Reservationist primary responsibility is to answer calls, qualify leads, and be knowledgeable about all operational details within the Food & Beverage department. Reservationists support the Events department by ensuring all online content is correct and up-to-date, qualifying event and booking leads, creating BEOs for standard menu small scale events (less than 25 guests), and acting as a liaison between the guest, operational management, sales and culinary teams.
A Reservationist must be able to carry natural conversation with Guests without sounding scripted or intrusive. As a member of an energetic team, the reservationist will assist with site tours, greeting of clients, kicking off events, and other operational event support.
Responsibilities:
- Field all inquiries and phone calls received by the Food & Beverage department
- Make reservations for Guests inside and calling into the restaurant
- Answer incoming calls for all outlets and provide answers to operational inquiries
- Call Guests to confirm reservations or answer questions, as necessary
- Create BEOs for large party reservations
- Update online and social channels including google, Instagram and website
- Communicate Guest notes to Managers, Kitchen, and Service Team
- Research, detail, and track VIP guest preferences and those of his/her contacts
- Communicate all VIP guests to leadership and team members as soon as a new booking is made, or walk-in arrives
- Update and track VIPs and faces to know communication and training documents as needed or as new information becomes available
- Update and track promo and comp table bookings for Entertainment team
- Inform Guests of basic information about offerings at the restaurant and/or property details or initiatives
- Retrieving guest checks when requested by guests contacting the property
- Additional requests made by management to maintain flow of service, Guest experience, and/or restaurant cleanliness
- Inputting tickets into hospitality management system (ex: hotSOS)
- Utilization of hospitality management system (ex: hotSOS) and log in complaints
- Pull & print VIP arrival details inputted into VIP list
- Printing and detailing daily menus
- Printing and detailing daily event menus
- Inputting special buttons into POS for daily and/or weekly specials as communicated by chef/management
- Printing and/or emailing daily reservations report for pre-shift
- Updating online menu content daily/weekly to ensure all online channels are up to date with correct menus
- Audit all online channels to ensure operational information is correct
Requirements:
- Must be able to assist Guests and possess great Guest relations skills
- Must be able to read reservation notes and/or enter names and notes into SevenRooms/Resy/TripleSeat
- Must be able to assist Guests and possess great Guest relations skills
- Must be able to hear well in a loud environment in order to answer telephone and respond to Guest requests
- Passion for providing extraordinary service
- Ability to work positively in a fast-paced environment
- Must speak English fluently and be able to write in basic English
- Flexibility to work a variety of shifts
- 6 months experience in a full-service restaurant preferred
- Physically able to carry 35 pounds; able to stand, bend, and move throughout shift
- Works well as part of a team and on individual tasks
- Works well and efficiently under pressure
- Good interpersonal skills and communication with all levels of staff and management
Host top skills & proficiencies:
- Customer Service
- People Skills
- Professionalism
- Verbal Communication
- High Energy
- Attention to Detail
- Multitasking
- Thoroughness
- Planning
- Teamwork
- Organization
- Flexibility
- Cleanliness – personal and spatial