Lead Reservationist (550 Madison)

Lead Reservationists are dynamic hospitality professionals responsible for answering all Gracious Hospitality Management (“GHM”) phone and email inquiries pertaining to 550 Madison, overseeing all customer bookings with special attention to VIP clients, and working with the manager on duty at each restaurant location to maximize seating at the direction of the Reservations.  They advise Reservationists on booking protocols and customer relations, and hold all team members accountable to the highest level of customer care. The Lead Reservationist warmly receives every inquiry, whether from customers, employees, vendors, or other third parties. Lead Reservationists work with all restaurant  and Event teams to ensure a smooth continuation of service.

Essential Job Duties & Responsibilities:

Job duties and responsibilities include, but are not limited to the following:

• Completes all assigned side work related to opening and closing the reservations desk, phone lines, and email lines at Gracious Hospitality Management.
• Oversees global reservations book. Monitors all Gracious Hospitality Management’s reservations and oversees booking protocols Drives tidiness of the grid for maximum efficiency as well as creative solutions for driving more demand.
• Provides the restaurant and GHM team with a roll-up of reservations prior to each shift; Informs restaurant Management of any large parties, special reservation notes and/or VIP customers. Assists Management in creating floor plan and table arrangement for shift. 
• Oversees flow of reservations in the grid, for each location, to ensure optimal seating pattern and service. 
• Manages VIP relations, including making reservations personally, providing personalized attention in the restaurant, recording preferences and notes from past experiences, performing final quality checks on each experience.
• Oversee Prime Reservations inbox for all locations alongside local Lead Hosts, Maitre D’ Managers, and Reservations Manager.
• Monitors and audits reservationist customer interaction, both emails and phone, for all locations and report findings to the Reservations Manager 
• Audits email and phone lines for GHMto ensure that all reservationists are following steps of service and providing the highest level of care. 
• Develops relationships with VIPs and manages blocks and allocations in cooperation with the Maitre D’, Events Department, and at the direction of the Head of Global Reservations.
• Maintains relationships with concierges and other partner booking sites at the approval of the Reservations Manager.
• Holds the Reservations team accountable to standards and reports service issues to management for management to correct. 
• Communicates to the Reservations Manager where there are overbookings or anomalies on the reservations grid.
• Maintains a clean and orderly work station, and a clean office environment. Supports the GHM Office Manager  in organization and supplies.
• Coordinates bespoke, tailored service experiences for clients. Plans the “COTE-Tailoring Program” and identifies opportunities to provide above and beyond memories for clients. Supports property level teams with execution.
• Answers all customer phone and email inquiries in a timely, professional, and hospitable manner, and forwards issues or complaints to the management team. Books customer reservations to the satisfaction of the customer and capacity of each restaurant.
• Updates client profiles on the reservation system with details such as birthdays, preferences, allergies, and more based on interactions from the team. Performs google searches and keeps thorough and up-to-date profiles on all customers and reservations.
• Fields phone and email inquiries for GHM. Communicates messages to management or the correct department.
• Responsible for training new employees as assigned.
• Assists in menu printing.
• Reports to each scheduled shift on time, in uniform, and ready to work.Assists other stations or areas of the restaurant when requested by management.
• Acts as a role model for outstanding service and leads the department in preparation, execution, and breakdown.
• Regularly reports into management on department performance including positive feedback, constructive feedback, and any issues on facilities, personnel, or product and hospitality. 

Standards:

• Upholds GHM's mission to delight our customers. 
• Consistently performs actions that positively impact the customer experience, and identifies opportunities to delight in all planning and processes.
• Upholds GHM's mission to delight our customers. 
• Consistently performs actions that positively impact the customer experience, and identifies opportunities to delight in all planning and processes.
• Display knowledge of the GHM brand, culture, and product.
• Demonstrate the Company’s core values of people, learning, culture, relationships, sustainability and stewardship.
• Maintain professional and respectful behavior when in contact with customers, management, and teammates.
• Present a polished personal appearance, adhering to company grooming standards outlined in the Employee Handbook. 
• Adhere to all company policies and procedures outlined in handbooks, manuals, and other company documents.
• Attend and participate in all scheduled meetings, training sessions, and continuing education activities.
• Take care of all company property.
• Maintain safety, cleanliness, and sanitation standards.
• Comply with federal, state, and local laws and regulations.

Qualifications:

• Must have the ability to read, speak, understand, follow written directions, and verbal instructions in English.
• Must be reachable by email and able to communicate via phone as well.
• Communicates information effectively and efficiently. 
• Excellent organizational skills and attention to detail.
• Possesses a positive, results-oriented, team-player mentality.
• Ability to perform job duties and responsibilities well and maintain professionalism and composure under pressure and in a high-paced and at times stressful environment.
• Ability to under pressure and maintain professionalism when working under stress.
• Knowledge of workplace safety procedures and local Department of Health standards.
• Food Handler’s Certification or the ability to obtain in accordance with federal, state, or local regulations and/or Company policy.
• Able to work a flexible schedule in order to accommodate business levels (weekend, nights, and holiday availability required). We will endeavor to provide reasonable accommodations for sincerely held religious beliefs.  
• Familiarity with restaurant management software such as point of sales, reservations management, inventory management, Microsoft Office, and Google Workspace. 
• Ability to execute steps of service in adherence with company policy.
• Excellent interpersonal and customer service skills.
• Excellent communication with management and teammates.
• 2+ years of similar experience.