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- Tasks: Lead the reservations team and ensure exceptional guest experiences from enquiry to arrival.
- Company: Join Marine & Lawn Hotels & Resorts, a collection of unique hotels in iconic golfing destinations.
- Benefits: Enjoy discounts, pension enrolment, healthcare plans, and a supportive team culture.
- Other info: Opportunity for career growth in a fast-paced, inclusive workplace.
- Why this job: Shape memorable guest journeys while working in a dynamic and rewarding environment.
- Qualifications: Experience in reservations or front office, strong communication skills, and attention to detail.
The predicted salary is between 25000 - 30000 £ per year.
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, you'll play a key role in shaping the guest journey from first enquiry to arrival leading a high-performing team and ensuring every interaction reflects our commitment to exceptional service.
How We Do It
- 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 You'll 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 We're 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.
Hotel Reservations Supervisor (Hybrid North Berwick) employer: Marine North Berwick
Contact Detail:
Marine North Berwick Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Hotel Reservations Supervisor (Hybrid North Berwick)
✨Tip Number 1
Get to know the company inside out! Research Marine & Lawn Hotels & Resorts, their values, and what makes them tick. This way, when you chat with them, you can show off your knowledge and passion for their unique approach to hospitality.
✨Tip Number 2
Practice your communication skills! Since you'll be handling guest queries and leading a team, being articulate and confident is key. Try role-playing common scenarios with a friend or family member to get comfortable with your responses.
✨Tip Number 3
Showcase your upselling skills! Think of creative ways to promote rooms, packages, and experiences during your interview. Share examples from your past experience where you successfully increased revenue through effective selling techniques.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team at Marine & Lawn Hotels & Resorts.
We think you need these skills to ace Hotel Reservations Supervisor (Hybrid North Berwick)
Some tips for your application 🫡
Show Your Passion for Hospitality: When writing your application, let your love for the hospitality industry shine through. Share experiences that highlight your commitment to exceptional service and how you embody our REACH values.
Tailor Your Application: Make sure to customise your CV and cover letter for the Reservations Supervisor role. Highlight relevant experience, especially in reservations or front office environments, and mention any familiarity with Opera Cloud or similar systems.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and bullet points where necessary to make it easy for us to see your qualifications and achievements at a glance.
Apply Through Our Website: We encourage you to submit your application directly through our website. This way, you’ll ensure it reaches the right team and you can easily track your application status!
How to prepare for a job interview at Marine North Berwick
✨Know Your Stuff
Before the interview, make sure you have a solid understanding of Marine & Lawn Hotels & Resorts and their REACH values. Familiarise yourself with their properties, offers, and brand standards. This will not only show your enthusiasm but also help you answer questions more confidently.
✨Showcase Your Experience
Be ready to discuss your previous experience in reservations or front office roles. Highlight specific examples where you've successfully handled guest queries or complaints, and how you've contributed to a high-performing team. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Team Spirit
Since the role involves leading and supporting a team, be prepared to talk about your leadership style and how you foster cooperation among team members. Share examples of how you've supported or developed colleagues in the past, especially in a fast-paced environment.
✨Practice Upselling Techniques
As upselling is a key part of the role, think about how you would approach this in a friendly and effective manner. Prepare some examples of how you've successfully upsold in previous positions, and be ready to discuss strategies that align with the company's commitment to exceptional service.