VIP Reservationist

Catch Hospitality Group is an environment where active thinking & active feedback is the culture.  We are driven through our commitment to a team-first mentality and our relentless pursuit of three core principles: Great Food, Great Service, Great Vibe

Our company growth and expansion is made sustainable through our focus on internal mentorship, leadership development, and a bias for promoting from within.  

For this remote role, Full Availability including nights and weekend is required for consideration 

Summary:
The VIP Reservationist will be responsible for managing reservations for high-profile guests,
ensuring exceptional service, and providing a personalized experience that exceeds
expectations. The ideal candidate will be available for day and evening shifts, have a strong
attention to detail, excellent communication skills, and the ability to handle high-pressure
situations with grace and professionalism.

Essential Duties & Responsibilities include the following:

• VIP Reservations Management: Handle VIP and high-profile guest reservations, ensuring that all details are accurately recorded, prioritized, and managed according to the restaurant’s policies.
• Personalized Guest Experience: Create and maintain VIP guest profiles, ensuring that special preferences, requests, and previous dining experiences are noted and catered to for each visit.
• Communication & Coordination: Liaise with the management team, Senior Guest Relations Manager, Reservations Director, and Maitre’D to ensure smooth coordination of VIP dining experiences and special requests.
• Responsiveness: Availability to respond promptly, if not immediately, to all inquiries.
• Guest Relations: Provide exceptional customer service by anticipating guests’ needs, addressing any special requests, and ensuring a memorable dining experience for VIP guests.
• Problem Resolution: Address and resolve any issues or concerns raised by VIP guests promptly and professionally, maintaining a positive guest experience.
• Reservation Software Management: Efficiently use reservation systems to manage, track, and confirm reservations, and ensure proper seating arrangements for VIP guests.
• Maintain Waitlists: For peak times or overbookings, manage the VIP waitlist, ensuring that guests are kept informed of their wait time and that their experience remains top-notch.
• Guest Feedback: Collect feedback from VIP guests to ensure continuous improvement in service and dining experience.

This is primarily a work-from-home role with on location requirements periodically required. We
operate 7 days a week from 10AM to 10/11PM divided into 2 shifts; Day &
Evening.
Employees must create a workspace for themselves which promotes productivity.
Boundaries must be set to limit personal distractions that may impact performance of job
assignments. Conducting work at unauthorized locations is prohibited.

The physical demands described below are representative of those that must be met by an
employee to successfully perform the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities’disabilities to perform
essential functions.

• Prolonged sitting and/or standing at workstation throughout the workday.
• Ability to be mobile to attend meetings, trainings, & events as needed.
• Bending, twisting, & lifting as necessary to achieve common daily tasks.
• Mental acuity for prolonged alertness to problem solve, strategize, & manage high
• pressure situations.
• Visual acuity for working long periods on computers, for reading and for composing data.
• Use of hands to operate common office equipment including keyboard, mouse, telephone and paperwork.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Previous experience in a customer service or reservations role, preferably in the
• hospitality industry.
• Have strong verbal communication skills and interpersonal skills, with a strong focus on customer service.
• Professional demeanor and able to self-start as well as thrive in a fast-paced environment.
• Ability to handle high-pressure situations and multitask effectively.
• Strong organizational skills with great attention to detail.
• Proficient in reservation software
• Knowledge of fine dining and hospitality standards.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
• Ability to work a variety of hours, including evenings, weekends, and holidays.