Reservations & Guest Experience Specialist

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

Benefits offered by this job

Late night taxi allowance

Meals on duty

28 days holiday, plus Celebrate YouDay

33 days holiday after years of service

50% dining discount

Refer a Friend up to £1,000

Pension scheme

Employee assistance program

Well-being support

Hospitality Action benefits hub access

Job summary

The Roof Gardens is seeking a Reservationist to join its busy front-of-house team in Kensington. You will handle phone and email bookings, answer inquiries, and ensure a courteous, high-quality member experience.

Strong multitasking, excellent telephone manner, and proactive communication are essential as you guide members to the right dining spaces and services. You will maintain reservations, support the F&B team to optimise covers, and promote restaurant events while upholding The Roof

Qualifications

• Excellent telephone manner is a must.
• Great ability to multitask in a busy environment.
• Confident in communicating with members and colleagues.
• Willingness to promote restaurant and events to boost revenue

Responsibilities

• Handle all reservation enquiries or requests by email or telephone promptly and professionally.
• Recommend appropriate restaurant/space to meet member needs and build loyalty.
• Maintain accurate and up-to-date reservation data in the system.
• Provide members with accurate information and assistance; escalate issues when needed.
• Work with FOH Manager to maximise covers and ensure positive member experiences.
• Answer the main club line and transfer calls to the appropriate department.
• Assist with promoting restaurants, events and spaces to support revenue targets.
• Comply with payment/credit policies and procedures.
• Handle feedback and complaints promptly and professionally

Skills

Customer service

Communication

Multitasking

Telephone etiquette

Job description

The Roof Gardens is seeking a Reservationist to join its busy front-of-house team in Kensington. You will handle phone and email bookings, answer inquiries, and ensure a courteous, high-quality member experience.

Strong multitasking, excellent telephone manner, and proactive communication are essential as you guide members to the right dining spaces and services. You will maintain reservations, support the F&B team to optimise covers, and promote restaurant events while upholding The Roof