The Reservationist is responsible for creating an impression of warmth and hospitality from the first moment a guest calls to make a reservation and/or enter our establishments. S/he will make dining reservations for each business, provide menu information and answer questions, and assist guests with other inquiries (group dining, to-go, etc.). S/he will work with the Operations teams to maximize reservations for the businesses and creating a positive experience for each guest through the phone system. The Reservationist will work with Open Table to book dining reservations.

General Responsibilities

Operations

• Basic reservations expectations: correct spelling of the guest's name, contact number for date of reservation, concierge and/or hotel info (where appropriate); appropriate reservation notes; getting an email address; understanding of how and when to confirm reservations; know when it's ok to 'squeeze someone in' the reservation book.
• Knowledge of all phone functions; how to turn on/off call forwarding, and expectations for when to do both
• Knowledge of the table numbers, capacity of every table, combination of tables, and sections within each restaurant
• Understanding of large party timing, pacing and spacing rules for each restaurant
• Knowledge of how to book reservations to maintain an even flow of business, and not negatively impact floor or kitchen operations.
• Basic knowledge of menu: signature items, price point, and concept; basic understanding of the restaurant's Beverage 'concept,' as well as knowledge of some signature wines and cocktails
• Knowledge of daily specials
• Names of each restaurant's Managers and Chefs, concept, price point, and dress code; ability to provide address, phone number, and fax number for each restaurant
• Knowledge of parking situations 
• General knowledge of local hotels and distance to our restaurant
• Know how to handle difficult situations with professionalism and courtesy in accordance with our standards. Always alert a manager to any guest issues or complaints.
• Be knowledgeable about promotions and marketing events, and able to relay relevant information about those items to the guest.
• Check voicemail frequently for any missed calls, and return calls as needed.
• Know how to communicate with restaurant managers and greeters at the site
• Generate fun and excitement through your personality and positive attitude to help ensure many return visits by our guests

Group Dining

• Knowledge of the reservation rules and Group Dining Policies for each restaurant
• Understand how to appropriately block tables in the OT system to account for Group Dining Reservations.
• Ability to differentiate which large parties should be referred to Group Dining and which ones to refer to in house restaurant reservation system
• Any requests for Group Dining within 48 hours of the date need to be handled directly by that restaurant's management team

Additional support duties

• Update menus online

• Qualifications

  • 2+ years of experience in the restaurant industry strongly preferred
  • Experience with Open Table or a similar reservation software

  Skills

  • Provide exemplary customer service and hospitality
  • Excellent telephone skills
  • Responsible for maintaining a consistent regular attendance record
  • Must possess a cooperative and friendly nature
  • Ability to communicate and follow directions effectively
  • Must present a clean and well-groomed appearance
  • Must possess sound and mature judgment
  • Must be well-organized and prepared for every shift