Head of Reservations Management

7 days ago

London, Greater London, United Kingdom Public House Head Office Full time

Job Title: Head of Reservations Management

Job Summary:

We are seeking a highly skilled and experienced Head of Reservations Management to join our team at Public House Head Office. As a key member of our operations team, you will be responsible for managing daily reservations across all our venues in London and the Cotswolds.

Key Responsibilities:

  • Daily 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.
  • Coordinate with Restaurant Teams: Liaise with restaurant managers and team to ensure seating arrangements and guest needs are accommodated for both small and large groups.
  • Maintain Reservation Systems: Ensure the accuracy and efficiency of the reservation management software, updating information as needed to reflect real-time availability.
  • Manage 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.
  • Proactively Fill Gaps: Use the requests line to identify and fill gaps in the booking schedule, maximizing occupancy and ensuring optimal guest experiences.
  • Manage Site VIP Lines: Oversee and manage VIP lines at each site, ensuring that VIP guests receive priority service and attention.
  • Oversee VIP Priority Lists: Maintain and manage VIP priority lists, ensuring that regular VIP guests are recognized and accommodated accordingly.
  • Room Reservations: Potentially manage room reservations as part of the role, providing excellent service and support; prior experience in room reservations is not necessary.
  • Ensure Up-to-Date Information: Responsible for making sure web platforms display up-to-date menus and opening hours, coordinating with the relevant teams to implement changes promptly.
  • Perform System Tests: Conduct regular system tests to check for any bugs or restrictions on the reservation platform, ensuring smooth functionality and user experience.
  • Manage the Reservations Team: Lead and coordinate the reservations team, overseeing their growth, development, and training to ensure a high standard of service.
  • Coordinate and Manage Rotas: Organize and manage team rotas to ensure adequate coverage and efficiency in handling reservations.
  • Monitor Trends and Feedback: Analyse reservation data and guest feedback to identify trends, improve processes, and enhance the overall guest experience.
  • Resolve Guest Issues: Proactively handle any guest concerns related to reservations, ensuring timely resolutions to maintain high customer satisfaction.
  • Assist with 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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