Reservations Agent - Marine & Lawn Hotels & Resorts (Hybrid)

Schulte European Group; Troon; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Pension enrolment from Day 1

Exclusive retain discounts via our ben

Discounted hotel stays for you and ваш

Refer-a-Friend scheme

Medicash healthcare cash plans (From  

Company life assurance plan

Virtual GP on demand (From November)

Salary sacrifice schemes including cyc

Job summary

Marine & Lawn Hotels & Resorts is seeking a guest experience strategist (Reservations Specialist) to craft exceptional stays at iconic golf hotels in the UK. The role supports high-value guests and regional properties, with remote or hybrid working options for those near our hotel portfolio.

You’ll manage enquiries, coordinate reservations across properties, and contribute to personalised guest journeys while driving revenue through upselling and seamless coordination with hotel teams.

Qualifications

• Positive, approachable and guest-focused.
• Team player who enjoys collaborative work.
• Detail-oriented with strong IT skills and resilience.
• Clear in communication and immaculately presented.
• Experience in customer-facing or hotel roles; Opera/HMS knowledge is an advantage.

Responsibilities

• Represent Marine & Lawn Hotels & Resorts by managing enquiries with professionalism and warmth across the portfolio.
• Provide high-touch service beyond bookings.
• Handle reservations with meticulous attention to detail for seamless guest journeys.
• Oversee OTA arrivals, follow up reservation traces, and coordinate group rooming lists.
• Maintain accurate records and systems to support efficiency.
• Proactively reach out to upcoming guests to personalise their stay.
• Upsell rooms, services, and bespoke guest experiences to maximise revenue.
• Prepare and distribute reports to stakeholders.

Skills

Guest focus

Team player

Detail oriented

IT skills

Communication skills

Tools

Opera/HMS knowledge

Job description

We’re searching for a guest experience strategist (Reservations Specialist) who plays a key role in curating stays across iconic golf destinations in the UK.This is a rare opportunity to support our portfolio of prestigious, golf-inspired hotels—delivering more than bookings by creating tailored, memorable guest experiences across multiple iconic properties. If you’re passionate about premium service and thrive as part of a collaborative team, we’d love to hear from you.

This role can be remote or hybrid, if you’re located near one of our hotels.

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

At Marine & Lawn, our people chose the values that guide how we work together and how we serve our guests:

• 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.

These values are more than words – they shape every reservation, every interaction, and every guest experience.

What will I be doing?

Guided by the Head of Reservations, you’ll be the voice behind iconic golf hotels like Marine North Berwick and Rusacks St Andrews, crafting exceptional stays and supporting high-value guests

• Representing Marine & Lawn Hotels & Resorts – a premier collection of luxury, golf-inspired properties – by managing enquiries with professionalism, warmth, and a personalised approach across the full portfolio.
• Providing a high-touch service which goes beyond just taking bookings
• Handling guest reservations with meticulous attention to detail, ensuring accuracy so our hotel teams can deliver truly exceptional experiences.
• Overseeing OTA arrivals, following up on reservation traces, and coordinating group rooming lists with precision.
• Maintaining accurate records and systems to support seamless guest journeys and departmental efficiency.
• Proactively reaching out to upcoming guests to personalise and enhance their stay, turning reservations into memorable experiences.
• Maximising revenue opportunities by confidently upselling rooms, services, and bespoke guest experiences.
• Preparing and distributing reports to key stakeholders, contributing to the success and performance of the reservations function.

What are we looking for?

We’d love to hear from you if you are:

• 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).

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.

Find out more: marineandlawn.com