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The Lovat is going places and is one of the most exciting hotels in The Highlands.  We’re known for our excellent customer service, and our staff are among some of the most passionate and dedicated individuals in the business.

Positions available

This role represents a great opportunity for an entrepreneurial individual to deliver market presence and a cohesive best practise marketing plan, joining a unique hotel as it continues to evolve.  Reporting directly to the Hotel Owner, this is a highly independent role that provides the opportunity to help shape and grow a successful and ambitious 4 star eco-conscious hotel in the Highlands.

Consumer insights are high on the agenda and you must be ready to get stuck in and develop strategies for maximising the brand through the whole marketing mix.  If you’re looking for a role where you can use both your strategic and execution ability on a great brand – in a creative, young, dynamic and supportive environment then this is the hotel for you!


You will be responsible for the marketing and development of ‘The Lovat’ brand and through a consumer focused approach to brand building you will set strategic direction, produce quarterly and annual marketing plans and create innovative full mix marketing campaigns.  NPD is on the agenda, therefore you will need to identify opportunities, lead the innovation process and creative agencies to bring ideas to life.

Duties include:

  • Managing all marketing for the company and activities within the sales and reservations department;
  • Revising and developing the marketing strategy for the company in line with company objectives;
  • Co-ordinating marketing campaigns with sales activities;
  • Overseeing the company’s marketing budget;
  • Liaising with the PR company – reviewing editorials;
  • Creation and publication of all marketing material in line with marketing plans;
  • Planning and implementing promotional campaigns as well as measuring results;
  • Overall responsibility for brand management and corporate identity;
  • Preparing online and print marketing campaigns;
  • Monitor and report on effectiveness of marketing communications;
  • Creating a wide range of different marketing materials;
  • Working closely with design agencies and assisting with any new product launches;
  • Maintain effective internal communications to ensure that all relevant departments are kept informed of marketing objectives;
  • Analysing potential strategic partner relationships for company marketing – both national and international;
  • Blog writing, posting and newsletters;
  • Website text and photo updating;
  • Social media co-ordination
  • Managing consumer databases, to ensure they are kept accurate and up to date; and
  • Investigating and activating new opportunities to grow sales both online and offline – improving conversion rates and profitability from both existing consumers and potential ones;

The candidate must:

  • support the hotel team;
  • have drive, ambition and an open mind to develop and acquire new skills;
  • be motivated and confident with personal and professional integrity;
  • have at least 1 years’ experience in a similar environment; and
  • have a strong command of the English language

Additional Benefits:

  • flexible working hours
  • live in accommodation available

1. PURPOSE OF THE ROLE

The Reservations Manager is to lead the team, taking responsibility for ensuring the delivery of high standards of service within: the front and back office.

It is important that the Reservations manager contributes to the hotel’s strategic planning activities, taking an active role in driving Reservations sales, effectively marketing the hotel calendar of events and special offers as well as ensuring the Reservations team are inspired to achieve upselling targets.

The Reservations manager will contribute to the smooth & efficient running of the department by applying skills & attributes to all areas that require involvement. 

Planning:  The Reservations Manager will be responsible for working closely with the hotel managers to develop the vision and formulate the strategy for capitalising on opportunities that exist within the local, regional, national and international markets.  This is likely to involve organic and pre-planned growth.

Leadership & Direction:  The Reservations Manager is responsible for the leadership and direction of the Reservations and is expected to lead by example, providing whatever direction and support is required day-by-day by HoDs and other members of the team, putting the guest and the best interests of the department at the centre of the operation at all times.  Part of this aspect of the role involves coaching the team to enable them to develop their own leadership skills and in turn provide the leadership required to the rest of the department. 

Revenue Growth & Delivery:  Working with the hotel managers, the Reservations Manager will be responsible for developing budgets, and for the subsequent delivery of all agreed revenue, cost and profit generation.  YoY growth will be expected across the department, and the Reservations Manager will be expected to be instrumental in leading the revenue management.

Financial Management: The Reservations Manager is accountable for all aspects of the financial management of the department from participation in the budgeting process to regular review of all management and financial information, taking the necessary actions to rectify discrepancies on an on-going basis.  This will include providing monthly forecasts for the department and action planning where the department is running ‘off’ line to bring it back ‘on’ line.

Operational Management:  Working in close conjunction with the HoDs, the Reservations Manager is responsible for all aspects of the management of operations.  Most importantly, they are responsible for ensuring the highest levels of guest satisfaction through excellent product and service delivery across the Hotel.  The Reservations Manager is also responsible for: recruitment; training and development of the team; performance management; and appraisals (with HR); department development (with Sales & Marketing); and management of the physical establishment, maintaining the assets of the Hotel in the best possible condition (with the Maintenance department).

