St Helen's Hotel is seeking a highly organised and service-driven Food & Beverage Reservations Agent to take complete ownership of all F&B reservation channels across the hotel's dining outlets, Orangerie Bar & Lounge and Talavera Restaurant.
This role is pivotal in delivering a seamless guest journey from first contact through to arrival, ensuring every interaction reflects the hotel's refined standards, attention to detail, and commitment to exceptional service.
Key Responsibilities
Reservations Management
* Take full ownership of all Food & Beverage reservations across all channels, including:
* Telephone enquiries
* Email correspondence
* Online reservation systems and platforms
* Ensure reservations are accurately recorded, confirmed, modified, and communicated to relevant teams.
* Monitor booking patterns, availability, special requests, and guest preferences.
Guest Experience
* Act as the first point of contact for F&B guests, delivering a warm, knowledgeable, and professional service at all times.
* Handle guest enquiries with confidence, offering clear information about menus, opening hours, special events, and dining experiences.
* Anticipate guest needs and personalise interactions wherever possible.
Standards & Quality
* Maintain exceptional service standards aligned with internationally recognised luxury hospitality benchmarks.
* Ensure all communication, verbal and written, is polished, timely, and professional.
* Handle guest feedback, special requests, and concerns with discretion and care.
Operational Coordination
* Liaise closely with restaurant management, kitchen teams, and front-of-house staff to ensure smooth daily operations.
* Communicate VIP bookings, special occasions, dietary requirements, and operational notes clearly and efficiently.
* Support service flow by managing covers, pacing, and peak demand effectively.
* Maintain accurate reservation records and reports.
Skills & Experience
Essential
* Previous experience in hospitality reservations, guest services, or front-of-house roles.
* Excellent verbal and written communication skills.
* Strong organisational skills and attention to detail.
* Confident handling of multiple reservation channels simultaneously.
* Professional telephone manner and guest-focused approach.
Desirable
* Experience in luxury hotels or high-end restaurants (preferable but not essential, full training provided).
* Familiarity with online reservation systems (preferable but not essential, full training provided).
* Understanding of premium service standards and guest expectations.
Personal Attributes
* Naturally warm, polished, and service-oriented.
* Calm and efficient under pressure.
* Proactive, reliable, and accountable.
* Strong sense of ownership and pride in delivering excellence.
What We Offer
* A role with work-life balance.
* Flexible working patterns where possible.
* Opportunity to be a key ambassador for St Helen's Hotel's dining experiences.
* A supportive team environment within a refined hospitality setting.
Job Type: Permanent
Benefits:
* Company events
* On-site parking
Work Location: In person