Reservations Agent Job at Lava Lava Beach Club

Job Description

The PBX Operator role primarily serves as the communications hub for our restaurant group. This role is responsible for managing incoming calls, coordinating reservations across five distinct restaurant locations, providing excellent guest service over the phone and via email, and ensuring smooth communication between guests and restaurant teams.

Job Responsibility

Answer incoming calls on a multi-line phone system promptly and professionally
Manage reservations for all five restaurant locations, ensuring accurate booking, confirmations, modifications, and cancellations
Use reservation systems (e.g., OpenTable and other internal platforms) to track and optimize table availability
Send confirmation messages to guests via phone, text, or email as appropriate
Coordinate reservation changes with restaurant hosts and managers in real-time
Provide clear, courteous information to guests about menus, hours, locations, special events, and policies
Handle guest inquiries and requests, escalating to management when necessary
Resolve reservation conflicts and guest concerns with professionalism and efficiency
Greet guests who call and interact with warmth and a ‘Hawaiian hospitality’ mindset
Collaborate with on-site staff at each location to ensure seamless guest experiences
Assist with waitlist management and expected table-time estimates during peak hours
Maintain detailed logs and records of communications, bookings, and special requests
Support other administrative duties as needed (e.g., updating restaurant schedules, assisting with special event bookings, reporting daily reservation stats)
Maintain knowledge of promotions, menu changes, and operational updates and communicate these internally to team members
Ensure systems and logs are kept up-to-date at the end of each shift

Requirements

Contributes to building and maintaining a positive work culture at all times
Flexible schedule, especially during busy seasons
Ability to communicate effectively and work well with others
Ability to remain calm, prioritize and multitask in a fast-paced environment
Ability to handle guest requests and needs in a professional and pleasant manner
Remains calms /productive in a fast-paced environment
Can sit for long periods of time (majority of shift)
Can bend, twist, squat, kneel, reach overhead, and walk safely
Can safely adhere to sanitation/safety protocol at all times
Contributes to building and maintaining a positive work culture at all times
A minimum of 1 year of experience in the same or a similar role

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Reservations Agent

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