Hotel Reservations Supervisor (Hybrid North Berwick)

Why Join Us

There has never been a more exciting time to join Marine & Lawn Hotels & Resorts. With a growing portfolio of beautifully restored hotels set in the worlds most iconic golfing destinations we are building something truly special.

As a Reservations Supervisor youll play a key role in shaping the guest journey from first enquiry to arrivalleading a high-performing team and ensuring every interaction reflects our commitment to exceptional service.

How We Do It Our REACH Values

Respect We treat every guest and colleague with kindness and dignity.
Excellence We go the extra mile to deliver outstanding service.
Accountability We take ownership and deliver on our promises.
Cooperation We work together as one team across our hotels.
Honesty We act with integrity and transparency in everything we do.

What Youll Do

• Lead and support the day-to-day operation of the reservations function across the Marine & Lawn portfolio
• Handle telephone and email enquiries efficiently delivering a seamless booking experience
• Drive revenue through effective upselling of rooms packages and experiences
• Ensure all reservations are processed accurately using Opera Cloud (or equivalent PMS)
• Maintain excellent knowledge of all properties offers and brand standards
• Support and develop the reservations team including training and performance standards
• Conduct quality audits on calls and reservation processes to ensure consistency
• Handle guest queries and complaints professionally and promptly
• Support rota planning and departmental organisation
• Work closely with other departments to ensure a joined-up guest experience
• Assist the Head of Reservations in building a high-performing revenue-focused team

What Were Looking For

• A positive guest-focused approach with a natural ability to build rapport
• Strong communication skills and attention to detail
• Previous experience in a reservations or front office environment
• Experience using Opera Cloud or a similar PMS (essential)
• Confident working across multiple properties or within a cluster environment
• Ability to support and develop team members
• Resilient adaptable and comfortable in a fast-paced environment
• Experience managing or supporting remote teams (desirable)

The Perks

• Pension enrolment from Day 1 (where eligible)
• Discounts across high street retailers
• Discounted hotel stays for you and your family
• Refer a Friend bonus scheme
• Incentive and reward programmes
• Access to healthcare and insurance plans
• Positive supportive team culture
• Monthly rota scheduling

About Us

Marine & Lawn Hotels & Resorts is a collection of bespoke hotels set in the worlds most distinguished golfing destinations. Each property is rooted in its local heritage offering guests a unique blend of storytelling design and exceptional hospitality.

Equal Opportunities & Right to Work

We are committed to creating an inclusive workplace where diversity is valued. All applicants must have the right to live and work in the UK. Documentation will be required at interview stage.