Reservationist/Expeditor Job Description

n/naka is a two Michelin-starred California kaiseki restaurant led by Chefs Niki Nakayama and Carole Iida. Our highly personal interpretation of kaiseki is devoted to honoring seasonality and providing an intimate, heartfelt guest experience. Our team is driven by “omotenashi”, the Japanese philosophy of wholeheartedly caring for our guests. 

We are looking for a dedicated Expeditor/Reservationist to join our team. The ideal candidate will have at least 1 year of fine dining experience in a similar role and has impeccable time management and organizational skills.

The Expeditor/Reservationist is an important part of the team, acting as a logistical liaison between FOH and BOH. The Expeditor/Reservationist manages the flow of service and ensures that all plates leave the kitchen according to the Chef’s standards and get delivered to the correct guests in a timely manner. The Expeditor/Reservationist is also responsible for managing all communications with regards to reservations, including accurately confirming dietary restrictions, following up with any guests reservation inquiries and issues. Additional duties may include running or clearing plates as needed in the dining room, setting up plates, glassware, utensils for efficient operation of service, and deep cleaning and organization as directed by management. This is full-time hourly position that shares in the FOH tip pool.

Duties and responsibilities:

The Expeditor/Reservationist position plays two critical roles. The job responsibilities include, but are not limited to:

EXPEDITOR:

• Update daily expo sheets and expo whiteboard with all pertinent information from kitchen, guest dietary restrictions, special occasions, beverage preferences, etc
• Manage the flow of service by communicating effectively with FOH team and BOH team to ensure optimal timing of guest experience
• Develop and maintain a strong working knowledge of the entire menu to assess and prepare for dietary restrictions prior to service, and ensure all affected courses are delivered safely and in a timely manner to guests.
• Act as the liaison between the culinary and FOH team to effectively communicate all information during service, including dietary restrictions, Persons of Note (PON), any special guest requests, and to ensure an ample supply of clean plate wipes, plateware, serviceware, garnishes
• Ensure that all plates leaving the kitchen meet presentation and quality standards
• Performs other duties as assigned by supervisor/manager

RESERVATIONIST:

• Manage all guest reservations process,, including communicating with guests to ensure all details about dietary restrictions, special occasions, or special requests are fully confirmed in a timely manner
• Follow up with all guest voicemails and emails pertaining to reservations in a timely manner
• Upholding our high standards of warm, gracious hospitality in all communication with guests
• Check the reservations platform, emails, voicemails consistently every day and keeping detailed notes of all steps taken to confirm reservation details 
• Work closely with Service Manager to ensure reservations are released according schedule and any cancellations or rescheduling of reservations follows our company policies
• Work closely with Service Manager to ensure optimum table arrangements and releases of reservations for maximum business profitability

Requirements

• Demonstrate an unparalleled commitment to your work and have a strong sense of responsibility to the team
• Possess a keen eye for detail
• Possess excellent communication and interpersonal skills, with high degree of verbal and written English acumen to handle difficult guest situations with grace and professionalism
• Self motivated and able to work independently and as a team member in a high pressure environment
• Ability to think clearly, act quickly, and maintain focus during high pressure situations 
• Highly proficient in Google Sheets/Docs/Drive, MS Excel/Word, Tock Reservations Platform, Email

 Hours and Working Conditions:

• Must be available to work service Wednesday to Saturday on site, and work off site on administrative duties as needed on non-service days to manage reservations
• Must be able to work occasional holidays, consistent late nights, and occasional special events and buyouts 

Physical Demands

• The physical demands for this position are seeing, hearing, speaking, reaching, frequently lifting up to 25 pounds, occasionally lifting up to 50 pounds, sitting, standing, for 4 to 12 hours, bending, and moving intermittently during working hours. These physical requirements may be accomplished with or without reasonable accommodations.

The duties of this position may change from time to time. n/naka reserves the right to add or remove duties and responsibilities at the discretion of Ownership or its managers. This job description is intended to describe the general level of work being performed. It is not intended to be all-inclusive.

n/naka is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, creed, religion, gender (including gender identity or expression), pregnancy, childbirth or related medical conditions, sexual orientation, marital status, domestic violence, sexual violence or stalking victim status, ancestry, national origin, alienage or citizenship, age, disability, military or veteran status, genetic information or predisposing genetic characteristic, or other protected status.