Restaurant Reservation Agent

The role involves managing reservations, optimizing table allocations, and providing accurate information about the restaurant's offerings. The Reservation Agent plays a crucial role in delivering a seamless dining experience by coordinating guest preferences and supporting operational efficiency.

Key Responsibilities

1. Guest Reservation Management:

   • Answer incoming calls, emails, and online inquiries promptly and professionally.
   • Book, modify, and cancel reservations using the restaurant’s reservation system.
   • Confirm reservations and communicate policies, special offers, or promotions.

2. Table Allocation:

   • Manage the seating plan to optimize table utilization and turnover.
   • Ensure guest preferences (e.g., seating location, special occasions) are accommodated whenever possible.
   • Coordinate with the host/hostess team to handle walk-ins and unexpected changes.

3. Guest Interaction & Support:

   • Provide detailed information about the restaurant, menu items, dietary accommodations, and special events.
   • Assist guests with inquiries about group bookings, private dining, and event reservations.
   • Handle guest complaints or concerns diplomatically and escalate unresolved issues to the manager.

4. System and Reporting:

   • Maintain up-to-date records of all reservations in the system.
   • Generate daily reports on reservation status, no-shows, and cancellations.
   • Communicate reservation updates and guest notes to the front-of-house team.

5. Collaboration & Coordination:

   • Work closely with the restaurant’s operations team to ensure a smooth guest experience.
   • Participate in pre-shift meetings to align on daily expectations and VIP reservations.

Essential:

• Strong verbal and written communication skills.
• Proficient in using reservation systems (e.g., OpenTable, Resy, or similar).
• Ability to multitask and work in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Excellent problem-solving and customer service abilities.

Preferred:

• Prior experience in a restaurant, hospitality, or customer service role.
• Knowledge of the restaurant industry, including seating arrangements and menu offerings.
• Familiarity with basic computer applications (e.g., MS Office Suite).