Job Title: Head of Reservations
Job Summary:
We are seeking a highly skilled and experienced Head of Reservations to join our team at Public House Head Office. As a key member of our hospitality team, you will be responsible for managing daily reservations across all our venues in London and the Cotswolds.
Key Responsibilities:
* 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.
* Team Coordination: Liaise with restaurant managers and teams to ensure seating arrangements and guest needs are accommodated for both small and large groups.
* System Maintenance: Ensure the accuracy and efficiency of the reservation management software, updating information as needed to reflect real-time availability.
* 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.
* Occupancy Maximisation: Use the requests line to identify and fill gaps in the booking schedule, maximising occupancy and ensuring optimal guest experiences.
* VIP Management: Oversee and manage VIP lines at each site, ensuring that VIP guests receive priority service and attention.
* VIP Recognition: Maintain and manage VIP priority lists, ensuring that regular VIP guests are recognised and accommodated accordingly.
* Room Reservations: Manage room reservations as part of the role, providing excellent service and support.
* Information Management: Responsible for ensuring web platforms display up-to-date menus and opening hours, coordinating with the relevant teams to implement changes promptly.
* System Testing: Conduct regular system tests to check for any bugs or restrictions on the reservation platform, ensuring smooth functionality and user experience.
* Team Leadership: Lead and coordinate the reservations team, overseeing their growth, development, and training to ensure a high standard of service.
* Rota Management: Organise and manage team rotas to ensure adequate coverage and efficiency in handling reservations.
* Trend Analysis: Analyse reservation data and guest feedback to identify trends, improve processes, and enhance the overall guest experience.
* Guest Issue Resolution: Proactively handle any guest concerns related to reservations, ensuring timely resolutions to maintain high customer satisfaction.
* 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.
Requirements:
* 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 organisational 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.
Compensation:
£35,000 - £40,000 Plus service charge (Circa £10,000pa)
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