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Reservations Team Lead
2 months ago
Caprice Holdings is a renowned hospitality group, operating some of London's most prestigious restaurants, including Sexy Fish, Scott's, Bacchanalia, and J Sheekey. We pride ourselves on delivering exceptional dining experiences and unparalleled service.
Role OverviewWe are seeking a highly organized and customer-focused Reservations Supervisor to lead our reservations team. The successful candidate will be responsible for ensuring smooth and efficient operations of the reservations department across multiple venues, while maintaining our high standards of service.
Key Responsibilities- Oversee the day-to-day operations of the reservations team, ensuring all bookings are handled efficiently and professionally.
- Manage and optimize the reservations system, ensuring accurate data entry, seamless guest experiences, and maximized table occupancy across all venues.
- Provide training, support, and guidance to the reservations team, ensuring high levels of customer service and effective communication.
- Act as the main point of contact for VIP bookings, special requests, and high-profile guests, delivering a bespoke and personalized service.
- Coordinate with restaurant managers and other departments to ensure accurate reservation information and smooth service operations.
- Monitor and report on booking trends, customer feedback, and operational challenges to improve the reservations process and guest experience.
- Handle customer enquiries, complaints, and last-minute changes with professionalism and diplomacy.
- Assist in creating strategies to optimize bookings and revenue, including managing waiting lists, no-shows, and overbooking procedures.
- Previous experience in a supervisory role within reservations, preferably in a luxury or high-volume hospitality environment.
- Strong organizational and multitasking skills, with the ability to manage a team and work in a fast-paced setting.
- Excellent communication and interpersonal skills, with a strong focus on delivering exceptional customer service.
- Experience working with reservation systems (e.g., OpenTable, Seven Rooms) and proficient in Microsoft Office applications.
- A proactive approach to problem-solving and a keen eye for detail.
- Ability to remain calm under pressure and handle high-pressure situations with professionalism.
- A passion for hospitality and an understanding of the importance of delivering a personalized guest experience.
- Competitive salary and benefits package.
- Opportunities for career progression within the company.
- The chance to work with some of London's most prestigious restaurant brands.
- A dynamic and supportive working environment.
