Reservationist

JOB SUMMARY: Responsible for daily opening/closing duties according to the opening and closing checklists. Responsible for guest relations, including answering phone lines, processing reservation requests, presenting information, and responding to questions. This is the communication hub between the guests and service team, you will note special events and requests, and acknowledge regular guests. The reservationist is in a unique position to maximize the success of each and every service through hospitality and clear communication.

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to excel at each essential duty. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Communication Skills: Ability to read, write and respond to business correspondence. Ability to effectively present information and respond to questions from managers, guests and the general public.

• Strategic Problem Solving : Ability to apply creative solutions to practical problems and situations. Ability to remain flexible in determining a variety of problem solving approaches. Ability to interpret a variety of instructions presented in written, verbal, diagram or schedule form.

• Physical Demands: While performing the duties of this job, a reservationist may be required to stand, walk, use hands to manipulate, handle or feel objects, tools, kitchen equipment or controls and speak or hear. A reservationist must regularly lift and/or move up to 15 pounds; frequently lift and/or move up to 25-30 pounds. Specific vision requirements include close vision, and the ability to adjust focus.

GENERAL DUTIES:

• All guests must feel that they are welcome and important and receive a style and level of service of the highest standards of any New York City restaurant.
• Proficiency of telephone system and computer systems/programs generally, specifically with OpenTable.
• Representing Little Owl with excellent customer service over the phone to all callers. Our phone demeanor is consistently professional, warm, and engaging.
• Fielding requests for reservations, responding to questions regarding Little Owl’s dining room service (via phone and email), and transferring calls to appropriate personnel.
• Ongoing cleaning and maintenance of physical plant and workstation according to established restaurant procedures.
• Responsible for adherence to posted work schedule and arrival time. Must follow established procedures for schedule changes and shift adjustments.
• Adherence to dress code, grooming and hygiene standards.
• Required to attend mandatory meetings when scheduled.
• Must identify and report problem situations to management immediately.
• Other duties and tasks deemed necessary by management.

SPECIFIC RESERVATIONIST DUTIES:

• Responsible for receiving Little Owl incoming phone calls, intercom communication and reservation requests during scheduled shifts.
• Assisting guests on the telephone and in person in a warm, gracious and accommodating manner.
• Ability to converse with guests concerning menu questions in a detailed and articulate manner. Working knowledge of Little Owl items, food preparation techniques and basic culinary terminology.
• Responsible for replying to telephone and email correspondence in regard to Little Owl.
• The accurate and detailed handling of the reservation sheet, including: making sure time slots are correct and information regarding PX guests, comps and special requests are accurately noted. Work with managers to maximize seating. Block reservations for shutdowns and holidays.
• Assist management in development and general maintenance of guest database.
• Assist management in development and organization of the “Regulars/PX” list for Little Owl.
• Responsible for relaying all phone complaints to the General Manager. If the GM is unavailable, calls must be forwarded to the Manager on duty.
• Build a relationship with VIP guests.
• Development of relations with concierges at local hotels.
• Keeping notes of guest special requests, like, dislikes, allergies etc.
• Maintaining cleanliness/organization and supplies for the reservations office.
• Using the opening and closing checklist everyday and attaching them to the daily log book envelope.

EEO Statement

Blackfoot Hospitality is an equal opportunity employer and is committed to creating an inclusive and diverse work environment. We celebrate and support differences and do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected status under applicable laws.

About Blackfoot Hospitality

Blackfoot Hospitality is a New York City–based hospitality group dedicated to creating warm, thoughtful, and memorable experiences. With a commitment to excellence in service, culinary creativity, and community engagement, our restaurants serve as welcoming spaces for both guests and staff. We believe in fostering environments where hospitality professionals can thrive while making a lasting impact on the guest experience.

Why work with Blackfoot Hospitality? We are collaboration-oriented and care about our guests and our staff. We believe that hospitality begins with us. We promote growth both personally and professionally. We offer dining discounts, 401k, health and dental insurance and two consecutive days off.