonal skills.

TO BE ELIGIBLE TO APPLY YOU WILL ALSO NEED:

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.
• People who will respect and protect the magical place we work in.

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 brands that you love.
• Supplier and local business discounts, e.g., Sealy Mattresses and selected Lomond Shores retailers.
• Fully funded, work-based training and development.

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.