Head Host (Full time) OTE 18 pounds plus per hour

London Bridge Rooftop; London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A popular rooftop bar in London seeks a Head Host to oversee customer service and reservations. The ideal candidate has experience in a fast-paced hospitality environment, excels in communication, and is proficient in the Collins booking system. This full-time role offers a salary of £13.50 ph plus service charge, with opportunities for promotion and a friendly work atmosphere.

Benefits

Salary of £13.50 ph + service charge

Opportunities for promotion

Staff food and drink

Up to 28 days of holiday

Fun and friendly working environment

Qualifications

• Previous experience as a head host or similar role.
• Familiarity with booking and reservation systems.
• Ability to work under pressure in a fast-paced environment.

Responsibilities

• Oversee inquiries and reservations ensuring excellent customer service.
• Respond to customer inquiries and manage online booking platforms.
• Lead the customer service team and foster a positive work environment.

Skills

Customer service skills

Communication skills

Organizational skills

Problem-solving skills

Team leadership

Tools

Collins booking system

Design My Night

Opentable

Job description

Overview

Who are we?
London Bridge Rooftop is a 240-capacity outdoor bar across from the Shard with top-notch views of London, cocktails, pints and amazing food. We love our customers and like to make them feel at home. We are looking for an outgoing, confident and lively Head Host to join our fun and friendly family. Salary is £13.50 ph + service charge, with potential bonuses for maximising bookings and seatings.

The Role

As the Head Host, you will be at the forefront of our customer service team, overseeing inquiries and reservations. Your role is pivotal in ensuring a seamless booking process and delivering exceptional service to our guests. You will handle external inquiries via calls and emails, manage reservations, and ensure top-notch guest satisfaction from the outset. We are seeking a candidate with strong English proficiency (written and verbal), outstanding customer service and sales abilities, and a track record of effectively training and motivating teams to maintain high standards. Prior experience in a fast-paced hospitality reservations setting and expert familiarity with the Collins system are vital. A vibrant personality and exceptional communication skills are also necessary. This position suits individuals who are passionate about enhancing the guest experience and have insights into operational strategies that can optimise the reservation process.

Main Responsibilities

• Customer Service: Address customer concerns and resolve issues effectively; maintain a positive and professional attitude in all interactions; liaise with security and hosts to ensure customers are in the venue as quickly as possible.
• Customer Inquiries Management: Promptly and professionally respond to emails, social inquiries and other inquiries; provide detailed information about packages, private hire and group bookings availability; assist customers in selecting suitable options for their enquiries.
• Online Platform Management: Maintain and update online platforms like Collins, Design My Night, The Fork and Opentable with accurate information; Collins experience is a must; monitor and respond to inquiries received through these platforms.
• Booking Process: Guide customers through the booking process via email or online, ensuring a smooth experience; coordinate with the bookings team to confirm bookings and availability; maximise group, Christmas, birthday, corporate and private hires.
• Team Leadership: Foster a positive and collaborative work environment.
• Bookings and Reservations: Implement strategies to exceed customer expectations and increase bookings and footfall; ensure excellent communication via email, phone and in person; ability to lead as part of a team and maintain a welcoming, friendly demeanour even on hectic days.

Requirements

• Previous work experience as a head host/hostess; understanding of booking and reservation systems; knowledge of Collins booking system is a must; experience in managing reservations and bookings.
• Excellent communication skills (via email, phone and in person); strong organisational skills with the ability to monitor the entire venue; ability to work under pressure in a fast-paced environment; demonstrates strong customer-service skills; ability to think on your feet, adapt and quickly solve problems as they arise; availability to work in shifts as needed; ability to work with a welcoming, friendly demeanour on a hectic day.

What we are offering

• Salary of £13.50 ph + service charge
• Opportunities for promotion
• Job Types: Full-time (Fixed-term contract)
• Staff food and drink
• Up to 28 days of holiday
• Fun and friendly working environment