Job Description
Job Title:
Bookings Administrator
Location:
Abbotsford, Melrose
Reporting to:
Visitor Services Manager
Context
Abbotsford was designed and built by Sir Walter Scott as both his home and the location for
his extensive collection of books and historical memorabilia, and was first opened to the public
in 1833, five months after his death. After the death of his last descendent in residence, Dame
Jean Maxwell-Scott, in 2004, The Abbotsford Trust was created to preserve, protect and
promote not only the house, but also the life and works of Sir Walter. Abbotsford is
considered to be one of the most important heritage sites in Scotland. Abbotsford has now
completed an £11.68 million restoration, with £4.85 million granted by the Heritage Lottery
Fund and a further £3.95 million granted by the Scottish Government, Scottish Borders
Council, Historic Scotland and Scottish Enterprise.
Abbotsford is now entering the next phase of its journey, including restructuring and refocusing
the business so that it is efficient, financially sustainable and focused on delivering the business
plans, and retains its status as a 5 star heritage and visitor attraction.
The Visitor Services team is responsible for bookings, visitor flow, visitor welcome and
assistance within the Visitor Centre and also guests within the Hope Scott Wing. The Bookings
Administrator plays a key role in the relationship with our tour operators and handling agents
for group bookings.
Job Purpose
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To coordinate all incoming enquiries to the trust via the central communication
channels.
To provide an efficient booking service across the whole of the organisation responding
and confirming all group and event booking enquiries.
Maintain relationships with tour operators, handling agents and group organisers
Maintain and update booking system (EPOS Now)
To provide general administration support, including filing, ordering stationary, dealing
with post, photocopying
To provide administration support to the Management Team as required
As a member of the Abbotsford team, provide other support as delegated by the
Director of Abbotsford
The Abbotsford Trust
Job Description
1
Bookings Administrator
March 2015
Scope and Accountability
The Bookings Administrator will also need to work closely with colleagues in each area of the
organisation to ensure information is shared in a timely manner. The post holder will provide
day to day administration assistance to the Management team and will prioritise their tasks in
line with agreed deadlines or schedules.
The Booking Administrator will be responsible for the following resources:
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Maintenance of all booking records (within EPOS)
Office consumables including stock control and sourcing best value
Key Responsibilities
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To answer all enquiries from customers delivering excellent customer service at all
times
To have a detailed knowledge of all services to customers/groups and to promote these
effectively
To take bookings for all groups and events using the computerised booking system
To process and complete all administration for bookings including learning groups and
events and issue confirmation letters, itineraries including catering arrangements
relevant information packs, and other related paperwork
Update and maintain the Epos bookings database, checking for duplicates and
inaccuracies and maintaining system protocols and generating reports on group visits
Book facilities as needed for each booking, such as the restaurant, Boardroom and
Learning Suite.
Liaise with various departments to ensure all group visits are properly co-ordinated,
especially by disseminating itineraries in advance, and ensuring any changes are
communicated to all relevant parties
Contact customers should cancellations or changes to programme occur
Undertake all necessary training to meet the requirements of the post
Participate in briefings and meetings to ensure full understanding of all events, services
and products available for sale
Performing all other duties and general admin tasks as requested to ensure the smooth
running of the organisation as requested by the Management Team.
The above list is not an exhaustive list of duties and the post holder will be expected to
perform different tasks as necessitated.
Database Support
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Support the Visitor Services Manager in the maintenance of purchase ordering detail and
stock levels in line with current procedures.
Analyse periodic stock counts within EPOS to ensure accurate stock levels are
maintained and to report on discrepancies to the Finance & Admin Manager.
Ensure that the EPOS booking system is accurately maintained and to develop this
facility with the support of the Finance & Admin Manager and in line with business needs
as required.
Flexible during the winter months to support the Visitor Services Manager in the daily
operation of the Visitor Centre including cashing up retail till.
The Abbotsford Trust
Job Description
2
Bookings Administrator
March 2015
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Maintain till floats and to ensure that a supply of change is always available within the
safe at the Visitor Centre, to carry out regular checks on the value of floats and
reserves at the Visitor Centre and report any discrepancies to the Finance Manager
Prepare and print of standard EPOS reports for different parts of the business.
Communications and Relationships
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Maintain good customer relationships with a wide range of external contacts, providing
information as required (e.g. tour operators/agents, community groups and general
customers)
Development and maintenance of collaborative and constructive working relationships
with Abbotsford staff, volunteers, Trustees and the representatives from the Faculty of
Advocates based at Abbotsford.
Person Specification
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Knowledge and Experience
Knowledge and experience of computerised booking systems and working with a large
volume of enquiries
Experience of general administration and office procedures
Knowledge and experience of working in a Heritage or Tourist environment
Confident and competent computer user, including Microsoft office applications (in
particular Word and outlook)
Skills and Abilities
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Good communication and work prioritisation skills, including ability to multi task
Strong attention to detail
Good interpersonal skills, including ability to provide support to colleagues across the
organisation
Good written communication skills, including ability to draft correspondence, or copy
edit templates
Good understanding of effective customer service and excellent telephone manner
when handling callers (telephone or face to face)
Ability to prioritise own tasks to meet deadlines
Positive and flexible approach to team working within a small organisation
Personal Qualities
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Commitment to the Abbotsford Trust’s mission, vision and values
Commitment to Equality and Diversity and understanding of how they may apply within
own role and customer relations
The Abbotsford Trust
Job Description
3
Bookings Administrator
March 2015