Reservationist

Job Summary:

Reservationists are dynamic hospitality professionals responsible for answering all Gracious Hospitality Management (“GHM”) phone and email inquiries, booking customer reservations, and maintaining the flow of the book. Reservationists warmly receive every inquiry, whether from customers, employees, vendors, or other third parties. 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:

• Communicates to the Lead Reservationist and Reservations Manager where there are overbookings or anomalies on the reservations grid.
• Completes all assigned side work related to opening and closing the reservations desk, phone lines, and email lines at Gracious Hospitality Management.
• Maintains a clean and orderly work station, and a clean office environment. 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.
• Coordinates bespoke, tailored service experiences for clients and plans “COTE-Tailoring Program” moments at the direction of the Lead Reservationist and Reservations Manager.
• 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.

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.
• Ability to operate phones.
• 1+ years similar experience preferred.