Reservationist

The Roof Gardens; Greater London; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

28 days holiday

Refer a Friend scheme

50% dining discount

Company pension

Well-being support

Job summary

The Roof Gardens, a premier social club in Kensington, is seeking a Reservationist to manage phone and email bookings with courtesy and efficiency. You will communicate with members, maintain accurate reservation data, and promote restaurant spaces to boost revenue while upholding brand standards.

Ideal candidates will have excellent telephone manners, enjoy multitasking, and deliver a positive member experience. The role is based on site at The Roof Gardens in London.

Qualifications

• Experience handling reservations by phone and email.
• Excellent telephone manner and calm under pressure.
• Strong multitasking and customer service skills.
• Ability to upsell and promote events and spaces.

Responsibilities

• Handle all reservation enquiries accurately via email or phone.
• Advise on the best restaurant spaces and exceed member expectations.
• Maintain up-to-date reservations and seating plans.
• Relay member preferences to relevant teams to enhance visits.
• Promote restaurants and events to support revenue targets.
• Process payments and adhere to policies.
• Answer main club line and act as first point of contact.
• Ensure GDPR compliance for member data.

Skills

Reservation system

Tools

Reservation system

Job description

Contract: Permanent
Salary: Up to £30,000 Per annum

THE ROOF GARDENS

The Roof Gardens is a social club in the sky, 100 feet above the streets of Kensington. Close to an acre of private gardens with views across London to the horizon, The Roof Gardens is a new generation members club.

A place of escape, bursting with wildflowers, olive and mulberry trees, grassy lawns and hidden nooks. An Art Deco gem created in 1938, The Roof Gardens has a legendary legacy. The Roof Gardens’ community is united by open-mindedness, optimism and kindness, not defined by background.

We are looking for a Reservationist to join our team at The Roof Gardens. In this role you will assist with all phone and email restaurant bookings and enquiries in a helpful, and courteous manner. You will be confident in communicating with members, remaining calm under pressure and with a great ability to multitask. Whether over email or on the phone you will consistently provide a positive experience for our members, always acting as an ambassador for the brand. An excellent telephone manner is a must.

Your main responsibilities will include:

Reservations and Service

• Handle all reservation enquiries or requests, (including making cancellations, changes and amendments) by email or telephone, promptly, professionally and with care, in line with The Roof Gardens standards and reservation procedure.
• Committed to serve the member by understanding their needs and recommending the appropriate restaurant/space that best meets their need, and exceed their expectations while building a continuing relationship and loyalty to The Roof Gardens.
• Oversee alterations to table plans, schedules, sheets, timings on our system back of house once signed-off by F&B Director.
• Provide members with correct and accurate information or assistance to meet their needs.
• Always have up to date knowledge of the different restaurants, menus, facilities and operating hours of (The Roof Gardens) to assist member enquiries.
• Communicate member requests and preferences to the appropriate restaurant/department to enhance future visits and ensure great member recognition
• Work with F&B Management to maximise covers in each restaurant liaising with relevant F&B Managers where required.
• Answer the main club line and be the first point of contact for callers to the club.
• Transfer calls internally, take messages, and pass on to the relevant department/ person.
• Ensure that the reservation system is up to date maintained by inputting accurate and timely data, and record any member preferences.
• Handle feedback and complaints promptly and professionally, demonstrating genuine care and concern. Escalate where necessary alien with The Roof Gardens rules.
• Actively assist in promoting our restaurants, events and spaces to support revenue targets in the business.
• Comply with payment/creditpolicies and procedures.

Compliance

• Ensure the Front of House/public areas are kept clean and tidy at all times and report any defaults to the relevant departments.
• Ensure compliance to GDPR when dealing with members personal data
• Ensure you adhere to all company practices and procedures in particular health and safety.
• Ensure full adherence and compliance to the premises licence operating requirements as directed by management.

• Competitive salary above market rate
• 28 days holiday,plus an extra ‘celebrate you day’ & a paid voluteering day (increasing up to 33 days with each year of continuous service)
• 50% discount when dining in our restaurants
• Recognition vouchers awarded when your efforts are acknowledged by members
• Generous 'Refer a Friend' scheme up to £1,000
• Team socials to celebrate our successes
• Uniform and dry cleaning provided
• Access to Wagestream for financial well-being support
• 24/7 confidential well-being and mental health support via our Employee Assistance ProgramGrowth opportunities, both personally and professionally
• Breakout spaces with showers, secure storage, and areas to relax with colleagues
• Company pension scheme
• Access to Hospitality Action benefits hub including eye Test vouchers

We are a community united by attitude, curiosity and optimism, not defined by background. We celebrate individuality and free expression. It doesn't matter where you have come from, it's where you are going. The Roof Gardens is a welcoming place of acceptance where growth is nurtured, experiences are shared, stories are exchanged and ideas are born.