PETERSHAM NURSERIES RICHMOND

A charmingly casual yet sophisticated restaurant, Petersham Nurseries Café is set within a glasshouse brimming with bougainvillea and fragrant jasmine, draped with Indian blinds and decorated with antique furniture, mirrors and paintings. An oasis that never fails to captivate and enchant. Respecting the Slow Food philosophy, the restaurant serves seasonal, Italian inspired food.

THE ROLE

A key operational position and the first point of contact for guests in the restaurant, reservations & front gate. This role is accountable for all reservations being made, including scheduling, booking maximisation, customer liaison, management of larger parties. To maintain the highest levels of customer service and knowledge when welcoming guests.

PRINCIPLE ACCOUNTABILITIES

Your responsibilities will include, but not be limited to:

• Check mailbox for emails. Ensure system in place for sharing the answering of emails with other team members to avoid duplication, plus emails filed away once dealt with.
• Knowledge of Open Table reservations system.
• Checking bookings a week ahead and making sure cover flow/ reservations are staggered correctly.
• Ensuring table reservations are maximised in communication with kitchen and restaurant management.
• Guests are profiled and flagged appropriately daily/ as required.
• Guest information is entered correctly.
• Aware of floor plans.
• Able to update NS in Open Table.
• Oversee cancellations and credit card charging.
• System set up including automated emails, users set up etc, troubleshooting Open Table issues.
• Dialogue communicated to customers is accurate.
• Ensure scheduling of private events entered accurately in OT.
• Review reservations diary for three months ahead.
• Daily meeting (take a copy of daily reports and flag any VIP's/Regulars).
• Look at daily service report and action any issues/communicate any feedback to fellow members of staff.
• Assist Restaurant Manager with complaint handling ensuring customers are responded to within 24 and 48 hours.
• Circulate weekly covers via email
• Welcome guest to the Nurseries whilst operating the front gate, maintaining guests social distance, hand sanitise & ensuring facial masks are worn when entering the premises.

COMMUNICATION

• Liaising with the kitchen and restaurant managers to ensure they have the most up-to-date daily information about bookings, important relevant information.
• Share any developments/ proposed changes to reception.

PERSON SPEC

• Excellent organisational and time management skills.
• Experience of OpenTable / Reservation systems essential.
• Excellent IT skills, including knowledge of a range of software packages.
• The capacity to prioritise tasks and work under pressure.
• Ability to liaise well with others, good customer service experience.
• Strong oral and written communication skills.
• Ability to work on your own initiative.
• Attention to detail.
• Flexibility and adaptability to changing workloads.
• Problem-solving skills and team player.

OTHER

• Flexible working, includes regular weekend, bank holiday and evening working.
• Involvement in ad hoc project work/ events.
• Booking Management.
• Learning, Training & Development.
• Quality & Customer Service.