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
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.
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