At a Glance
- Tasks: Welcome guests, manage reservations, and ensure smooth service in a vibrant restaurant environment.
- Company: Join a renowned restaurant known for its exceptional service and warm atmosphere.
- Benefits: Flexible hours, competitive pay, and the chance to work in a dynamic team.
- Other info: Perfect for students looking for part-time work with flexible shifts.
- Why this job: Be the first point of contact for guests and create memorable dining experiences.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 22000 - 26000 £ per year.
Reservations Management will either rota you on as a Reservations Agent or Restaurant Host. When the Restaurant is open, there is always a minimum requirement for at least one Reservations Agent and one Restaurant Host. When you are scheduled to be a Reservations Agent, it is your responsibility to ensure all telephone calls to the restaurant phone line are answered – specifically between the hours of 9.30am – 5.30pm. You look after reservations, booking scheduling/maximising, and all restaurant and garden afternoon tea customer liaison (email/phone/in person). When you are scheduled to be a Restaurant Host, it is your responsibility to welcome, greet and sit all guests arriving for service, and support the Reservations Agent taking customer telephone enquiries. It is the responsibility of the Reservations Agent and Restaurant Host to cover each other’s breaks, including lunch so at no point is the phone system left unattended.
Principal Accountabilities
- RESERVATIONS AGENT DAILY/GENERAL
Daily briefing with fellow receptionist, hostess and restaurant manager on shift for allocation of jobs, notification of reservations the day ahead, agreement to manage breaks and any other handovers from day before. Check res.richmond@petershamnurseries.com mailbox for emails. Ensure system in place for sharing the answering of emails with other team members to avoid duplication, plus emails filed away once dealt with.
- RESERVATIONS
Check bookings week ahead and check the cover flow/reservations staggered correctly (in case there are too many tables booked at any one time). Reservations are maximised in communication with kitchen, restaurant, and afternoon tea management. Guests are profiled and flagged appropriately daily/as required. Guest information is entered accurately and correct. Floor plans are as required. Oversee cancellations and credit card charging. System set up including automated emails, users set up etc, troubleshooting issues. Dialogue communicated to customers is correct and accurate. Ensure scheduling of private events entered accurately. Continuous review reservations diary for three months ahead. Daily meeting (take a copy of daily reports and flag any VIP's/Regulars) 11.30 Attend weekly F&B Ops meeting and share comms/report on calls and covers, including monthly report. Where scheduled attend Reception catch up meeting to communicate feedback or training points to reception team; Host Reservation Training sessions for fellow receptionists ensuring they have the most up-to-date information and trained fully in taking reservations to spec. Produce and maintain reservations SOP, email templates, phone etiquette SOP, FAQ in conversation with Reception Manager. Look at daily service report and action any issues/communicate any feedback. Contribute to the daily service report. Assist Restaurant Manager with complaint handling – ensuring customers are responded to within 24 and 48 hours. Circulate weekly covers via email. Liaising with the kitchen and restaurant managers to ensure they have the most up-to-date daily information about bookings, important relevant information. In support of the Reservations Manager, you are also responsible to confirm large parties reservations in the week ahead, liaising with the utmost professionalism with customers, communicating with the kitchen regarding menus, numbers, expectations.
- HOST
The hostess is the first employee to interact with arriving guests as they enter the restaurant. It is the job of the hostess to greet arriving guests, welcome them into the establishment, make a great impression and seat them. Your responsibilities will include, but not be limited to: Ensure host station/desk clean and organised at all times. Check with Reservations/Restaurant Manager or Reservations Agent to ensure you have the most up-to-date booking sheet and information for the day. Have full knowledge of the booking system so to assist customer with their reservations. Responsible for guest profiling in restaurant and inputting info/applying correct flags in Open Table. Greets customers, escort to their table, pull seat out for the ladies, take coats and present menus. Make sure the section waiter is aware their table has been seated. Keep in constant contact with the servers and the kitchen to ensure smooth service. Thank and say goodbye to all guests. Cover Reservations Agent lunch break and assist answering phones when more than one-line ringing.
PERSON SPEC:
- Excellent organisational and time management skills.
- Excellent IT skills, including knowledge of a range of software packages.
- The capacity to prioritise tasks and work under pressure.
- Ability to liaise well with others and delegate tasks.
- Strong oral and written communication skills.
- Ability to work on your own initiative.
- Attention to detail.
- Flexibility and adaptability to changing workloads.
- Problem-solving skills and project management ability.
Other
Flexible working includes regular weekend, bank holiday and occasional evening working. Proactively seek out a full working knowledge of phone system, Outlook, SharePoint, booking system.
Key Performance Indicators
- Lead by example offering excellent customer service.
- Familiarise yourself with regular diners and VIP guests.
- Reservation management and staggering.
- Answering all calls and emails as efficiently as possible.
Competencies
- Planning & Organising
- Resilience & Composure
- Integrity & Trust
- Working with Others
- Leading & Managing
Host in Richmond employer: Petersham Nurseries - Richmond
Join our vibrant team as a Host at Petersham Nurseries, where we pride ourselves on creating a warm and welcoming atmosphere for both guests and employees. With a strong focus on employee development, we offer comprehensive training and growth opportunities in a unique setting that blends fine dining with the beauty of nature. Enjoy flexible working hours, a supportive work culture, and the chance to be part of a dedicated team that values exceptional customer service and teamwork.
Contact Details:
Petersham Nurseries - Richmond Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Host in Richmond
✨Tip Number 1
Get to know the restaurant inside out! Familiarise yourself with the menu, the booking system, and the layout. This way, when you’re chatting with guests or answering their queries, you’ll sound like a pro and make a great impression.
✨Tip Number 2
Practice your communication skills! Whether it’s on the phone or face-to-face, being friendly and clear is key. Try role-playing with friends or family to get comfortable with different scenarios you might encounter as a Host.
✨Tip Number 3
Network like a champ! Connect with people in the industry through social media or local events. You never know who might have a lead on a job or offer some insider tips that could help you land that perfect position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team and ready to dive into the action!
We think you need these skills to ace Host in Richmond
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. A friendly tone can make a great impression, especially for a role like Host where customer interaction is key.
Tailor Your Application:Make sure to tailor your application to the job description. Highlight your relevant experience and skills that match what we're looking for in a Reservations Agent or Restaurant Host. This shows us you’ve done your homework and are genuinely interested!
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured applications that are easy to read. Use bullet points if necessary to break down your skills and experiences – it makes it easier for us to see why you’d be a great fit!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about us and what we do!
How to prepare for a job interview at Petersham Nurseries - Richmond
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of both the Reservations Agent and Restaurant Host. Familiarise yourself with the booking systems and customer service expectations. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Practice Your Communication Skills
Since this position requires excellent oral and written communication skills, practice how you would greet guests or handle phone inquiries. You might even want to role-play with a friend to get comfortable with the kind of scenarios you could face during the interview.
✨Showcase Your Organisational Skills
Be prepared to discuss how you manage multiple tasks under pressure. Think of examples from your past experiences where you successfully juggled responsibilities, especially in a customer service environment. Highlighting your organisational skills will demonstrate that you can handle the fast-paced nature of the job.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, how they handle busy periods, or what the training process looks like. This shows your enthusiasm for the role and helps you gauge if the company culture aligns with your values.
