Senior Reservations Coordinator

About Us
At the heart of the world’s greatest golfing destination, the Old Course Hotel, Golf Resort & Spa is an AA 5 Red star, award-winning resort centred around active wellbeing and indulgent good times. 
Part of Kohler Company, the Old Course Hotel, Golf Resort & Spa is a privately owned resort, priding ourselves on delivering personalised guest experiences to create lasting memories.

Why Join Our Team?
With a reputation as an employer of choice, we are committed to ensuring our associates are our number one priority. St Andrews is the home of golf and we are the home of great guest service. People are our passion and we believe each associate plays a vital role in providing memorable memories to our guests.
We are a forward-thinking employer committed to the Hoteliers Charter and developing our people, which is why we employ based on personality. We believe all skills can be taught! Throughout your career with us, you’ll have access to a wide range of different training opportunities providing routes to progress from within, allowing you to reach your full potential whilst supported by our committed leadership team.

We love celebrating our associate’s success and do so through our employee reward recognition schemes which encompass our ‘HOME’ ethos including Associate of the Month.

Whilst working for one of the most iconic hotels in Scotland, you will be rewarded with a competitive salary, company pension scheme, free onsite car parking, meals whilst on duty, 24/7 access to our employee assistance program and FREE fitness access.

Our benefits don’t end there, in your spare time, we also offer free access to The Duke’s golf course and superb discounts in our restaurants, shops, spa and room rates. Giving you the opportunity to enjoy the many luxuries Old Course Hotel has to offer and experience the 5* service for yourself.

A career at Old Course Hotel, what’s not to love?
*All benefits subject to availability

About the Role
We currently have a new and exciting opportunity for a Senior Reservations Coordinator to join our busy reservations team on a full-time and hybrid basis. This is a newly created position and a fantastic opportunity to provide future guests with an exceptional level of customer care by taking ownership of their accommodation, dining, spa and golf bookings, whilst heightening their excitement about their impending visit. You will be responsible for advance reservations for all hotel rooms and promoting guest use of all other resort facilities including dining, spa and golf along with the day-to-day running of the reservations office.
You will contribute to the growth and profitability of the Resort with efficient handling of all enquiries and promotion of all resort services.

Your responsibilities will include:

• Answering all telephone calls to the reservation department in a professional manner.
• Maintaining current knowledge across the resort and surrounding area to provide best advice for all enquiries.
• Providing clients with accurate rate information.
• Processing all enquiries & reservations accurately, including reservations by telephone, email or online.
• Handling cancellation reports, arrival reports, trace reports and non-arrival reports.
• Accurate input of all reservations including bedrooms, golf & spa into Resort Suite booking system.
• Ensure accurate input of all dining reservations into Res Diary reservation system.
• Handling deposits for accommodation reservations, golf bookings at the Duke’s Course, spa reservations and dining requirements.
• Confirm all reservations by letter or email within 24 hours of reservation.
• Providing internal departments with accurate information, taking care of client’s individual requirements like spa treatments, dinner reservations, golf bookings, babysitting service, or transfers.
• Processing reservations made through SynXis and any other online booking systems daily.
• Selling & processing gift cards in accordance with the current system and procedure.
• Ensure all telephone calls adhere to the IQA call standards.
• Assist the Reservations Manager in training new and existing associates.
• Assist the Reservations Manager in enforcing departmental policies.
• Keep up to date and inform the team of any promotional rates and packages.
• Handle guest complaints with poise and professionalism and ensure that the guest feels that you are sincere and that they have a point.

We’re looking for an enthusiastic, confident, and organized individual to join our Reservations Team.  You will ideally have previous experience of working in a reservations, sales, or customer service-based role, where you’ve provided excellent customer service by telephone, email, and letter. You’ll also be able to work using your own initiative as well as part of a team, have polite and friendly telephone manners and be punctual with good time management skills.

To be successful in this role you will have the following skills and experience:

• Good IT skills
• Good organisation skills.
• Able to work using own initiative as well as part of a team.
• Good communication skills.
• Good telephone manners are essential.
• Punctual with good time management skills.
• Previous experience of working in a reservations department is preferred but full training will be given.
• Some knowledge of reservation booking systems
• Previous sales experience

Remuneration
£28,697.76

Hours
Permanent, Hybrid, Full Time 40hrs per week, 5 out of 7 days. This role also includes an element of weekend work.

Shift Pattern
8.30am to 5pm
9.30am to 6pm
10.30am to 7pm.