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- Tasks: Curate unforgettable guest experiences at iconic golf hotels across the UK.
- Company: Marine & Lawn Hotels & Resorts, a premier collection of luxury properties.
- Benefits: Pension enrolment, exclusive discounts, discounted stays, and healthcare plans.
- Why this job: Join a collaborative team and make a real impact on guest experiences.
- Qualifications: Customer-facing experience and strong IT skills; hotel experience is a plus.
- Other info: Flexible hybrid work options and a supportive team culture.
The predicted salary is between 36000 - 60000 £ per year.
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.
Reservations Agent - Marine & Lawn Hotels & Resorts (Hybrid) employer: Marine Troon
Contact Detail:
Marine Troon Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Reservations Agent - Marine & Lawn Hotels & Resorts (Hybrid)
✨Tip Number 1
Get to know the company inside out! Research Marine & Lawn Hotels & Resorts, their values, and what makes them unique. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Reservations Agent, you'll need to be warm and professional. Role-play with a friend or family member to get comfortable with handling guest inquiries and upselling services.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and really keen on joining the Marine & Lawn family.
We think you need these skills to ace Reservations Agent - Marine & Lawn Hotels & Resorts (Hybrid)
Some tips for your application 🫡
Show Your Passion for Guest Experience: When writing your application, let your enthusiasm for creating memorable guest experiences shine through. Share specific examples of how you've gone above and beyond in previous roles to make guests feel special.
Be Detail-Oriented: Since attention to detail is key in this role, make sure your application is free from typos and errors. Highlight any experience you have with meticulous record-keeping or managing reservations to show that you can handle the details with precision.
Emphasise Teamwork: We love a collaborative spirit! In your application, mention times when you've worked as part of a team to achieve great results. This will show us that you're a team player who aligns with our values of cooperation and accountability.
Apply Through Our Website: To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to see your interest in joining our fantastic team at Marine & Lawn Hotels & Resorts!
How to prepare for a job interview at Marine Troon
✨Know the Company Inside Out
Before your interview, take some time to research Marine & Lawn Hotels & Resorts. Understand their values, the unique experiences they offer, and their portfolio of hotels. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Guest-Focused Mindset
As a Reservations Agent, your ability to create memorable guest experiences is key. Prepare examples from your past roles where you went above and beyond for a customer. Highlight your approach to personalising stays and how you handle enquiries with warmth and professionalism.
✨Demonstrate Attention to Detail
In this role, meticulous attention to detail is crucial. Be ready to discuss how you ensure accuracy in reservations and manage group bookings. You might even want to bring up any systems or tools you've used in the past that helped you maintain organisation and efficiency.
✨Prepare for Upselling Scenarios
Upselling is part of maximising revenue opportunities. Think of ways you can confidently suggest additional services or upgrades to guests. Prepare a few scenarios where you successfully upsold in previous roles, focusing on how it enhanced the guest experience.
