Donna Hardie, Revenue Manager at the Columba Hotel in Inverness
What’s your job title and role/department, and how long have you worked there?
I’ve been with Oxford Hotels & Inns, and The Columba Hotel in Inverness, for just over four years after. I joined the hotel as a Receptionist and my current role is the Revenue Manager, but I’ve held several interesting roles since being with the company. Previous to this I worked as waitress in Fort William.
Can you give me a brief overview of your career?
After joining in August 2006 as the Receptionist at the Columba Hotel, I’ve worked my way up. My first promotion was from Receptionist to Reservations Manager, taking on the day-to-day running of bookings. I then took on the title of Accounts Manager and I’m now a Revenue Manager, responsible for keeping new and repeat business happy, managing the reception and finances, while making sure the website is up to date.
My progression as Revenue Manager was a strategic decision taken by my General Manger to progress my skills set in my previous role. The accuracy, planning, tenacity and determination to succeed in the accounts role have set me in good stead to move forward and progress further in the Revenue Manager role.. Within this role I need to meet with all areas of my customer base, travel agents, corporate and leisure guests to ensure we are delivering what is expected.
I really enjoy my job - I find it fascinating looking at the trends of bookings and working on the strategic forecasting of revenue and sales.
Describe your usual day?
My day starts by analysing the hotel’s accounts and figures, normally in this time I could be called away for a customer meeting or to help with check-outs, reservations or to just have a coffee with the GM to go through the next few day’s figures. The rest of my day is taken up with Group enquiring, replying to e-mail enquiries and yielding of rates and bedroom stock on our very busy websites.
The part of my job that I enjoy the most is that no day is like the last, there is never a dull moment and each day has its own challenges. We’ve just had a new THS front of house system installed, which makes things a little easier.
Why did you decide to move to the hotel group?
The Columba Hotel has a brilliant reputation and the company really encourages professional development.
What marks your hotel or hotel group out?
The hotel is beautiful in its own right, but I think it’s the people that really make the place and set it apart from the competition. We’re a really close team and we all enjoy our jobs and working together – creating a welcoming and fun atmosphere I think the guests can feel too.
What do you enjoy about working at the hotel or hotel group?
I’m ambitious and I like exceeding expectations. Oxford Hotels & Inns support and reward you for this. With them you get back what you put in and I think that’s a great motivation to be the best I can be.
What do you enjoy about your job and what gives you the most satisfaction?
Again it’s the people. We have a variety of guests staying with us, from corporate visits to tourists and no one person is alike, so making their stay enjoyable is extremely satisfying.
We do get a lot of repeat guests to the hotel which is exactly what we want, every year there is a guest who calls and books direct with me and he always comments on how he really enjoyed his stay and how relaxing he found, and he always buys me a big box of chocolates when he leaves. The little things are important, for example, if a guest calls to book a room for a wedding anniversary or a special birthday treat, I like to offer a complimentary upgrade - this is always greatly appreciated.
And what aspect of your personality suits you to the job?
Everyone always tells me I’m a positive person, and I think you have to be in this industry. Negativity is counter productive and not good for business or the people you work with. I would much prefer to be friendly and approachable, even through the toughest of circumstances. For example, we recently had lots of VIP’s booked in for a music festival, and with events like these, the challenge of keeping the client totally satisfied and maintaining a full hotel to ensure maximmum revenue is very hard work. However I received some really nice e-mails from the VIP’s saying what a great job I had done & how they appreciated that nothing was to much trouble and that we could accommodate all of their requirements - this makes it all worth while.
What’s the most demanding aspect of your job?
Looking after a team can be a challenge, but one that’s rewarding also. Everyone is different and you have to be able to understand each point of view, rather than just your own.
How would you describe your approach to your work?
In a word, enthusiastic - I can’t see the point of being any other way. I enjoy my job and I hope I always have the same approach to everything I do.
I believe in treating people the way you would like to be treated yourself. We all have feelings and the reception desk can be a very stressful place with the demands of our guests and the constant ringing of phones.
I believe in leading by example and I would not ask someone to do something I would not do myself. If the reception desk gets really busy the team know that they can just call me and I will come through and help. I feel its important to show a positive attitude to all members of staff that you work with and I feel this in turn rubs of on other people.
What drives you and what’s your philosophy?
I always want to be seen as a hard worker and someone that always gives more than is expected, so that’s my philosophy.
What are your ambitions (personal and professional)?
To get better and better at my job. I would like to exceed expectations in the yield management field. My next milestone is to get married to my long term boyfriend Lee.
What work achievement are you most proud of?
Since being with the hotel I’d like to think that I’ve played an important part in making it the success it is today and I’m proud of what we’ve achieved.
Anything else you'd like readers to know about you/ your hotel or hotel group?
The Columba Hotel speaks for itself, so people should come and see it and the Oxford Hotels’ teams for themselves.
