Senior Reservationist Front of House Contract: Permanent
Salary: Up to 32,700
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 Senior Reservationist to join our Reservations team at The Roof Garden. Your role will be busy; working with the wider reception team, 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.
Key Responsibilities
- 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 exceptional service for member by understanding their needs and recommending, and exceed expectations.
- 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.
- 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 and transfer calls to relevant departments.
- Ensure that the reservation system is up to date maintained by inputting accurate and timely data, and record any member preferences.
- Actively assist in promoting our restaurants, events and spaces to support revenue targets in the business.
- Ensure compliance to GDPR when dealing with members personal data whilst adhering to company practices.
About You
- Demonstrable experience in similar Senior Reservations role in a luxury restaurant, hotel or private members club is preferred
- An engaging personality and the ability to remain calm at all times whilst posessing excellent phone manner
- Knowledge of booking systems is desirable
- Great organisational skills with an eye for detail, with a methodical approach to maintaining member databases
- Discretion, confidentiality, and a true passion for hospitality and customer service
- You will possess a friendly, characterful demeanour and take genuine pleasure in supporting your colleagues
- A desire to work flexible hours including evenings, weekends, and holidays as required
Our Benefits
- Competitive salary above market rate - We are proud to be a London Living Wage Employer
- Late night taxi allowance
- Meals on duty
- 28 days holiday, plus an extra ‘celebrate you day’ & a paid voluteering day (increasing up to 33 days with each year of continuous service)
- 50% discount when dining in our restaurants
- Recognition vouchers awarded when your efforts are acknowledged by members
- Generous 'Refer a Friend' scheme up to £1,000
- Team socials to celebrate our successes
- Uniform and dry cleaning provided
- Access to Wagestream for financial well-being support
- 24/7 confidential well-being and mental health support via our Employee Assistance Program
- Growth opportunities, both personally and professionally
- Breakout spaces with showers, secure storage, and areas to relax with colleagues
- Company pension scheme
- Access to Hospitality Action benefits hub including eye Test vouchers
If you’d like to join us on the next chapter of The Roof Gardens, we’d love to hear from you.