Reservations Manager

Reports to: Chief Operating Officer

Location: West London W2

Job Type: Full-time (would require evening and weekend work)

Salary: £35 – 40k basic + Tronc

Key Stakeholders: Operations & General Managers, venue hosts

Overall Purpose:

As our Head of Reservations, you are responsible for managing daily reservations across all our venues in London and the Cotswolds. As the first point of contact on our guest journey, you play the vital role of delivering exceptional and efficient service and hospitality to our guest and seeking every opportunity to maximise venue occupancy.

Your responsibilities include:

• Daily Reservation Management: Handle incoming reservation requests via phone, email, and online platforms, ensuring timely responses and accurate bookings.

• Guest Communication: Communicate with guests to confirm reservations, provide details about the dining experience, and address any inquiries or special requests.

• Coordinate with Restaurant Teams: Liaise with restaurant managers and team to ensure seating arrangements and guest needs are accommodated for both small and large groups.

• Maintain Reservation Systems: Ensure the accuracy and efficiency of the reservation management software, updating information as needed to reflect real-time availability.

• Manage Group Reservations: Oversee group bookings, including confirmation of details, special requests, and coordination with staff to ensure smooth execution on the day of the reservation.

• Proactively Fill Gaps: Use the requests line to identify and fill gaps in the booking schedule, maximizing occupancy and ensuring optimal guest experiences.

• Manage Site VIP Lines: Oversee and manage VIP lines at each site, ensuring that VIP guests receive priority service and attention.

• Oversee VIP Priority Lists: Maintain and manage VIP priority lists, ensuring that regular VIP guests are recognized and accommodated accordingly.

• Room Reservations: Potentially manage room reservations as part of the role, providing excellent service and support; prior experience in room reservations is not necessary.

• Ensure Up-to-Date Information: Responsible for making sure web platforms display up-to-date menus and opening hours, coordinating with the relevant teams to implement changes promptly.

• Perform System Tests: Conduct regular system tests to check for any bugs or restrictions on the reservation platform, ensuring smooth functionality and user experience.

• Manage the Reservations Team: Lead and coordinate the reservations team, overseeing their growth, development, and training to ensure a high standard of service.

• Coordinate and Manage Rotas: Organize and manage team rotas to ensure adequate coverage and efficiency in handling reservations.

• Monitor Trends and Feedback: Analyse reservation data and guest feedback to identify trends, improve processes, and enhance the overall guest experience.

• Resolve Guest Issues: Proactively handle any guest concerns related to reservations, ensuring timely resolutions to maintain high customer satisfaction.

• Assist with Special Requests: Facilitate special arrangements for celebrations, dietary restrictions, and other unique guest needs, ensuring a personalised dining experience.

• Reporting: Prepare regular reports on reservation metrics and guest feedback for management review, identifying opportunities for improvement.

• This summarises the main key responsibilities of your role but there may be other reasonable requests made and other responsibilities included from time to time

Qualifications, Skills & Attributes:

• At least 3 years experience in reservations management or guest service, preferably in the restaurant or hospitality industry.

• Strong proficiency in reservation management software, particularly Seven Rooms; knowledge of TripleSeat is a plus.

• Excellent verbal and written communication skills, with a focus on customer interaction.

• Exceptional organizational skills and attention to detail.

• Ability to work flexible hours, including evenings and weekends.

• Strong customer service orientation.

• Problem-solving and multitasking abilities.

• Friendly, professional demeanour with a focus on guest satisfaction.

• Ability to work collaboratively with diverse teams.