What’s your job title and role/department, and how long have you worked there?
I’ve been with Oxford Hotels & Inns, and The Columba Hotel in Inverness, for just over four years after. I joined the hotel as a Receptionist and my current role is the Revenue Manager, but I’ve held several interesting roles since being with the company. Previous to this I worked as waitress in Fort William.
Can you give me a brief overview of your career?
After joining in August 2006 as the Receptionist at the Columba Hotel, I’ve worked my way up. My first promotion was from Receptionist to Reservations Manager, taking on the day-to-day running of bookings. I then took on the title of Accounts Manager and I’m now a Revenue Manager, responsible for keeping new and repeat business happy, managing the reception and finances, while making sure the website is up to date.
My progression as Revenue Manager was a strategic decision taken by my General Manger to progress my skills set in my previous role. The accuracy, planning, tenacity and determination to succeed in the accounts role have set me in good stead to move forward and progress further in the Revenue Manager role.. Within this role I need to meet with all areas of my customer base, travel agents, corporate and leisure guests to ensure we are delivering what is expected.
I really enjoy my job - I find it fascinating looking at the trends of bookings and working on the strategic forecasting of revenue and sales.
Describe your usual day?
My day starts by analysing the hotel’s accounts and figures, normally in this time I could be called away for a customer meeting or to help with check-outs, reservations or to just have a coffee with the GM to go through the next few day’s figures. The rest of my day is taken up with Group enquiring, replying to e-mail enquiries and yielding of rates and bedroom stock on our very busy websites.
The part of my job that I enjoy the most is that no day is like the last, there is never a dull moment and each day has its own challenges. We’ve just had a new THS front of house system installed, which makes things a little easier.
Why did you decide to move to the hotel group?
The Columba Hotel has a brilliant reputation and the company really encourages professional development.
What marks your hotel or hotel group out?
The hotel is beautiful in its own right, but I think it’s the people that really make the place and set it apart from the competition. We’re a really close team and we all enjoy our jobs and working together – creating a welcoming and fun atmosphere I think the guests can feel too.
What do you enjoy about working at the hotel or hotel group?
I’m ambitious and I like exceeding expectations. Oxford Hotels & Inns support and reward you for this. With them you get back what you put in and I think that’s a great motivation to be the best I can be.
What do you enjoy about your job and what gives you the most satisfaction?
Again it’s the people. We have a variety of guests staying with us, from corporate visits to tourists and no one person is alike, so making their stay enjoyable is extremely satisfying.
We do get a lot of repeat guests to the hotel which is exactly what we want, every year there is a guest who calls and books direct with me and he always comments on how he really enjoyed his stay and how relaxing he found, and he always buys me a big box of chocolates when he leaves. The little things are important, for example, if a guest calls to book a room for a wedding anniversary or a special birthday treat, I like to offer a complimentary upgrade - this is always greatly appreciated.
And what aspect of your personality suits you to the job?
Everyone always tells me I’m a positive person, and I think you have to be in this industry. Negativity is counter productive and not good for business or the people you work with. I would much prefer to be friendly and approachable, even through the toughest of circumstances. For example, we recently had lots of VIP’s booked in for a music festival, and with events like these, the challenge of keeping the client totally satisfied and maintaining a full hotel to ensure maximmum revenue is very hard work. However I received some really nice e-mails from the VIP’s saying what a great job I had done & how they appreciated that nothing was to much trouble and that we could accommodate all of their requirements - this makes it all worth while.
What’s the most demanding aspect of your job?
Looking after a team can be a challenge, but one that’s rewarding also. Everyone is different and you have to be able to understand each point of view, rather than just your own.
How would you describe your approach to your work?
In a word, enthusiastic - I can’t see the point of being any other way. I enjoy my job and I hope I always have the same approach to everything I do.
I believe in treating people the way you would like to be treated yourself. We all have feelings and the reception desk can be a very stressful place with the demands of our guests and the constant ringing of phones.
I believe in leading by example and I would not ask someone to do something I would not do myself. If the reception desk gets really busy the team know that they can just call me and I will come through and help. I feel its important to show a positive attitude to all members of staff that you work with and I feel this in turn rubs of on other people.
What drives you and what’s your philosophy?
I always want to be seen as a hard worker and someone that always gives more than is expected, so that’s my philosophy.
What are your ambitions (personal and professional)?
To get better and better at my job. I would like to exceed expectations in the yield management field. My next milestone is to get married to my long term boyfriend Lee.
What work achievement are you most proud of?
Since being with the hotel I’d like to think that I’ve played an important part in making it the success it is today and I’m proud of what we’ve achieved.
Anything else you'd like readers to know about you/ your hotel or hotel group?
The Columba Hotel speaks for itself, so people should come and see it and the Oxford Hotels’ teams for themselves.
