At a Glance
- Tasks: Oversee reservations team, manage bookings, and ensure exceptional guest experiences.
- Company: The Scotsman Hotel, a five-star property in Edinburgh with historic charm.
- Benefits: Competitive salary, career development, training, and staff discounts.
- Other info: Supportive team environment with opportunities for growth in the hospitality industry.
- Why this job: Join a prestigious hotel and make a real impact on guest satisfaction.
- Qualifications: Experience in reservations or customer service, strong communication skills, and tech-savvy.
The predicted salary is between 31500 - 38500 £ per year.
About Us
The Scotsman Hotel, an iconic five-star property in the heart of Edinburgh, combines historic elegance with modern luxury. Renowned for its exceptional service and stunning architecture, The Scotsman offers guests a unique experience steeped in Scottish charm. As part of our commitment to delivering unparalleled guest experiences, we are seeking a motivated and detail-oriented Reservations Executive to join our team. The Scotsman Group is Scotland’s largest and most diverse hospitality group, with a collection of over 40 venues across Scotland including bars, restaurants, hotels and more.
The Role
The Reservations Supervisor oversees the daily operations of the reservations team, ensuring efficient handling of individual and group bookings while adhering to hotel policies and procedures. This role involves maximizing room revenue, maintaining strong guest relationships, and ensuring seamless use of systems like Opera, MEWS, and Siteminder. The Supervisor supports team management, providing training, guidance, and development opportunities while assisting the Reservations & Revenue Assistant Manager with administrative and reporting tasks. The position also focuses on achieving departmental targets, handling escalated guest inquiries, and collaborating with other departments to maintain a high standard of service and guest satisfaction.
Key Responsibilities
- Assist The Reservations & Revenue Assistant Manager with tasks including but not limited to:
- Administrational tasks such as rota creation and maintenance of rota system.
- Team management tasks such as team incentives, identifying training needs, supporting team development with the help of the Training & Development Team.
- Reporting tasks such as cancellations, no show and commission reporting.
- Communicate ideas for team encouragement, staff incentives, team welfare and an overall positive working environment.
- Adhere to departmental policies, procedures, and standards.
- Stay informed about hotel facilities, services, room layouts, rates, packages, and promotions for effective cross-selling.
- Proficiently use Company Systems: Opera, MEWS, and relevant OTA extranets.
- Foster positive relationships with agents, guests, and hotel teams.
- Handle and convert group reservation calls, ensuring timely responses.
- Follow up on group inquiries for conversion and issue contracts, ensuring adherence to cancellation policies and deposit collection.
- Contribute to departmental and hotel targets, objectives, and budgets.
- Sell rates and promotions communicated by the Commercial Team.
- Anticipate guest needs, addressing any special requests or concerns with management.
- Respond promptly to group email inquiries and identify sales leads for the Sales Team.
- Facilitate direct bookings by reducing commission through conversion calls.
- Communicate group-related information to relevant departments and assist hotel receptionists with group queries.
- Prepare daily, weekly, and monthly reports for Senior Management.
- Support Senior Management and team with additional tasks as needed.
- Complete daily tasks required by you, including but not limited to: verifying and managing reservations, managing deposits and payments, managing block allocations, and managing rooming lists.
Skills & Experience
- Proficiency in Opera Cloud, MEWS, or similar hotel Property Management Systems.
- Experience in delivering high-level customer service, crucial for guest satisfaction.
- Solid background in reservations management.
- Strong working knowledge of Microsoft Office applications.
- Excellent verbal and written communication skills.
- Proven ability to lead and supervise a team effectively.
- Positive, proactive attitude with an open-minded approach to problem-solving.
- Strong commercial awareness, with the ability to communicate ideas to the Commercial Team.
- Capable of training and developing reception and reservations team members on departmental procedures and best practices.
About You
- Experience: Previous experience in a reservations, front desk, or customer service role, preferably within the hospitality industry.
- Communication Skills: Excellent verbal and written communication skills, with the ability to engage effectively with guests and colleagues.
- Organised & Detail-Oriented: Strong organisational skills with the ability to manage multiple tasks and ensure accuracy in all bookings.
- Proactive: A positive attitude with a proactive approach to problem-solving and guest satisfaction.
- Tech-Savvy: Proficient in using hotel reservation systems (e.g. Opera) and MS Office. Experience with online booking platforms is a plus.
- Team Player: Ability to work well within a team, collaborating with other departments to deliver exceptional guest experiences.
What We Offer
- Competitive Salary: Reflective of your experience and skills.
- Career Development: Opportunities for growth within The Scotsman Hotel and our wider hotel group.
- Training & Support: Full training provided to help you succeed in your role.
- Staff Benefits: Enjoy discounted rates at The Scotsman Hotel and our partner properties.
- Positive Work Environment: Join a supportive team in one of Edinburgh’s most prestigious hotels.
Reservations Supervisor employer: Scotsman
Scotsman in St Andrews is an exceptional employer that prioritises employee well-being and growth, offering flexible hours and a supportive work culture. With benefits like TRONC electronic tips, Wagestream payment options, and discounts on food and cinema tickets, team members enjoy a rewarding experience while developing their careers through Scotsman Steps training. Join us to be part of a dynamic team dedicated to delivering outstanding hospitality in a vibrant location.
StudySmarter Expert Advice🤫
We think this is how you could land Reservations Supervisor
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Scotsman. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Scotsman
Don't be shy about reaching out to Scotsman directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Reservations Supervisor
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Scotsman and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Scotsman
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
