The Pembroke Club London
Reservations Co-ordinator
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The Pembroke
Steeped in history and situated in the heart of Belgravia, The Pembroke stands apart as a unique club for Londoners. From the spirit of our members to the splendour of our events, we are a home for eclectic and excellent living. A place to eat, drink, dance and meet, The Pembroke opens its doors to those who wish to fill their world with the finest experiences, from cocktails to culture, billiards to business.
The Reception department is the voice and face of The Pembroke ensuring each person entering the building receives a warm welcome.
Role Overview
To further elevate and enhance our operations, we are seeking an accomplished Reservations Coordinator to contribute and deliver on the club’s success, providing exceptional experiences for our members.
Acting as the first point of contact for our members and guests, you will play a key role in delivering an exceptional hospitality experience from the very first interaction.
This position requires a polished and service-driven individual with outstanding communication skills, a proactive approach to service, and the ability to thrive in a fast-paced luxury environment. The successful candidate will manage restaurant reservations, support member communications across multiple channels, and work collaboratively with reception team and the wider operational teams to ensure a seamless guest journey at every touchpoint.
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You will be highly organised, detail-oriented, and confident using reservation and CRM systems, while maintaining an in-depth knowledge of the club’s offerings, events, and member experience standards.
Responsibilities
- Respond to all enquiries regarding bookings in the restaurants at The Pembroke in a timely manner, via email, phone and WhatsApp
- Make reservations for members and keep members’ records up to date
- Communicate with, and be the first point of contact to all members, about all of their bookings and visits to the club
- Handle members’ complaints and escalate where necessary
- Keep all knowledge of the club up to date, including menus, offerings, events and updates
- Work closely with other teams to ensure communication between departments and operations run smoothly
- Prepare reports on bookings and member feedback
- Keep knowledge of all systems up to date with regular training
- Keep member profiles including preferences up to date
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Requirements
- 1-2 years’ experience in luxury customer service role, preferably in the hospitality industry
- Strong communication and customer service skills
- Proficiency in reservations and CRM systems
- Strong attention to detail
- Ability to work in a fast-paced environment
- Previous experience in the following systems beneficial: Sevenrooms (or similar, i.e OpenTable), Peoplevine (or similar, i.e Salesforce), SleekFlow (or similar, i.e Alliants)
What We Offer
- Best-in-class salary
- Family meal on shift
- Industry-leading Learning & Development opportunities
- Pension scheme – including employer contributions.
- Annual staff award ceremony and party
- More benefits to be set up as we open
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