About this position
Position Summary:
The Reservationist is the first point of contact for guests of Masa and Bar Masa. The Reservationist manages reservation inquiries by phone and email, maintains the accuracy of the reservation book and guest database, and works closely with the management teams so that every guest arrives to an experience that has been prepared for them. The role requires discretion, precision and a genuine sense of hospitality consistent with the standards of Chef Masa Takayama.
Primary Responsibilities Include, but not Limited to:
Reservations and Guest Communication:
- Answer all reservation inquiries by phone and email promptly, warmly and professionally.
- Take, record, confirm, modify and cancel reservations in the reservation platform in accordance with Company policy.
- Enter complete and accurate reservation details, including guest contact information, party size, seating preferences, dietary restrictions, allergies, special occasions and payment or deposit details.
- Explain menu formats, pricing, dress code, cancellation and deposit policies clearly and consistently to guests.
- Manage the waitlist and release of tables, and follow up with guests on confirmations and reminders.
- Resolve guest concerns such as discrepancies, cancellations and special requests, escalating to management when appropriate.
Guest Database and VIP Handling:
- Maintain guest profiles, notes and preferences so that returning guests are recognized and their history is available to the floor team.
- Identify VIP, regular and Chef's guests and communicate their reservations to the General Manager and floor team in advance.
- Handle guest information and the reservations of high profile guests with complete discretion and confidentiality.
Coordination with Operations and Events:
Prepare and distribute the daily reservation report and menu to the General Manager and Service Managers.
Coordinate large parties and special requests with the General Manager and the management team.
Follow predesigned seating, pacing, and capacity of the restaurant.
Maintain an up-to-date knowledge of both restaurants, their menus, hours and policies.
- Complete administrative and clerical tasks assigned by management, including reporting and reconciliation of deposits and cancellations.
Standards:
- Know, understand and implement all aspects of the Company's steps of service as they relate to the guest's first contact.
- Demonstrate a high standard of personal appearance, hygiene and professionalism.
- Follow all Company performance standards and implement Company protocols and policies.
- Communicate all operational concerns and suggestions to the General Manager.
Knowledge, Skills and Abilities Required:
- 1 to 2 years of experience as a reservationist, host or maitre d' in fine dining, Michelin starred restaurants or luxury hotels.
- Proficiency with Tock and Resy, and the ability to learn other reservation and guest database platforms.
- Excellent written and verbal communication skills and a professional phone manner.
- Strong organizational skills, attention to detail and time management.
- Ability to work independently, multitask and remain calm under pressure.
- Discretion with confidential guest and Company information.
- Computer Skills (Microsoft Office 365, email and spreadsheets).
- Familiar with hospitality industry's best practices.
- Language Skills - Ability to communicate effectively in English is necessary to perform the job. Japanese is a plus.
- Availability to work weekends and holidays.
Location
New York .
The source lists New York but does not specify a city. Check the original listing for the work location and any remote-work conditions.
How to apply
Review the vacancy and complete the application on the employer or recruitment partner’s website. Requisition ID: WJ-3247717369.