Central Reservations Manager - London

Central Reservations Manager - Mayfair, Central London

We have an exciting new opportunity to join Gaucho Central Reservations team as our Central Reservations Manager!

Purpose:

To manage the day to day efficient running of central reservations, ensuring the quality and standard of each call and in doing so, to maximise covers, revenue and repeat business across the group.

Key Outcomes:

1. Cover Driving & Financial
2. Service Standards & Efficiency
3. People
4. Reporting

Role Specific information:

Role Description: Central Reservations Manager

Reporting to: Business Ops Manager & Ops Director

Employment Status: Permanent, Head Office

Skills and Experience

Cover Driving & Financial

• Management of restaurant templates for increased covers, in accordance with direction of Operations team
• Increase efficiency of calls through monitoring of call times
• Knowledge and communication of daily, weekly, annual targets
• Implement and deliver team incentives that help drive group wide covers

Service Standards & Efficiency

• Leading by example in all areas of guest service
• Provide training for new staff and ongoing training for existing staff on servcie standards
• 100% focus on achieving Cycle of Servcie requirements through the team; Mystery Diner scores of 90% min
• Development of guest relationships and maintenance of loyal regulars through excellent service
• Ensuring quality, accuracy and efficiency of the team
• Maintain positve communication with GM’s to ensure best practice in use of reservations platform

People

• Manage all recruitment practices: including interview and selection; succession planning; starter paper work
• Ensuring accuracy of payroll for team and company deadline
• Write and manage rota in line with budgeted / allocated hours
• Carry out appraisals within company timeframes and job chats to endure an engaged and motivated team
• Hold scheduled team and trainings

Groups and events

• Manage and coach the support team/s including anyone who handles sales enquiries, central reservations, group bookers, and individual event managers of each site. 
• Set targets and KPI’s for both groups and event managers (Piccadilly and 02) 
• Manage the groups and events team to ensure over maximising efficiency for the department

Reporting

• To provide accurate and timely reporting on covers per restaurant, no-shows, turn times

Preferred Skills and Experience

• Strong coaching skills
• Ability to influence
• Ability to take thoughts and ideas and apply as practical business solutions and embed
• Previous experience within a restaurant group
• Previous experience with reservation platforms

Essential Skills and Experience

• Experience in telephone reservations
• Experience in web bookings
• Guest lead industry experience
• Strong experience of Reservation management