ICMI

Hotel Management Company of the Year 2011, 2012, 2013, 2014 & 2017
(The Scottish Hotel Awards)

CONTACT norbertlieder@icmi.co.uk

Back to Careers | ICMI | Greywalls | Inverlochy Castle | Rocpool Reserve | Cromlix | Isle of Eriska | The Inch | Crossbasket Castle | Inver Lodge

ICMI

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 submit your CV here.

Cluster Reservations Manager

ICMI was founded by the senior management of Inverlochy Castle Hotel, Scotland's most renowned small luxury hotel, to provide a consulting and management service to the hotel and hospitality industries. ICMI now manages multiple properties across Scotland with central reservations based in Edinburgh.

As a Cluster Reservations Manager, you would be responsible for managing the central reservations team for all ICMI Collection properties ensuring delivery of an outstanding guest service. Specifically, you would be responsible for performing the following tasks to the highest standards:

  • Manage daily Reservations processes and operations to include, but not limited to, room inventory and availability, group rooming lists and blocks, cut-off dates and restrictions, occupancy, selling guest rooms, systems use and management, department management, policy and procedure implementation and enforcement
  • Manage and communicate information regarding hotel occupancy, promotion, special reservation procedures, operational issues and special events to your team
  • Serve as liaison with hotels and Revenue Manager
  • Monitor and develop team member performance to include providing supervision, ensuring 5 start standards are consistent, conducting counselling and evaluations, providing professional development and delivering recognition and reward
  • Recruit, interview and train team members
  • Communicate any and all new group or significant business to the Revenue Manger to ensure conversion or negotiation is optimal wherever possible
  • To negotiate, within the limits of authority, rates with potential hotel guests, prior to arrival or within the Hotel as required
  • Identify any overbooking or inventory issues and manage them effectively with inventory management and if necessary re-location
  • Assist in ensuring that the department is operated efficiently, and cover any tasks the Revenue Manager deems appropriate in their absence

Desired skills and experience:

  • Previous Team Management experience essential
  • Previous Hotel Reservations experience essential
  • Computer literate & knowledge of hotel PMS system
  • Leadership skills
  • Excellent organisation and delegation skills

Position is based in Edinburgh

To apply please email your CV to dorotacikala@icmi.co.uk

ICMI Trainee Program

ICMI is currently looking for young, vibrant and ambitious young persons to join our training program. We pride ourselves on the highest level of service and attention to detail is paramount. Candidates should be of the highest professional calibre, able to organize and motivate themselves and those around them. They must be hard working and committed to a career in the hospitality industry. The role consists of working away from home. You would be expected to carry out placements of up to 6 months at various properties. This is an excellent opportunity to progress within the industry. 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 of a minimum of 12 months within a 4 or 5 star hotel at any level. Must be courteous and focused on providing a consistently high standard of customer service, must be standards driven and detail-orientated.  Overall a strong drive to create a career path for themselves in the industry.  Applicants must have a good level of English both spoken and understanding. We do ask that any applications should be in English please.

Please send us your CV via our online form »

ICMI Reservations & Events Co Ordinator 

ICMI is currently looking for a Reservations & Events Co Ordinator 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. The successful candidate will have fluent English written and spoken. This is a full time post based in Edinburgh.

PROFESSIONAL TASKS, DUTIES AND RESPONSIBILITIES

  • Greets guests over the phone in a friendly, courteous manner, using the hotel and departmental greeting.
  • Records reservation information accurately.
  • Records requests for special accommodations and suites.
  • Maximises guest satisfaction by communicating customer specifications to hotel
  • Keeps Reservations Manager informed of new group bookings & Business Blocks and manage the final details of room only groups.
  • Maximises customer satisfaction and hotel revenue by promoting hotel restaurants and other services and facilities to guests.
  • To understand the rate structure and current promotions.
  • Handles all special requests appropriately.
  • Achieves maximum occupancy and average rate by utilising yield management as directed by the Revenue Manager
  • Sets up and maintains filing, trace, and communication systems, and follow-up procedures in line with guidelines

GUEST FOCUS

  • 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.

Please send us your CV via our online form »