Careers

Please send your CV to gm@eriska-hotel.co.uk

Reservations & Events Supervisor – all ICMI properties

Department: Reservations
Reports to: Revenue and Reservations Manager

Primary Objectives of the Position

To maximize hotel’s rooms, meetings and events revenue and guest satisfaction by receiving, handling and processing all enquiries under the direction of the Reservations Manager. The job incumbent should work in line with company and hotel’s guidelines, business plans and service concepts.

Professional Tasks, Duties and Responsibilities

  • Surpasses guest satisfaction (internal or external guests) by thoroughly understanding their needs, actively seeking guest feedback, and following up with relevant colleagues to ensure that all guest requests are delivered completely
  • Takes personal ownership in case complaints occur, to ensure that all guest issues are resolved
  • Promotes empowerment to solve guest issues quickly and effectively, by understanding the levels of authority within the department and familiarizing with procedures related to solving common guest complaints and concerns
  • Creates a positive hotel image in every interaction
  • Records reservation information accurately; identifies and records into the computer correctly for statistical data purposes
  • Contributes to maximum occupancy of the hotel by assisting in maintaining accurate inventory control for rooms
  • Sets up and maintains filing, trace, and communication systems, and follow-up procedures in line with guidelines
  • Pre-blocks all special requests, dietary requirements or VIP accommodations accurately
  • Maximises guest satisfaction by communicating customer specifications to hotel staff
  • Maximises customer satisfaction and hotel revenue by promoting hotel restaurants and other services and facilities to guests
  • Deals with assigned incoming correspondence, contracts, e-mails and reservation messages in a timely and accurate manner
  • To understand the rate structure and current promotions
  • Takes ownership of groups and events of assigned hotels. Issues function sheets in timely manner as per agreed standards
  • Follows Enquiries process and Groups/Events Checklist
  • Motivates the team and coaches coordinators as required and creates positive working environment
  • Contributes to training new team members
  • Ensures the daily, weekly and monthly tasks are being completed. Is able to priorities tasks when in charge of the office and is fully aware who is doing what and where we are with daily tasks
  • Keeps the other supervisor and Reservation Manager informed where we are with tasks, what were the issues on shift and any large enquiries that day
  • Is able to check the payment planner and allocate payments accordingly when required
  • Contributes to the Sales leads spreadsheet
  • Keeps notes of training required among the team, adds to the monthly training log
  • Takes initiative during quiet periods to preform and delegate extra tasks
  • Checks and signs refund request when Manager not on duty
  • Ensures office is kept tidy
  • Completes individually assigned tasks

Please email CV to vickimcquillan@icmi.co.uk

 

Assistant Manager

The Assistant General manager is responsible for all aspects of operations at the hotel and provides support to the General Manager. 

Directs and coordinates hotels activities to obtain optimum efficiency and economy of operations, and maximise full potential with a balanced focus on hotels mission, guests and employees.

Duties & Responsibilities

  • Assist the General Manager in day to day operations.
  • Assigns duties to HOD's and observers performance to ensure adherence to hotel policies and established operating procedures.
  • Provides training to staff and HOD's.
  • Monitor guest feedback
  • Selects or assist in the selection of hotel staff and completes all new hire paper works.
  • Review employee performance and conducts personnel actions such as disciplinary actions and terminations.
  • Assisting General Manager during morning meetings or conducts the morning HOD meetings in the absence of General Manager.
  • Ensure full compliance to Hotel operating controls, SOP’s, policies, procedures and service standards.
  • Builds management  loyalty through proactive communication, setting and managing expectations and delivering solid business results.
  • Assist GM in key property issues including capital projects, customer service and refurbishment.
  • Assist General Manager in wage scale surveys and ensures employee wages are followed by the company and industry salary guidelines.
  • Performs daily, weekly and monthly property inspections.
  • Ensures property, grounds, physical plant and work areas maintained to standard.
  • Builds strong working relationships and communications with hotel staff, HOD's and other departments to ensure maximum operating effectiveness and fulfilment of special event need.
  • Cover shifts is all departments as scheduled by the General Manager.
  • Monitor maintenance progress and FF&E (Furniture, Furnishings, and Equipment) conditions and provide status report to GM.
  • Audits on par stock on all areas to make sure that all required hotel supplies are ordered and stocked in advance of need.
  • Performs sudden audits on rooms and other operating areas.
  • Provide effective leadership to hotel team members.
  • Ensure hotel staff is provided with uniforms and name tags, and upholds property grooming standards.
  • Ensures effective, timely and accurate communications flow with regards to hotel policies and procedures.
  • Must be available 24/7 in case to respond to any guest or employee emergencies.
  • All other duties as assigned by the General Manager or Management.

Prerequisites:

Strong management skills, ability to appropriately assign or delegate work and authority to others in the accomplishment of goals, and provide coaching, advice and assistance as required. 

Available to work when needed, including weekends, holidays, and nights.

Experience:

At least 1 or 2 years of experience with 5 star experience in similar background.

If you wish to apply, please email CV to gm@eriska-hotel.co.uk, nikigillies@icmi.co.uk

 

Duty Manager

Isle of Eriska is currently looking for an experienced/confident Duty Manager to join our management team. We pride ourselves on the highest level of service, and attention to detail is paramount. Isle of Eriska has a long standing reputation as Scotland's finest country house hotel with luxurious bedrooms. Candidates should be of the highest professional calibre, able to organise and motivate staff and not afraid of hard work i.e. leading by example. If you think you have what it takes to lead the prestigious team at Isle of Eriska then please contact us.

Live in accommodation is available. This is a full time position and you must be able to work within the United Kingdom.

