Reservation Coordinator

Individual Restaurants,; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading restaurant group is looking for a Customer Service Support role to assist with inquiries and events administration in Manchester. The ideal candidate will excel in customer interactions, manage group bookings, and provide exceptional service. This position offers competitive pay, career development opportunities, and various employee benefits.

Benefits

50% off food and drink

Access to earned wages

Apprenticeship development opportunities

Competitive pay

In-house training Academy

3% employer pension contribution

15% off at Iceland Foods

Enhanced Maternity & Paternity packages

Wellbeing support

High street retail discounts

Qualifications

• Exceptional customer service skills required.
• Experience in handling inquiries and reservations.
• Familiarity with booking systems is preferred.

Responsibilities

• Answer queries via telephone and email in a friendly manner.
• Process and manage group bookings and events.
• Upsell relevant packages to guests.

Skills

Customer service

Communication skills

Booking system competency

Job description

Overview

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.

Individual Restaurants are one of the UK's leading privately owned restaurant groups with upmarket Italian and Grill restaurants in central London, major UK cities, affluent towns and their suburbs. Our collection includes Piccolino, Riva Blu, and our iconic Bar & Grills. We are proud to offer our guests world-class food with a world-class experience by giving our team the tools to develop a world-class mindset.

Benefits/Rewards

• 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.