Scotland’s Best Hotel (21-50 rooms) 2022 and 2023
The Machrie Hotel, Isle of Islay, Scotland
RECEPTIONIST
We are located on the beautiful Scottish island of Islay on the west coast of Scotland. This position would suit someone who loves the country, wildlife, golf and the outdoors.
We have 47 bedrooms (different styles), 4 self-contained lodges and a split-level suite with 2 bedrooms. We also have 5 dog friendly rooms.
With panoramic views across the golf links to the idyllic 7 miles of silver sands at Laggan Bay The Machrie only opened late 2018 but already has been named in the UK’s Top 30 Hotels in the Condé Nast Traveller Reader’s Choice Awards 2022, The Machrie is ranked as one of the best golf resorts in the world in Today’s Golfer Top 100 and is ranked No 6 in Europe by Leading Courses.
The Machrie has 47 bedrooms ranging from comfy to comfy luxe, dog friendly to a two-storey apartment and 4 self-contained lodges. The hotel has a main season from April to end of October but retains a permanent team year-round and attracts visitors and groups from all over the world as well as regular visitors who come year after year.
Our guests come from both the island and far and wide, attracted by the beauty and challenge of our links course, the wonderful wildlife, unforgettable whisky indulgences (after all there are 9 Whisky distilleries on Islay) or indeed just to relax, take in the fresh air and great views and delight in a most comfortable stay.
From welcoming our guests from the moment they arrive to showing them to their bedroom and helping them plan their stay and activities you will take great delight looking after our guests. Arranging helicopter arrivals and booking taxis.
Being knowledgeable about the hotel facilities and what to see and do on the Island you will also take guest reservations, lunch & dinner reservations, spa bookings and assist with general queries.
Job Description:
Your role as Host at The Machrie Hotel and Golf Links
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Location: The Machrie Hotel and Golf Links
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Principle Purpose:
The hotel Host makes guests feel welcome, manages bookings, and deals with requests from guests. This is a busy and public-facing role, which would suit a lively, friendly person who can remain calm under pressure.
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Responsible for/ direct reports if applicable:
N/A
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Reports to:
House Manager
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Areas of responsibility
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Tasks
What I need to do
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My Profile
What qualities and qualifications are essential or desirable in this role
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General Duties
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- To complete all daily responsibilities and tasks in a timely manner
- To be customer focused at all times with an understanding of the local area and the wider hotel operations.
- To represent our brand at all times
- To provide excellent customer service, ensuring all visitors to The Machrie are greeted and have a positive first impressions
- Any other duties deemed necessary to ensure excellent levels of guest services are provided
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Essential:
- Previous Front of House experience
- Experience of a customer services centric role
- A demonstratable commitment to customer service
- A strong team player with bags of enthusiasm and personality
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Policy & Procedure
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- To ensure all complaints are noted and communicated to the House Manager
- To ensure all departments are up to date with guest requirements via the special services procedure
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Essential:
- Previous experience of using property management systems.
- Basic knowledge of Microsoft Office, Word, Excel and Outlook
- Basic administrative and I.T. skills
- Experience of hotel computer systems
- Task prioritisation
- Drivers licence/own transport if not living onsite
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Health & Safety
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- To act in accordance with Health & Safety laws
- Maintain an organised, clean and safe work place.
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Preferrable:
- First Aid qualification is preferred
- Current Enhanced CRB check is preferred
- Fire Warden experience is preferred
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People & Communication
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- Ensure effective communication between your immediate team and other hotel departments as appropriate
- Provide a sympathetic ear to any complaints received
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Essential:
- Ability to remain calm under pressure
- Excellent communication skills
- Diplomatic nature
- Ability to work as part of a team
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BCorp
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- Ensure you have a good understanding of why we are working towards a BCorp accreditation.
- Understand that it’s a shared responsibility to look after our teams and planet.
- Get involved with BCorp related initiatives and workshops
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Essential:
- Care about our team and our environment
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What we look for
Previous customer service experience and a good general level of computer skills using email and Microsoft packages is essential. Full training will be given on our property management systems, Opera and Symphony.
This role would suit those who enjoy and are confident interacting with people, our guests love speaking to our team members about life on Islay and golf.
It can get very busy during the summer so being able to keep calm and not get flustered is a good attribute for this role.
We ask that people take pride in their appearance, are punctual and have a 'can do attitude' as looking after our customers is our number one priority.
We accept applications from couples but ask that they work in different departments.
Hours of work
This is a full-time position working 40 hours a week over 5 days.
Working is on a shift basis across a pattern of 'early' shifts from 6.30am to 3pm and 'late' shifts from 2.30pm to 11pm.
Live in Accommodation
If you would be relocating to live on Islay we offer staff accommodation either on-site for those who don't drive or within a 10 min drive from the hotel if you have a car. We ask for a nominal accommodation contribution of £52.85 per week (this is reviewed annually). Everyone is provided with their own bedroom but share communal facilities.
Benefits we offer to our team
In addition to your basic salary, you can also benefit financially from:
Guest gratuities are shared amongst the team monthly (approx £900 per annum if working full time)
Islay Living out Allowance - those resident on Islay and not living in company supported accommodation can also benefit from a lump sum payment of up to £200 per month to assist with living costs (pro-rata for part time workers).
'Refer a friend' scheme - team members who refer a friend to work with us at The Machrie can benefit from a £750 thank you payment.
We also offer other discounts and benefits:
- Friends & Family discounted accommodation
- 50% discount on Restaurant food
- Use of the Golf Facilities – 18 hole Links course, Driving Range, 6 hole par 3 Wee Course and training simulator.
- Discounted membership of the Islay Golf Club
- Staff discount in the Golf Pro Shop
- Use of the hotel Gym
- Uniform provided
- Staff meals on duty
- Employee Assistance Programme (24 hour helpline)
The Machrie is a key part of the community here on Islay and so will you be. Getting to know the Islay golf club members, local distilleries, gin and ale providers and regular locals and visitors to the hotel.
We know island life is not for everyone, but if you don’t need the bright lights to be entertained, and instead can equally enjoy a simpler life appreciating nature’s glorious gifts, then why not get in touch?