At a Glance
- Tasks: Manage restaurant reservations and provide exceptional service to members and guests.
- Company: The Pembroke, a unique club in the heart of Belgravia.
- Benefits: Competitive salary, family meals, learning opportunities, and a pension scheme.
- Other info: Dynamic role with opportunities for growth and development.
- Why this job: Join a vibrant team and create memorable experiences in a luxury environment.
- Qualifications: 1-2 years in luxury customer service, strong communication skills, and attention to detail.
The predicted salary is between 25000 - 30000 £ 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 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 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 strong focus on employee development, we offer industry-leading learning opportunities, competitive salaries, and a supportive work culture that values collaboration and excellence. Join us to be part of a unique club experience where your contributions directly enhance the luxury hospitality journey for our members.
StudySmarter Expert Advice🤫
We think this is how you could land Reservations Co-ordinator
✨Tip Number 1
Network like a pro! Reach out to your connections in the hospitality industry, especially those who might have insights about The Pembroke. A friendly chat can sometimes lead to opportunities that aren’t even advertised.
✨Tip Number 2
Show off your personality! When you get the chance for an interview or a casual meet-up, let your passion for exceptional service shine through. Remember, they’re looking for someone who fits into their vibrant culture.
✨Tip Number 3
Be proactive! If you see a gap in their service or have ideas on how to enhance member experiences, don’t hesitate to share them during your conversations. It shows initiative and that you’re already thinking about contributing.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of The Pembroke family. Let’s make it happen!
We think you need these skills to ace Reservations Co-ordinator
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 touch of warmth and enthusiasm can make a big difference in how we perceive your fit for the role.
Tailor Your Application:Make sure to customise your application to reflect the specific requirements of the Reservations Coordinator role. Highlight your relevant experience in luxury customer service and any familiarity with reservation systems. This shows us you’ve done your homework!
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured responses that get straight to the heart of your experience and skills. Avoid fluff and focus on what makes you the perfect fit for our team at The Pembroke.
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 The Pembroke and what we stand for.
How to prepare for a job interview at The Pembroke Club London
✨Know Your Stuff
Before the interview, make sure you’re well-versed in The Pembroke’s offerings, events, and member experience standards. This knowledge will not only impress your interviewers but also show that you’re genuinely interested in the role.
✨Showcase Your Communication Skills
As a Reservations Coordinator, communication is key. Practice articulating your thoughts clearly and confidently. You might even want to prepare a few examples of how you've handled customer inquiries or complaints in the past.
✨Demonstrate Your Organisational Skills
Be ready to discuss how you manage multiple tasks in a fast-paced environment. Bring examples of how you’ve kept records up to date or managed reservations efficiently, as this will highlight your attention to detail.
✨Prepare for Scenario Questions
Expect questions that put you in hypothetical situations, like handling a difficult member complaint. Think through your responses ahead of time, focusing on how you would maintain a high level of service while resolving issues.