The Reservations Manager will also be responsible for compliance and ensuring that all legal requirements of the department are met on an on-going basis, and that agreed policies and procedures are adhered to at all times, in particular with the change in data protection laws with GDPR taking effect from 25th May 2018.

Department Development & Community Relations:  The Reservations Manager will be expected to lead on Sales & Marketing providing direction to the Sales & Marketing Manager and relevant members of the team in relation to revenue growth and the achievement of all operating ratios.  Through the various HoDs, the Reservations Manager will be expected to drive high levels of effective sales in the department to deliver the levels of growth required. 

2. KEY RELATIONSHIPS

  • Reports indirectly to the Assistant Managers with direct contact with the General manager
  • Direct management of the team
  • Liaison with key local and national organisations involved in tourism and hospitality, and with leaders in the local community

1. General Information

Immediate Superiors: Head Chef

Work Area: Kitchen

Hours of Work: As the job demands, extra hours given back in lieu

Salary: from £27k+

2. Job Summary

Join this dynamic team and help produce some incredible dishes to wow our 60,000+ Instagram followers!

Aside from creating beautiful dishes – you must be able to:

  • assist the Head Chef with the management of the kitchen brigade, its supplies, its food production as well as assisting with menu design, event planning, cost controls and supplier development;
  • maintain consistent quality for breakfast, lunch and dinner in the Brasserie as well as any events and functions – with food production at a minimum 3 rosette standard;
  • design, plan and assist in the production of daily staff meals;
  • contribute to ensuring the highest level of hygiene over and above statutory requirements, making sure that all HACCP records are up-to-date;
  • effectively & efficiently second manage the kitchen:  controlling waste, to maximise the 72% GP;
  • maintain a wage% of 34 or below whilst motivating the brigade; and
  • ensure that the kitchen runs efficiently in the chef’s absence with a strong focus on the customer experience

3. Job Content

  • Customer Satisfaction & Expectation

Maintain, develop & exceed satisfaction & expectation by producing a high production standard of food

Support the high level of dedication, expression & initiative to all dishes through an eye for detail & care

  • Suppliers

Maintain the supply of equipment & supplies by recording, monitoring & operating cost controls

Assist with the control, receipt, storage & issue of supplies

  • Working Relationships

Contribute to planning the development & actually developing the team & individuals

Contribute to the assessment of personnel against development objectives

Create effective working relationships

Gain the trust & support of colleagues, the team & the Head Chef

Minimise conflict in the team

  • Health, Safety, Cleaning & Maintenance

Support & monitor the control of health, safety & security of other workers & the public

Inspect & monitor the kitchen & its equipment against health & safety requirements

Help monitor the kitchen’s environmental requirements against health & safety policies for food storage, preparation & cooking

Comply & be aware of all HACCP & COSHH requirements

Manage the cleaning of the kitchen & its equipment

  • Team Development & Recruitment

Contribute to the department by identifying staff requirements & then assist in selecting the team

Retain staff through in-house development & training to enhance performance

Improve team performance through planning & activities

Manage yourself & develop own skills to improve performance & meet objectives

  • Information

Manage information by gathering details, informing & advising others

Attend meetings in the Head Chef’s absence

JOB SPECIFICATION

  • Must be a good second manager
  • Must have had at least 2 year’s Junior Sous or Sous Chef experience at a minimum 2 rosette level
  • Advantageous to have had some 3 rosette experience
  • Must be able to handle responsibility & uphold whatever standard is set
  • Aware of current trends & fashions
  • Must be creative
  • Must have a good level of knowledge of all sections of the kitchen
  • Must be enthusiastic
  • Must have a mature professional attitude
  • Must have excellent attention to detail
  • Must be hands on
  • Must be a good communicator
  • Must be customer focused at all times
  • Must be quality driven
  • Should be able to multi-task
  • Should have relevant hygiene, health & safety training
  • Must be able to listen, take orders, directions & take criticism
  • Must be willing to learn
  • Must be actively keen to enhance their personal development
  • Must be ambitious
  • Must set an example to the rest of the team

1. General Information

Immediate Superiors: Supervisors & Heads of Department

Work Area: Breakfast, lunch & dinner service in the Brasserie & Station Road as well as Bar service

Hours of Work: Straight or split shifts, 5 day week, 40 hours per week, subject to business.  Winter months quieter than Summer months so hours will be banked as required

2. Job Summary

Contribute to the smooth & efficient running of the hotel by applying skills & attributes to all areas that require your involvement.  Day to day responsibilities will be handed to you in all roles so it is essential that these are fulfilled & completed to their ultimate potential.  Most importantly you must work to ensure that all customers receive the highest level of attention, service & care. 

