Head of Reservations Manager

3 weeks ago

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

Job Title: Head of Reservations

Job Summary:

We’re seeking an experienced Head of Reservations to oversee daily reservations across our London and Cotswolds venues at Public House Head Office. As a key member of our hospitality team, you will be responsible for managing all aspects of reservations, from initial inquiries to final service.

Key Responsibilities:

  • Reservation Handling: Effectively manage reservation requests, ensuring timely responses and accurate bookings.
  • Guest Communication: Communicate with guests to confirm reservations, provide dining details, and address any inquiries or special requests.
  • Team Coordination: Liaise with restaurant managers and teams to ensure seating arrangements and guest needs are accommodated for small and large groups.
  • System Maintenance: Maintain the accuracy and efficiency of the reservation management software, updating information as needed to reflect real-time availability.
  • Group Reservations: Oversee group bookings, confirming details, special requests, and coordinating with staff to ensure seamless execution on the day of the reservation.
  • Occupancy Maximisation: Identify and fill gaps in the booking schedule to maximise occupancy and ensure optimal guest experiences.
  • VIP Management: Oversee and manage VIP lines at each site, providing priority service and attention to VIP guests.
  • VIP Recognition: Maintain and manage VIP priority lists, recognising regular VIP guests and accommodating their needs accordingly.
  • Room Reservations: Manage room reservations as part of the role, providing excellent service and support.
  • Information Management: Ensure web platforms display up-to-date menus and opening hours, coordinating with relevant teams to implement changes promptly.
  • System Testing: Conduct regular system tests to check for bugs or restrictions on the reservation platform, ensuring smooth functionality and user experience.
  • Team Leadership: Lead and coordinate the reservations team, overseeing their growth, development, and training to maintain high service standards.
  • Rota Management: Organise and manage team rotas to ensure adequate coverage and efficiency in handling reservations.
  • Trend Analysis: Analyse reservation data and guest feedback to identify trends, improve processes, and enhance the overall guest experience.
  • Guest Issue Resolution: Proactively handle any guest concerns related to reservations, ensuring timely resolutions to maintain high customer satisfaction.
  • Special Requests: Facilitate special arrangements for celebrations, dietary restrictions, and other unique guest needs, providing 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 of 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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