Meet the Team!
Meet Scott Cairns, Receptionist / Concierge at Skene House Whitehall
With 11 years of experience in customer service orientated roles; Scott began his career in retail before changing course and following his wife into the hotel industry last year, (Scott’s wife Chrissie is also a receptionist at Skene House Rosemount).
Roles and Responsibilities?
Scott describes his role as being the first impression of Skene House Whitehall. He explains the importance of upholding the company brand values and exceeding guest expectations.
“As reception or concierge, you are the first point of contact when the guest visits the hotel. It is important to have a good memory to remember every guest's name and their specific preferences for their next stay. For example, Mr Smith* likes to have a taxi to his office at 8.42am Monday to Thursday or Mrs Jones* likes to use the Very Important Pillow (VIP) service, we keep her very own pillow stored for her next visit."
Other aspects of the role include being somewhat of a perfectionist, double checking everything and complying with systems and procedures to ensure that every guest's stay goes as smoothly as possible from check-in to check-out.
Scott believes that communication is a key part of his role as receptionist / concierge. Every day involves dealing with and communicating to all departments, being a good team player and taking initiative to make sound judgement when faced with challenging situations.
"Every day is different in hotels; it can be difficult to predict what a typical day might bring, what a guest might request, and what maintenance issue might arise. Luckily Skene House have rigorous systems in place to try to tackle most situations."
Best bits of the role?
“I find the role particularly rewarding when guests’ leave satisfied with their stay. We are very proud of our excellent TripAdvisor reviews, and it’s great when a guest remembers your name and personally thanks you in their review. I enjoy going the extra mile to exceed guest expectations and making their stay special”.
Interests and hobbies?
Scott’s role involves shift work but he still manages to squeeze in plenty of activities on his well-deserved days off. He is a keen photographer, guitarist and cyclist…in fact in a previous role Scott was a bike mechanic. A man of many talents!
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