Reservationist

Reports to: GM

The Reservationist is responsible for managing all guest reservations and inquiries, ensuring a seamless dining experience for all guests. This role includes handling booking requests, optimizing seating arrangements, and maintaining strong guest relations. The Reservationist will work closely with both dining room and kitchen teams to ensure efficient operations and maximize guest satisfaction.

CANDIDATE REQUIREMENTS

• Experience with restaurant reservation systems is a plus.
• Strong communication and interpersonal skills.
• Excellent organizational skills and attention to detail.
• Ability to work in a fast-paced environment while maintaining composure.
• Strong organizational skills and attention to detail.
• Must be comfortable with repetitive motions (such as walking, bending & standing).
• Must be knowledgeable of Industry critics & awards.
• Must have full schedule availability.
• Must be able to take constructive criticisms and work well in a team dynamic.

JOB RESPONSIBILITIES

• Respond to all restaurant inquiries received via phone calls, emails, and online reservation requests promptly and professionally.
• Provide excellent customer service, addressing guest inquiries and concerns with professionalism and courtesy.
• Inform guests of any changes to their reservations, hours of operation and/or restaurant policies.
• Handle all guest situations with care and critical thinking to deliver exceptional service consistently and anticipate guests’ needs.
• Resolve guest concerns regarding but not limited to, cancellations, check queries or discrepancies, overcharges, etc.
• Efficiently handle incoming leads for potential clients of KHG Restaurants and loop in the appropriate events team staff.
• Learn to understand all systems and procedures such as RESY so you are able to make reservations, organize and manage floor plans, etc.
• Utilize the Loyalist system to help familiarize yourself with top guests, and VIPs.
• Maintain a high level of sensitivity and confidentiality regarding personal and/or medical information from guests that is shared.
• Ensure all details on a reservation request are confirmed with guests and communicated properly in Resy in a timely manner for Service including but not limited to celebrations, allergies, preferences, etc.
• Liaise with the Management and Kitchen Team to ensure all departments are informed accordingly of upcoming Guest needs.
• Know about and defend the Kent Hospitality Group Brand.
• Have knowledge of ‘who’s who’ at Kent Hospitality Group.
• Be Knowledgeable and know how to explain the Crown Shy, SAGA, Overstory, and Time and Tide Concept/Location.

SERVICE RESPONSIBILITIES

• Be warm, knowledgeable, and noticeably appreciative.
• Specialize guests to learn what they are looking for vs just copying and pasting information.
• Efficiently and politely manage all phone, email, internet, and “in-person” inquiries.
• Ensure all reservations are recorded/tagged accurately and promptly into the system.
• Act professional and accommodating and always maintain composure.
• Identify and report problems to management immediately.
• Maintain knowledge of F&B menus to assist with customer inquiries.
• Implement and follow the steps of service.