Reservations Agent - Stirling

Reservations Agent - Stirling

• Location: Head Office, 7 Glebe Crescent, Stirling, FK8 2JA
• Contract: Permanent
• Start Date: Provisional 13/05/2024
• Job Type: Full Time - 36.25 hours per week

Hostelling Scotland is a not-for-profit charity with over 60 youth and affiliate hostels. Since 1931, we have welcomed millions of visitors through our doors, helping them to ‘get outside’, to explore what Scotland has to offer, discovering the beautiful locations and the natural benefits of the great outdoors.

Working with Hostelling Scotland is more than just a job. Join our team to become an Ambassador for Scotland and make a difference!

We are currently seeking to appoint a Reservations Agent based at our Head Office in Stirling.

About the role:

Reporting to the Reservation Manager, the Reservations Agent primary objectives are to conduct reservations activities through promoting all Hostelling Scotland products including Accommodation, Food & Beverage, Membership, Private Hire, Rent-A-Hostel, youth programmes and administrating our charitable accommodation activities.

You will:

• Process reservations ensuring all customers receive a friendly and efficient response, which accurately meets their needs
• Deliver first class guest information and help with travel planning as well as giving our guests inspiration on how to make the most of their stay with us.
• Ensure all telephone calls are handled politely and efficiently, ascertaining and accurately meeting the caller's needs,
• Respond to department emails in a timely manner and in line with the Hostelling Scotland's standard response times
• Process membership requests ensuring all customers receive the correct documentation for the membership purchased
• Promote all product and services, in particular all food & beverage and membership sales to maximise selling opportunities adding customer value at every opportunity
• Manage existing and repeat guest relationships
• Proactively provide and assist in identifying and following up on all provisional enquiries and any potential new sales lead opportunities to convert these to guaranteed bookings
• Work collaboratively with colleagues to enhance the guest experience at all times.
• Ensure all sales are implemented according to appropriate legislation including data protection, current best practice, Hostelling Scotland ethos and policies ​

In addition, you will occasionally travel within our network to visit and learn about our youth hostels, to speak with hostel managers and to see amazing surroundings so that you can help our customers discover and experience the real Scotland through hostelling with us.

We can offer:

• Comprehensive induction and work related training
• Opportunities to visit our youth hostels within our network
• Free employee membership and discounts on Hostelling Scotland accommodations to explore Scotland
• Employee Assistance Programme for your health, wellness and well being
• Group Life Assurance benefit (after one year service)
• Pension and holidays ​

Additional Information:

• All successful candidates are required to provide two satisfactory references (including one to be the most recent employer) and a recent Basic Disclosure clearance
• You must be able to provide an evidence of your right to work in the UK before you start with us.

Interview Dates: W/c 18th March 2024