Restaurant Reservations Lead
4 days ago
Phoenix
Job Description Why The Global Ambassador * Competitive rates * Benefits available when you work 25 hours per week-including medical, dental, vision and more * Paid time off * Be a part of a luxury property recognized for its exceptional service and unique guest experiences. * Work with a dedicated team committed to redefining hospitality in Phoenix. * Opportunities for career growth within an expanding, forward-thinking hospitality brand. Who We Are Hospitality refined for a global mindset. The Global Ambassador Hotel is a Michelin Key luxury destination in Phoenix, known for redefining urban hospitality. We offer a unique and sophisticated experience for our guests, combining exquisite service, luxurious amenities, and a vibrant community atmosphere. Our focus is on providing an extraordinary stay that sets new standards for luxury and service. What You’ll Do Reservations & Guest Experience * Manage all reservation channels (phone, email, online, in-house), making sure the process is seamless, accurate, and responsive to guest needs. * Ensure confirmations, amendments, cancellations, dietary or seating requests, and special-occasion preferences are recorded, communicated and executed. * Monitor and manage table allocations, wait-lists, and flow of covers to maximize guest comfort and operational efficiency. * Maintain proactive and personalized service: anticipate guest needs (such as dietary accommodations, special occasions, seating preferences), and tailor interactions instead of reacting to requests. This aligns with luxury “anticipatory service” expectations. * Ensure reservations department addresses guests by name (if known and appropriate), in a manner consistent with guest preferences, contributing to a sense of recognition and personalization. * Adhere to timeliness standards: e.g. answering phones, putting guests on hold * Maintain high standards of courtesy, articulation, and demeanor: staff must avoid slang, remain calm, polite, gracious, and attentive at all times. Team Leadership & Training * Coach and mentor the reservations staff in luxury-service protocols, including anticipatory service, personalization, and etiquette. * Develop standard operating procedures (SOPs), training materials, and refresher programs that incorporate Forbes-level expectations of guest engagement, appearance, professionalism, and efficiency. * Monitor performance: response times, accuracy, guest feedback, no-show/cancellation rates, covers per seating. Use metrics to guide improvements. * Foster a culture of attention to detail, consistency, and “above and beyond” service — not just meeting baseline needs, but creating memorable guest moments. Collaboration & Coordination * Work closely with restaurant managers, culinary leadership, front-desk/concierge, and guest services to ensure seamless guest flow, transfers, and special requests. * Participate in pre-shift and daily operations briefings to update on expected covers, VIP or priority guests, special requests, and seating challenges. * Coordinate with marketing, sales, events, or private dining to manage group dining, special events, and promotional seatings. * Ensure cross-communication is clear, timely, and consistent to support a cohesive guest experience across the hotel. Analytics & Reporting * Produce regular reports on reservation trends, guest preferences, cancellation/no-show rates, average lead time to booking, seating efficiency, and guest satisfaction metrics. * Use data to forecast demand, recommend staffing levels, adjust seating/flow strategy, and suggest promotional or operational improvements. * Maintain awareness of luxury hospitality benchmarks, including Forbes standards, and drive continuous service improvement to align with or exceed those benchmarks. Quality Assurance & Standards * Ensure that all guest interactions, from reservation to seating to service completion, meet or exceed the hotel's standards of professionalism, presentation, and warmth consistent with luxury service. * Monitor guest feedback and service recovery efforts; ensure issues are handled swiftly, discreetly, and courteously. * Stay current on industry best practices, service trends, and Forbes/T.G.A.H. brand expectations; implement service enhancements accordingly. * Ensure that appearances (team uniforms, grooming), communication style, and guest handling are consistent, polished, and reflect the property’s luxury image. Qualifications * At least 1+ year experience in reservations, hospitality, or guest relations required; leadership or supervisory experience strongly preferred. * Expert knowledge of reservation systems and database management. * Exceptional communication, organization, and attention to detail. * Strong leadership presence with the ability to coach, motivate, and inspire a team. * Proven ability to multitask and perform under pressure in a fast-paced luxury environment. * Passion for curating extraordinary guest experiences. * Professionalism and poise consistent with luxury brand standards. The Global Ambassador is an Equal Opportunity & E- Verify Employer. Proof of eligibility to work in the United States is required. We use eVerify to confirm U.S. Employment eligibility.