3. Job Content

  • Customer Satisfaction & Expectation

Maintain, develop & exceed customer satisfaction & expectation, building rapport where possible

Oversee, monitor & maintain 3 rosette food standard & provision of service in all areas

Support the high level of dedication, expression & initiative to all areas of service

Deal with customer complaints or seek assistance where required

  • Food & Beverage Service

Maintain & develop all procedures of food & beverage service to the customer – learning IQPOS

Look after service equipment

Learn the menu & drinks lists to improve your customer service provision

Maintain & develop any procedures of beverage service to the customer

Co-manage the ordering procedure – know the suppliers, their phone call date & delivery dates

Administer the Licensing Scotland Act 2005 & the Lovat’s Operating Plan & complete the licensing training

Open up & lock up the bar & hotel when required

Handle cash & manage the till float & change safe

  • Front of House/Reception

Meet & greet customers, dealing with ‘on the spot’ reservation requests along with food & beverage service throughout the day

Efficient response to all telecommunications, corresponding with customers & suppliers through telephone, emails, letters & faxes

Understanding & practical use of the reservation system (RoomMaster) & till system (EPOS)

  • Reservations/Events

Deal with accommodation &/or restaurant booking enquiries, via fax, email, mail or telephone

Record follow up, confirm, cancel & amend enquiries &/bookings

Handle mail, messages, verbal & written communication

Respond to the arrival of customers without advance bookings – ‘walk-ins’

Prepare for & deal with the arrival of customers with advance bookings

Co-ordinate events:  weddings; in-house celebrations as well as corporate events

3. Job Content (cont…)

  • Suppliers/Resources

Assist with the control, receipt, storage & issue of supplies & assist with the use of resources

  • Recruitment Selection & Working Relationships

Contribute to effective working relationships & by identifying personnel requirements

Gain the trust & support of colleagues, the team & managers & minimise conflict in the team

  • Environmental & Health, Safety Efficiency

Maintain, identify & recommend improvements to energy & waste efficiency

Adhere to environmental policy

Support & maintain the control of health, safety & security of other workers & the public

Help monitor the hotel’s environmental requirements against health & safety policies:  for example food storage

Maintain energy & waste efficiency & identify & recommend improvements to energy & waste efficiency

  • Departmental Operation

Be flexible, adaptable & helpful to all departments that require your assistance

Work in all departments that are assigned to you with attention to detail & interest & gain respect from team members

  • Cleaning & Maintenance

Contribute to maintaining & cleaning hotel equipment

Work outside ‘the box’ by using initiative & identifying areas for attention

  • Development

Develop self to enhance performance by managing yourself to develop own skills, meet objectives & improve performance

Improve team performance by contributing to any planning &/or activities

JOB SPECIFICATION

  • Must be a self manager
  • Must be able to handle responsibility
  • Must be enthusiastic
  • Must have a mature professional attitude
  • Must have excellent attention to detail
  • Must be hands on
  • Must be a good communicator
  • Must be customer focused at all times
  • Must be quality driven
  • Should be able to multi-task
  • Must be able to listen, take orders, directions & take criticism
  • Must be willing to learn
  • Must be actively keen to enhance their personal development
  • Must be able to uphold whatever standard is set

BENEFITS

  • Staff Discount

Anytime you have a meal in the Brasserie, you are entitled to 25% off your meal bill

  • Collect Hearts

At any given time, a colleague can nominate you for a heart if they feel you deserve it! For every 5 hearts that you receive, you can enjoy a bottle of Prosecco/wine or a table for 2 people for a 2-course meal in the Brasserie within 1 month of the nomination.

  • Training

There are opportunities to apply for SVQ & NVQ Hospitality Qualifications for full-time employees committed to working at least 1 year. Also over the winter – offsite training and stages can be organised at your review

The hotel’s information and courses like staff policies, fire safety, food safety etc. are available on The Lovat ELamb training portal. You’ll also see the upcoming courses and can request to attend them if interested. You’ll receive notifications about new courses via e-mail. You’ll get access to create your account once working at The Lovat, Loch Ness.

  • Local Benefits

The Lovat works closely with local businesses so that employees benefit from discounts

Apply by sending your resume and application letter to caroline@thelovat.com 

LATEST LOVAT OFFERS


  • The Brasserie

    As a resident, pre-book your table by 12noon the day prior to benefit from 15% discount on your meal

    Find Out More
  • Highland Dinner Bed & Breakfast Break

    Take a well earned 2 night break away to enjoy the fantastic Scottish Highlands, exploring Loch Ness and its surrounding beauty

    Get Deal
  • CHRISTMAS BREAK

    The Lovat is offering you the chance to have a stress free Christmas and New Year.

    Book Now
  • ECO TRAVELLER

    Leave your car at home and use your stamina by cycling or walking to the Lovat to benefit from a further reduction on any room rate.

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