Are you…
- A foodie who loves dining at the best places?
- The go-to person for friends seeking restaurant recommendations for special occasions?
- Passionate and always "in the know" about new openings and trendy spots?
- Someone who thrives in a fast-paced yet fun working environment?
Overview of the Role:
As a Restaurant Reservations Consultant you will not only share your passion for all things dining with your teammates, but most importantly use your knowledge to help our members secure the best tables according to their preferences whilst meeting deadlines. Some requests will be straight forward such as checking availability and making bookings. Others, however, will be more unusual and will require tenacity and excellent problem-solving skills. You will use your knowledge, contacts and expertise to ensure our service is delivered the highest standard. Last but not least, you will be working in one of the most vibrant and fun teams where boredom is never on the menu!
Key Responsibilities:
Management of Member Requests:
- Acknowledge and respond to member requests promptly, with a focus on exceeding expectations.
- Communicate with members, suppliers, and internal teams to deliver high-quality dining experiences.
- Resolve requests resourcefully, adding value to each one while enhancing member satisfaction.
- Conduct research for unique or unusual dining requests, always seeking ways to improve the service.
Building Relationships with Members:
- Establish strong relationships with members, truly understanding their preferences and dining needs.
- Provide thoughtful suggestions and secure bookings tailored to their requests.
- Maintain regular contact with members, refining their requests and encouraging full use of the service.
- Actively cross-sell our travel and lifestyle services to enhance member experience.
Administration:
- Keep member information up to date in the in-house system with 100% accuracy, minimizing potential confusion.
- Maximize opportunities for commission and ensure accurate invoicing for booking requests.
Member Satisfaction:
- Work closely with the Member Satisfaction Team and Team Manager to continually drive high levels of satisfaction.
- Assist in resolving customer care issues swiftly and effectively.
- Proactively report any issues or feedback to ensure continuous improvement.
Building Relationships with Suppliers (Restaurants):
- Work closely with restaurant partners to secure bookings or hold tables, maintaining positive supplier relationships.
- Confidently negotiate with restaurants to secure bookings that members might struggle to obtain on their own.
Requirements
Skills / Qualifications
- At least 3 - 4 years' of relevant work experience in hospitality, ideally in restaurants
- Solid practical knowledge of the London dining scene, with a focus on fine dining is a must
- Experience in working with private dining / events is desired but not mandatory
- Excellent phone etiquette and excellent verbal, written, and interpersonal skills
- Passionate about engaging with members
- Administration and planning
- Computer literacy - Word, Excel, PowerPoint, Outlook
Competencies
- Strong planning and organisational skills
- Results orientation
- Member focus
- Adaptability
- Team work
- Initiative and Pro-activity
- Attention to detail/accuracy
- Positive Outlook and Self-Confidence
Benefits
Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.
All our employees also enjoy a range of benefits:
- A competitive salary depending on experience, plus a performance-based bonus.
- Hybrid working. You can combine working from home and working from the office. If you don’t live near our office, then we are open to fully remote working options too.
- Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.
- Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
- Extra Rewards. Lucrative Ten Loyalty Rewards program.
- Remote Working Holidays - possibilities to Travel and Work!
- Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
- We also offer a company contribution towards medical aid, and transport home for those working a late shift (applies to those who don't have a car).
- ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use.
Who We Are
Ten Lifestyle Group is an AIM-listed global travel and lifestyle concierge company founded in 1998 by Alex Cheatle and Andrew Long. Delivering unique travel, entertainment and dining experiences to the world, Ten is a vital part of the customer engagement strategies of leading premium financial services and consumer brands. Today, millions of members have access to Ten’s services across lifestyle, travel, dining, entertainment and retail benefits on behalf of over fifty clients including HSBC, Bank of America, Westpac and Royal Bank of Canada.
As well as offering a private membership tier, Ten serves some of the most valuable customers of the world's leading private banks, premium financial services and luxury brands. Corporate clients use Ten’s services to acquire, engage and retain affluent, high-net-worth customers. The service drives critical customer metrics, including revenue growth and Net Promoter Score, and supports digital transformation initiatives.
Ten's partnerships are based on multi-year contracts which generate revenue through platform-as-a-service and technology fees. Its operations are underpinned by an increasingly sophisticated personalisation platform comprising industry-first, proprietary technology, thousands of supplier relationships and 25 years of expertise delivered from 22 global offices. All Ten's services are made available to clients on either a white-label, co-branded, or affiliate partnership basis.
Looking ahead, Ten's strategy revolves around four key areas:
- Deliver a world-class member experience
- Invest in technology
- Expand contracts with new and existing clients
- Establish a foothold in new markets by leveraging its market-leading service proposition
For more information, please watch Ten's Growth Engine Video https://tenlifestylegroup.com/investors/#growth-en...
Commitment to Diversity
We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance, and business needs.
“Ten works with a small, preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time.”
