Location: The Angel Hotel
Department: Reservations
At Cairn Group, we're passionate about creating memorable guest experiences, and it all starts with our people.
We're looking for enthusiastic, friendly and customer-focused people to join our team. Whether you're welcoming guests, serving in our restaurants and bars, working in our kitchens or supporting our teams behind the scenes, you'll play an important part in creating moments that matter for our guests.
Every day is different, but every day you'll have the opportunity to make a positive impact. You will:
You’ll organise, from start to finish, all client meetings and events, ensuring their experience is memorable from start to finish. You’ll act as both a hotel and Cairn Group ambassador and trusted partner – you’ll connect internal teams to deliver a seamless experience for planners, hosts and meeting attendees. You’ll also assist the department in developing and implementing selected marketing & sales tasks ensuring the highest level of customer service at all times
Duties
Provide the warmest of welcomes that starts our memorable client journey
Acknowledge loyal and returning clients. Remembering small details makes the biggest of difference
Take and manage enquiries, notice and act on up-selling opportunities, and ensure the client is aware of all facilities and offerings the hotel has to make us the preferred choice of booking
Stay on top of enquiries, completing follow up action to convert to a confirmed booking
Create bespoke packages where required. You’ll be the main contact for your client from enquiry to operational delivery
Recognise the unspoken, adapting your approach to provide the best experience
Stay one step ahead of client needs – record and act on their preferences to streamline their enquiry in future, and show we care
Cover and document fine details of a client’s meeting or event, ensuring no question is left unanswered
Ensure quotes are accurate and detailed, promoting all available packages/add-ons at that time
Produce client contracts, ensuring all details are documented, client questions are answered, and a signed copy is returned as per the required timeframes
Produce pro-forma invoices where required and ensure payment is received as per the agreed timeframes. Organise credit facilities through Head Office where needed
Be flexible to attend client appointments and provide venue show-rounds
Build strong relationships with other departments displaying a ‘One Team’ approach
Liaise with the reservations, sales and revenue department to optimise revenue
Ensure accurate function sheets are produced for the operational team. Attend operation meetings to go through all meetings/events and the client requirements, expectations and schedule. Ensure full understanding so that the meeting/event is a success. Attend client meetings with an operational lead where required and be available on the day of a client’s meeting/event as needed
Effectively communicate with all departments at the venue to ensure all guest requirements are communicated and met
Be proactive in your approach by assessing any potential challenges and finding a solution
Proactively receive client feedback, sharing this with the entire team
Confidence in handling customer complaints to ensure satisfaction levels are restored in the event something doesn’t go to plan; displaying empathy and a professional approach at all times
Manage your workload and prioritise effectively
Be involved in the creation of future brochures, packages and promotions
Maximise opportunities for return visits. Maintain the guest database (in line with GDPR) to support with strategic mail shots
Conduct internet and market research on competitor offerings such as room rates, corporate packages, menus and Christmas packages
Follow the trained enquiry handling procedures to achieve high scores on test calls
Support with the creation and delivery of the marketing strategy
Handle wedding enquiries/bookings as required by the individual venue
Required Key Skills
Possess excellent communication skills. You’ll need to be a good co-operator with a professional, warm, trusting and friendly approach, reacting to change in a positive way
Well informed about the market and industry
Ability to build and maintain long lasting relationships with existing and new clients
Flexible and adaptable, with the ability to stay calm under pressure, adapting your approach to complete routine and non-routine tasks
High attention to detail and accuracy – great at managing one’s own time
Have a creative and innovative approach
Great team working skills whilst being comfortable and able to work alone
Join us and help create exceptional experiences every day.
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