Guest Services and Reservations Agent

At Manorview we make moments! From romantic weddings and relaxing spa retreats, to overnight escapes and memorable celebrations, we’re in the business of making life better through hospitality. This experience starts for our guests before they even arrive on our properties – and that’s why our Guest Services and Reservations Agents are so critical to our guest experience.

This team are providing excellent advice, support and help to guests across our nine Scottish hotels daily. From assisting someone with a spa booking or hotel room reservation, to responding to a wedding enquiry and answering a gift card query, our centrally-based team help hundreds of guests, ensuring they get the most out of their Manorview experience.

They have great attention to detail, polite phone manner, are excellent at following processes and can maintain a calm demeanour even during more challenging conversations. Sound like you? We’re looking for someone with these traits to join our team as a Guest Services & Reservations Agent.

As the role is working across all venues, the team member will be part of our Central Support Team and therefore be located at our recently refurbished Manorview office in Howwood (near Glasgow airport).

As Guest Services & Reservations agent, you’ll be required to:

• Respond to and manage online enquiries, helping to secure sales appointments and leads for our sales teams
• Reply to live chat messages
• Handle spa enquiry calls / take spa appointment bookings, and assist with spa diary management
• Make hotel room and lodge reservations for our guests
• Answer phone calls and assist guests with their enquiries/needs accordingly
• Manage enquiries sent to the central reservations email inbox
• Help guests with Gift Voucher enquiries
• Assist with generating reports and information for other departments
• Support with packing and sending thank you packages/gifts we regularly send to guests

There may be other ad-hoc administrative tasks required, but information and training would be provided where necessary.

While experience in a similar role in a hospitality setting would be an advantage, this role would be open to someone from another background who has the right experience and skills required.

Those who have been in customer / guest service, call‑centre agent or administrative roles are likely to have transferrable skills that would work well in this position.

We’re looking for someone:

• Committed to delivering great guest experience / customer service
• Experienced in following processes and procedures
• With excellent communication skills who is confident speaking on the phone and responding to written messages
• Experienced in using Microsoft Office applications (Word, Excel etc)
• With the ability to manage their own workload and balance multiple tasks effectively
• With excellent attention to detail and a high level of accuracy
• Experienced in following processes and procedures

You will often be the first impression a guest has of Manorview and our venues. So a pleasant phone manner is also essential. We look for team who demonstrate every day that they care for others, are bringing their best and are open to always moving forward – because this mindset helps all of us make life better through hospitality.

Please note:

Due to the location of our office, the role is more suited to someone who can drive / has access to a car.

We’re a team who wants to make life better for each other, our guests and communities. Every day we care for others, bring our best and find ways to move forward. We also support our registered charity, Manorview Foundation, which helps care for people in Scotland who are living in poverty. So if you want a job where you’ll get the chance to have a positive impact, this could be it!

We value every role at Manorview – because every person contributes to a successful business. To prove it, every team member receives a share of company profits after 1 years’ service – regardless of what role they do.

We pay a fair and competitive wage to everyone in our team, but you can also expect:

• Great perks and benefits to be enjoyed by you and your family, like discounts across all hotels, restaurants and our spa
• Free membership at Bowfield Health Club
• £50 Manorview gift voucher on your birthday
• Profit share payment after 1 years’ service
• Free meals, soft drinks and hot drinks on shift
• Access to free, expert wellbeing services and resources for help when you need it
• Learning and development support to grow your career here