Front of House

Contract: Permanent

Salary: Up to £30,000 Per annum

Reservationist | Up to £30,000 per annum | Kensington

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 busy 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.
• Work with FOH Manager to find ways to deliver a positive member experience /journey (over phone and email) to set the club apart from its competitors.
• Actively assist in promoting our restaurants, events and spaces to support revenue targets in the business.
• Comply with payment/credit policies and procedures.