Guest Relations Agent

Required Years of Experience

1 year

Job Details

Mattos Hospitality is seeking an intelligent and organized reservationist for the group. An ideal candidate possesses excellent verbal, written, and in-person communication skills, the ability to be strategic, proactive, efficient, and calm under pressure, as well as sincere interest in hospitality.

This position is located in Mattos Hospitality corporate office. Nights and weekend availabiity is required.
Prior Resy and OpenTable experience is needed.

Reservationist handles reservations, cancellations, inquiries received from our guests, and administrative/office duties. You will work closely with the front door and management teams of the Mattos Hospitality restaurants in order to ensure that all guests have pleasurable dining experiences.

Primary responsibilities include:

• As the first point of contact, setting the tone for the entire guest experience, ensuring all guests receive welcoming and professional service
• Handling incoming guest queries and reservation requests via email and multiple phone lines in a courteous and efficient manner
• Using Resy / OpenTable in order to make reservations and organize floor plans
• Having a working knowledge of how to manipulate the book to maximize cover counts
• Responding positively and promptly to customer concerns and complaints
• Coordinating with the restaurant staff on reservation and guest notes and requests, and assists the team with guest recognition
• Communicating with guests in order to confirm reservations and assist with special requests
• Supporting with large party bookings and some event queries
• Performing other light administrative work as needed

Qualifications:

• Minimum of one year experience in a host, Maitre'd, and/or reservations position in NYC restaurants
• Experience working with Resy and OpenTable
• Experience working with Microsoft Office (Microsoft word, Excel, etc.)
• Ability to communicate in a professional manner
• Team player attitude
• Flexible availability

Company Values

• Understanding that we require a positive and respectful attitude in the workplace.
• Understand and strive to behave in a way that is in line with the companys values of respect, excellence, transparency, and resilience. The full definition of these values is in our company handbook.

Benefits

• Medical, Dental and Vision insurance for full time employees
• Paid Time Off
• Discounted Gym Membership
• Commuter Benefits
• Dining Discounts
• Employee Assistance Program

The duties of this position may change from time to time. Mattos Hospitality reserves the right to add or delete duties and responsibilities at the discretion of Mattos Hospitality or its managers. This job description is intended to describe the general level of work being performed. It is not intended to be all-inclusive.

Mattos Hospitality is an equal opportunities employer, all applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Compensation Details

Compensation: Hourly ($25.00 - $30.00)

Benefits & Perks: Health Insurance, Dental Insurance, Vision Insurance, Paid Time Off, Commuter Benefits, Dining Discounts, Wellness Program

Required Skills

Resy

Customer Service Orientation

Excellent Verbal and Written Communication Skills

Problem Solving Skills

Ability to Be Strategic and Proactive

Attention to Detail

Ability to Remain Calm Under Pressure

Time Management Skills

Efficient

Ability to Work Under Pressure

Experience With Resy and OpenTable

Interpersonal Skills

Administrative Skills

Adaptability

Customer Service Skills

Conflict Resolution skills

Ability to Work in a Team

Organizational Skills

Flexible availability

Multitasking Abilities

Proficiency in Microsoft Office (Word, Excel, Etc)

Collaboration skills

Cultural Awareness

event planning skills

Commitment to Company Values

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