Restaurant Reservations Agent

Description

We are seeking to hire a **Restaurant Reservations Agent**, responsible for managing reservations across the property’s various restaurants, ensuring professional, personalized service aligned with the brand’s service standards. The person in this role will serve as the first point of contact, playing a key role in shaping the pre-arrival guest experience. Their primary objective will be to efficiently manage reservation requests, optimize restaurant occupancy, and deliver excellent service across all communication channels. **What would your responsibilities be?** ***Reservation Management and Customer Service*** * Manage reservations, modifications, cancellations, and special requests via phone, email, and reservation platforms. * Respond to customer inquiries professionally, warmly, and efficiently. * Provide accurate information about restaurants, opening hours, menus, events, and available experiences. * Manage waitlists and optimize reservation allocation based on availability. * Ensure a seamless and personalized experience from the first point of contact. ***Occupancy Optimization and Commercial Support*** * Contribute to maximizing restaurant occupancy through effective reservation management. * Identify upselling and cross-selling opportunities during the reservation process. * Handle group bookings, celebrations, and special occasions in accordance with established procedures. * Follow up on pending reservations and special requests. * Support commercial initiatives related to customer acquisition and retention. ***Operational Coordination*** * Maintain consistent communication with dining room and restaurant management teams. * Accurately update customer and reservation information in designated systems. * Report guest preferences, incidents, or special requirements. * Ensure proper handling of deposits, cancellation policies, and reservation terms where applicable. * Collaborate with other departments to ensure an outstanding guest experience. ***Quality Assurance and Follow-up*** * Keep reservation databases and records up to date. * Guarantee adherence to quality and customer service standards. * Track incidents and contribute to their resolution. * Support the preparation of departmental reports and statistics when required. * Contribute to the continuous improvement of area processes and procedures. **What do we require from you?** ***Education*** * Degree in Tourism, Hospitality, Business Administration, or a related field. * Additional training in customer service or reservation management is desirable. ***Experience*** * Prior experience in reservations, customer service, front desk, or call centers. * Experience in food & beverage, hospitality, or luxury hotels is highly valued. ***Languages*** * Advanced Spanish and English. * Knowledge of additional languages is an asset. ***Key Competencies*** * Customer experience orientation. * Excellent communication skills. * Organization and priority management. * Attention to detail. * Teamwork capability. * Incident resolution and service orientation. ***Technical Knowledge*** * Proficiency in reservation platforms such as SevenRooms, OpenTable, CoverManager, or similar. * Basic knowledge of CRM systems and customer service tools. * Microsoft Office, especially Outlook and Excel. * Experience in high-volume or luxury dining environments is highly valued.