At a Glance
- Tasks: Manage restaurant reservations and provide exceptional hospitality experiences for members.
- Company: The Pembroke, a unique club in the heart of Belgravia.
- Benefits: Best-in-class salary, family meals, and industry-leading learning opportunities.
- Other info: Dynamic role with opportunities for growth and development.
- Why this job: Join a vibrant team and enhance member experiences in a luxury environment.
- Qualifications: 1-2 years in luxury customer service with strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
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 the reception team and the wider operational teams to ensure a seamless guest journey at every touchpoint. 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.
Requirements
- 1-2 years’ experience in a 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.
Reservations Co-ordinator in London employer: The Pembroke Club London
The Pembroke, located in the vibrant heart of Belgravia, is an exceptional employer that prides itself on creating a warm and welcoming environment for both staff and members. With a commitment to excellence, we offer industry-leading learning and development opportunities, a competitive salary, and a unique work culture that celebrates collaboration and creativity. Join us to be part of a team that values your contributions and provides a platform for personal and professional growth in the luxury hospitality sector.
StudySmarter Expert Advice🤫
We think this is how you could land Reservations Co-ordinator in London
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like The Pembroke Club London. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to The Pembroke Club London
Don't be shy about reaching out to The Pembroke Club London directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Reservations Co-ordinator in London
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about The Pembroke Club London and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at The Pembroke Club London
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