The ideal candidate for this position: Must have previous experience in a similar role (with a minimum of 1 year in a 5 star property at supervisory/management level) courteous and focused on providing a consistently high standard of customer service, must be standards driven and detail-orientated with the ability to organise and plan ahead and have the ability to lead, multi-task, and make sound decisions in fast-paced environment.

Applicants must have a good level of English both spoken and understanding. We do ask that any applications should be in English please.

If this position is of interest to you and you would like to be part of our team then please contact us. All applicants must be eligible to work and reside in the UK.

If you wish to apply, please email your CV to nikigillies@icmi.co.uk

 

HEAD HOUSEKEEPER

Isle of Eriska is a luxury destination and day spa located on its very own Island.

We are recruiting for Head Housekeeper to take overall responsibility for ensuring consistently high standards of housekeeping are met throughout the Island and the delivery of a smooth operation within the department. They selected candidate will be responsible for the effective management of all housekeeping staff to ensure all housekeeping duties are completed in a timely manner and to a high quality, for the maximum satisfaction of Isle of Eriska’s guests. 

DUTIES AND RESPONSIBILITIES

  • Manage and take overall responsibility for an efficient and effective housekeeping and laundry operation within the Island.
  • Check and monitor the completion of all housekeeping shift duties to ensure the smooth running of the department and the Housekeeping operation overall.
  • Inspect accommodation and public areas cleaned by Housekeeping staff to ensure that exacting standards of hygiene and cleanliness are met and maintained at all times.
  • Ensure that all guest accommodation and public areas are maintained to the highest possible standard of cleanliness and presentation by the housekeeping team.
  • Deliver the highest standards of customer service at all times, setting an example for your team in this regard, and meet all guest interactions and requests with friendly efficiency, politeness and courtesy.
  • Deal with any issues quickly and efficiently to the satisfaction of guests.
  • Attend and actively participate in regular management meetings representing the housekeeping department, including weekly HOD meeting and daily operations meetings.
  • Monitor and control day to day expenditure within the housekeeping budget.
  • Deal with suppliers, negotiating arrangements with new suppliers where appropriate in consultation with the General Manager.
  • Maintain efficient stocks and stock control procedures to ensure cost effective use of products and related housekeeping resources, working to budget. Ensure stock takes of linen, robes and other housekeeping items are completed fully when required.
  • Take overall responsibility for housekeeping staff recruitment, inductions, training, appraisals and management, addressing issues as they arise in the moment and escalate issues as required, take advice from HR and implement formal procedures where necessary.
  • Ensure staffing levels are adequate to deliver to the needs of the business at all times and take action through recruitment if not.
  • Organise and ensure staff accommodation is kept clean to an appropriate standard.
  • Deal with annual leave requests from all members of the housekeeping team, authorising and declining requests as required.
  • Take overall responsibility for the completion of the rota and the communication of this to team members, ensuring the department is adequately staffed at all times, according to operational requirements.
  • Ensure that any areas of the resort or accommodation requiring maintenance are reported following the correct procedure and record any faults or damage to be repaired.
  • Take overall responsibility for ensuring compliance with health and safety regulations within housekeeping, maintaining accurate and up to date records and risk assessments for the department. Report any health and safety hazards immediately you become aware of them.
  • Communicate positively and maintain effective working relationships with all staff, colleagues and internal departments and work as a team in order to resolve issues efficiently.
  • Encourage and motivate the housekeeping team on a daily basis to complete all tasks to an exceptional quality.
  • Any other duties which may reasonably be required from time to time.

PERSON SPECIFICATION

  • The ideal candidate will have considerable demonstrable experience working as Head Housekeeper with a background in a busy hotel or organisation operating in the leisure or hospitality industry, displaying exacting standards.
  • Experience of supervising and leading a team of staff.

If you wish to apply, please email your CV to nikigillies@icmi.co.uk

 

Spa Therapist

The Isle Of Eriska Spa is looking for motivated hard working therapists to join our small team.

Must be able to work well with others as well as on their own. Should be passionate about giving clients amazing treatments and have excellent communication skills. Looking for therapists with NVQ level 3 or equivalent, able to do: massage, facials, nails, waxing, scrubs, wraps & reflexology. Training in Espa or Ishga is ideal but not essential as training is provided.

Benefits include use of leisure facilities and meals on duty.

Salary £19,000 + Gratuities + 10% Commission on retail sales.

The position is live in with great accommodation at the discounted rate of £55 per week. The island is remote so ability to drive is ideal but not essential.

If you wish to apply, please email your CV to nikigillies@icmi.co.uk

 

ICMI Group Junior Operations Manager

Group Junior Operations Managers are required to travel between all ICMI properties and be able to step into a Duty Manager level role and support the hotels with holiday cover and staff shortages. 

They have to be able to solve problems quickly and in a professional and pleasant manner. They must be able to deal successfully with a wide variety of people from different cultures and backgrounds. Have initiative, self-discipline, effective communications skills, and the ability to organize and direct the work of others.

Junior Operations Managers are responsible for making decisions with the guidance of the Assistant Operations Manager and the Group Operations Manager that directly affect the day-to-day operations for the entire group. You will work closely with the Hotel General Manager on a day to day basis to ensure a flawless service and experience for our guests.

Travel and working away from home is a key factor within this job role as you will be away from home each night of your working week.  You must be able to drive and have your own car suitable for extensive travel in all weather conditions.

You are required to have a minimum of one year experience at a Duty Manager level in a 4-5 star hotel.  This is a wonderful opportunity for those who are interested and highly committed to career in the luxury hotel market.

Competitive salary and mileage provided.

Please email CV to kerrywatson@icmi.co.uk

 

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