Assistant Reservations Leader

About House Made Hospitality
House Made Hospitality is a Sydney-based and globally-inspired hospitality group, with people, quality and care at heart. We are a collective of hospitality professionals who believe that food, drink and the experiences that accompany them, are a conduit to human connection.

Since opening Hinchcliff House in early 2021, we have grown to operate 10 distinctive venues and have multiple new sites under development, reflecting our commitment to contributing to exceptional eating and drinking experiences in Sydney and Australia.

We value....
Is there for others - humility, no ego, service focused, is a team player, supportive, loyal
Takes personal responsibility - accountability, self aware, committed, diligent, has ownership, high standards
Is a good person - honesty, integrous, respectful, caring, kind, sincere, generous
Drives to improve - strong work ethic, driven, has hustle, growth-minded, pushes development, determined, passionate, proactive
Brings positive energy - enthusiasm, fun, positive, possesses zest

About the Role
As an Assistant Guest Services (Reservations) Leader, you will play a pivotal role in ensuring the seamless commencement of the guest experience by leading our Guest Services team in the absence of the Head of Guest Services. 

You will be the first point of contact for guests, responsible for providing exceptional planning and booking services to enhance their experience from the outset.
 

Responsibilities:
 

• Lead the Guest Services team in the absence of the Head of Guest Services, ensuring smooth operation and exceptional service delivery.
• Provide personalised planning and booking services to guests, including answering inquiries, making suggestions, and booking restaurant reservations via online booking portal. 
• Demonstrate excellent communication and customer service skills, ensuring guests feel valued and their needs are met.
• Utilise upselling techniques to enhance guest experiences and increase revenue.
• Processing payments and sending confirmation details to guests
• Keeping the reservation system maintained to maximise bookings 
• Checking the availability of restaurants for the guests desired date and cross promoting the various venues to facilitate guest experience. 
• Maintain comprehensive knowledge of venues, offerings, table configurations, settings, and timings to provide accurate and relevant information to guests.
• Collaborate with other departments to ensure guest satisfaction and resolve any issues that may arise.
• Assist in training and mentoring team members to uphold high service standards.
• Handle administrative tasks efficiently and accurately, including maintaining reservation records and guest information.

Requirements:

• Previous experience in guest services / reservations / hospitality preferred.
• Ability to lead and influence a team effectively.
• Excellent written and verbal communication and interpersonal skills.
• Proven ability to work autonomously with minimal supervision but also works well within a team setting.
• Demonstrated customer service experience with a focus on exceeding expectations.
• Knowledge of reservation systems and basic computer skills.
• Ability to multitask and prioritise in a fast-paced environment.
• High level of attention to detail.

The best part about working for House Made Hospitality

• Generous group discounts
• Great collaborative team office space
• Strong professional development & career progression
• Working with and learning from some of the industry’s best of the best.
• A positive and caring culture.
• Ongoing support to achieve your educational and professional goals.

Interested?

Sound like you? Then click “Apply” and submit your current CV and cover letter and someone will get back to you shortly, to arrange an interview at your earliest convenience.