The Reservation Agent is responsible for handling all incoming reservation requests efficiently and professionally while ensuring a smooth and pleasant booking experience for guests. The role includes managing restaurant bookings, optimizing table allocation, updating reservation systems, and supporting the team in maintaining a high standard of guest service from the first contact until arrival.
Key Responsibilities:
- Handle all phone, email, and online reservation inquiries promptly and courteously.
- Maintain accurate records of reservations and guest details in the reservation system.
- Coordinate with the restaurant team to manage table allocation and special requests.
- Confirm and reconfirm bookings, ensuring all guest details (allergies, preferences, celebrations) are correctly logged.
- Maintain clear communication with the host/hostess and management team regarding guest flow and booking status.
- Update and monitor the reservation system (e.g., SevenRooms, OpenTable, ResDiary) to maximize seating capacity.
- Assist with VIP bookings and liaise with marketing or guest relations for special events.
- Handle cancellations, no-shows, and waiting lists in line with company policy.
- Respond professionally to guest feedback, complaints, or special inquiries.
- Maintain a professional and friendly tone in all guest interactions, representing the restaurant's brand and standards.
Requirements:
- Previous experience as a reservation agent, receptionist, or customer service representative (preferably in hospitality or restaurants).
- Strong communication skills (verbal and written) in English; additional languages are a plus.
- Excellent phone etiquette and attention to detail.
- Familiarity with reservation management systems (e.g., SevenRooms, OpenTable).
- Ability to multitask and work efficiently under pressure.
- Strong organizational and time-management skills.
- Positive attitude, team player, and passion for guest service.
