Hotel Reservations Agent

Marine North Berwick; Greater London; On-site; GBP 25,000 - 30,000; Full time

Job summary

A luxury hotel group is seeking a Reservations Specialist in Greater London. This role involves managing phone and email inquiries professionally to provide exceptional guest experiences. Candidates should have strong IT skills, be detail-oriented, and enjoy a collaborative team environment. The position offers a range of benefits, including pension, healthcare cash plans, and discounts on hotel stays, making it an attractive opportunity for service-oriented professionals.

Benefits

Pension enrolment from Day 1

Exclusive retail discounts

Discounted hotel stays

Refer-a-Friend scheme

Access to Medicash healthcare plans

Company life assurance

Supportive team culture

Virtual GP on demand

Salary sacrifice schemes

Qualifications

• Positive and approachable demeanor.
• Detail-oriented with strong IT skills.
• Experience in customer-facing or hotel roles.

Responsibilities

• Manage enquiries by phone and email.
• Ensure accurate guest details for service delivery.
• Upsell products and services.

Skills

Customer-focused attitude

Team player

Attention to detail

Strong IT skills

Effective communication

Tools

Opera

HMS

Job description

Job Details

Job Details There has never been a more exciting time to join Marine & Lawn Hotels & Resorts.Do you love being part of a great team and creating unforgettable guest experiences? If so, we’d love to meet you.

We’re searching for a Reservations Specialist to join our passionate team of hospitality professionals. You’ll play a key role in delivering exceptional standards across all reservations processes while ensuring every guest enjoys a seamless journey with Marine & Lawn—leaving them eager to return.

This role is based at Marine Norrth Berwick

At the Heart of What We Do – Our REACH People Values

• Respect – We treat every guest and colleague with kindness and dignity.
• Excellence – We go above and beyond in pursuit of outstanding service.
• Accountability – We take ownership and follow through on our promises.
• Cooperation – We work as one team to achieve great things.
• Honesty – We act with integrity and transparency at all times.

What will I be doing?

• Managing enquiries by phone and email with professionalism and warmth across all Marine & Lawn properties.
• Ensuring guest details are accurate, enabling our teams to deliver exceptional service.
• Checking OTA arrivals, following up on reservation traces, and managing group rooming lists.
• Maintaining accurate systems and records within the department.
• Proactively contacting upcoming arrivals to enhance their experience.
• Upselling products, rooms, and services to maximise revenue.
• Distributing reports to key stakeholders and supporting department performance.

What are we looking for?

• Positive, approachable, and naturally guest-focused.
• A team player who enjoys working collaboratively.
• Detail-oriented with strong IT skills and high resilience.
• Clear in communication and immaculately presented.
• Experienced in customer-facing or hotel roles (Opera / HMS knowledge an advantage, but not essential).

Perks

• The Perks Pension enrolment from Day 1 (eligible team members).
• Exclusive retain discounts via our benefits platform.
• Discounted hotel stays for you and your family.
• Refer-a-Friend scheme with bonus rewards.
• Access to Medicash healthcare cash plans. (From November)
• Company life assurance plan
• Supportive team culture and monthly published schedules.
• Virtual GP on demand (From November)
• Salary sacrifice schemes including cycle to work

Equal Opportunities We are committed to recruitment practices that do not discriminate on any grounds. We value diversity of cultures, ideas, and people as part of our DNA.

Right to Work Applicants must have eligibility to live and work in the UK. Documentation will be required at interview stage.

About Us

Marine & Lawn Hotels & Resorts is a collection of bespoke hotels in the world’s most distinguished golfing destinations. Nestled beside some of the most iconic courses across the globe, our properties offer unforgettable travel experiences inspired by history, landscape, and local culture. Whether local, neighbour, or international traveller, every guest is invited to embrace the beauty of where land meets sea through service, storytelling, and adventure.