Job Description

We are seeking an experienced, enthusiastic and energetic team member to manage and coordinate all reservations and booking enquiries across a portfolio of golf courses and a hotel. Actively seek new business across B2B & B2C. The role ensures efficient handling of all individual and group bookings, maximising revenue opportunities, maintaining high levels of guest service, and supporting the smooth operational delivery across all venues.

Key Responsibilities:

Reservations & Booking Management

Handle all incoming enquiries and reservations for golf tee times, hotel accommodation, society days, golf breaks, weddings, parties and group packages. Process and confirm bookings accurately using relevant systems (e.g., Mews, Lightspeed Golf, Formitable) Ensure accurate and timely communication of all guest requirements and booking details to relevant site teams. Update booking systems, calendars, and availability across all venues daily. Manage changes, amendments, cancellations, and special requests in accordance with company policies.

Revenue & Upselling

Maximise revenue through effective upselling of packages, upgrades, additional services (e.g., dinner reservations, buggy hire, spa treatments). Monitor availability and suggest rate or package adjustments where appropriate. Work alongside the General Manager to identify trends and sales opportunities.

Customer Service & Communication

Deliver a high standard of customer service via phone, email, and online platforms. Act as the first point of contact for guest queries regarding bookings, services, and experiences. Build and maintain strong relationships with returning guests, golf societies, and corporate clients. Resolve booking-related issues or complaints in a professional and timely manner.

Administration & Coordination

Maintain accurate guest profiles and booking history in CRM and PMS systems. Prepare daily and weekly booking summaries for hotel, golf, and events teams. Assist with guest pre-arrival communication, including confirmations, itineraries, and welcome details. Liaise with hotel front office, golf operations, events, and F&B departments to ensure smooth handover and delivery.

Skills & Experience

Essential:

Experience in a reservations or bookings role within hospitality, travel, or leisure. Exceptional organisational and communication skills. Proficient in Microsoft Office and booking systems Ability to multitask and prioritise in a busy, multi-site environment. Customer-focused, with a strong attention to detail.

Desirable:

Understanding of golf operations or experience in a hotel/golf resort setting. Familiarity with CRM systems and channel management tools. Sales awareness and commercial mindset.

Benefits:

Competitive salary and performance-based incentives.

Professional development and training opportunities.

Employee discounts on dining, golf, and hotel stays.

Health and wellness benefits (if applicable).

Job Type: Full-time

Pay: 25,000.00-30,000.00 per year

Benefits:

Company pension Employee discount On-site parking Store discount
Ability to commute/relocate:

Lyndhurst SO43 7HE: reliably commute or plan to relocate before starting work (required)
Work Location: In person