Day in the life: Reservations co-ordinator

My morning

I’m an early bird with the alarm going off at 6.45am. My morning routine sees me prepare my breakfast, which is usually porridge with blueberries and cinnamon, before heading to the local shop to pick up a copy of the day’s Press and Journal. I like to catch up with local news before the busy working day begins. The morning really is my quiet time before the busy working day begins.

I arrive at our office in Inverurie before 8am and always meet with our operations manager, Tim, to review the events of the previous day and evening, especially if there have been any service calls from guests through the night.

Preparing for the day ahead is also an integral part of my morning routine and I always catch-up with the company’s quality managers, Liz, May and Kathryn. These managers look after our very busy housekeeping teams and are out during the day, ensuring that our range of apartments are in pristine condition for the arrival of our guests.

Once I’ve reviewed the enquiries from the previous day, it’s time for the calls to start coming in and these very rarely let up throughout the remainder of the day.

 Calls come from all parts of the world, with companies, relocation agents and individuals enquiring about availability of our apartments throughout Aberdeen and Aberdeenshire.

Douglas Cowe

My lunchtime
I tend to have lunch in the office with whoever is present at that time. It’s very much a working lunch, processing new reservations and dealing with potential future bookings.

When a potential enquiry is converted into a confirmed booking it’s a great buzz and really is one of the best parts of the job.

My afternoon
After lunch, it’s more of the same with guests coming and going throughout the day. The majority of our business is from the corporate sector where guests tend to arrive late afternoon or evening, so the day really does get busier as it progresses. From celebrities visiting the north-east for a function, to business professionals from all corners of the globe, we really do see a wide variety of people stay with us throughout the week.

All guests are met and checked into apartments and depending on staff availability, I often go to the airport to collect them. Checking guests into the apartments is a very important part of our procedure as this may be home for some time and we want to ensure they are happy with their surroundings. We give them a comprehensive tour of the property highlighting all important aspects such as how appliances work and wifi login to name but a few.
Later in the afternoon, I start to prepare for arrivals the following day. We provide welcome food packs for every guest so stock for these has to be ordered.

My evening
I’m on call every third week which includes the weekend, so evenings can often be taken up with arrivals. If I’m not on call, I’m usually home between 6pm and 7pm. Throughout my evenings, I like to stay active and try to get to the gym at least three times a week. I’m also a qualified ski instructor in my spare time and although my time doing this has been limited this year, I’m looking to get back into it throughout this season. I also have seven wonderful grandchildren which take up a good deal of my time; not that this is anything to complain about!

I joined Town and Country Apartments in January 2014 after giving up my financial advice business. The role is a challenging one but despite advancing years, I am really enjoying being part of a dynamic, young business, working as a team to deliver a memorable experience for guests from around the world.

The favourable reaction of guests when they arrive at their apartment really is something and it’s this that gives me real pride in what we do. No two days at Town and Country Apartments are the same and the variety is brilliant.

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