Reservation Coordinator

Individual Restaurants,; Birmingham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A hospitality group in Birmingham is seeking a Reservations Co-ordinator to manage guest bookings and inquiries. Key responsibilities include providing exceptional customer service, handling group bookings, and upselling relevant packages. The ideal candidate will have a strong background in customer service and proficiency with booking systems. Competitive pay and benefits are offered including discounts and professional development opportunities.

Benefits

50% off food and drink

Financial well-being tools

Opportunity for qualifications

Competitive pay rates

In-house training Academy

3% employer pension contribution

15% off at Iceland Foods

Enhanced Maternity & Paternity packages

Wellbeing and Financial support

Retail discounts

Qualifications

• Experience in customer service roles, especially in hospitality.
• Ability to handle inquiries efficiently and accurately.
• Comfortable with using booking systems.

Responsibilities

• Manage all queries via phone and email in a friendly manner.
• Upsell packages during the booking process.
• Ensure accurate booking information is communicated.

Skills

Exceptional customer service

Effective communication

Booking systems proficiency

Upselling techniques

Job description

Overview

The Reservations Co-ordinator will be based at across our three Birmingham venues working closely with the regional Sales Manager. The role will support all of our brands & restaurants and provide exceptional customer service to our guests and support to our operations teams on sites. The role will primarily deal with reactive enquiries, and administration regarding group bookings and events, with some upselling.

Responsibilities

• Answer all queries via telephone, email and the reservations system in a timely, helpful and friendly manner.
• Provide exceptional customer service to anyone contacting IRC for any reason.
• Follow all enquiries and reservations through to completion.
• Successfully convert all reactive enquiries.
• Upsell relevant, appropriate packages and menus to the guest during the booking process.
• Be an effective link between the guest and the site.
• Know all site layouts, products and capabilities well.
• Bookings and Events Administration: Collect all prepayments and menu pre-orders within the required timescale and in line with the company processes.
• Ensure the sites are clear on all booking requirements, expectations and any special requests.
• All booking information to be accurate and updated on each reservation and transferred across systems as necessary.
• Uphold all company bookings policies.
• Label and annotate all bookings and events with the required information.
• Support the Sales and Events team with any required communications and administration.
• Prepare name cards and table planning as needed.

Systems and Reporting

• Be completely competent and comfortable with the booking system and able to use it to its full capability.
• Highlight any issues that may arise with booking processes and guest journey as soon as possible.
• Provide weekly feedback summaries from the guests.

Data

• Provide the Sales Managers with introductions to any key bookers you deal with to enable them to meet with them and build local relationships.

People

• Build great relationships with the venue team and across the wider business.
• Liaise with other departments at all times.

Benefits

• 50% off your total food and drink bill at any of our restaurants, any time.
• Access to up to 40% of your earnt wages, savings and financial well-being tools through our partners at Wagestream.
• Opportunity to develop and achieve industry-recognised qualifications through our apprenticeship programme.
• Competitive rates of pay - we pay the best to get the best.
• Career paths, progression, and training through our in-house training Academy.
• 3% employer pension contribution.
• 15% off at Iceland Foods.
• Enhanced Maternity & Paternity packages.
• Retail Trust (EAP) Wellbeing and Financial support.
• Reward Gateway discounts for high street retailers.