Who are we?
London Bridge Rooftop is a 240-capacity outdoor bar across from the Shard with top-notch views of London, cocktails, pints and amazing food! We love our customers and like to make them feel at home. We're looking for an outgoing, confident and lively Head Host to come and join our fun and friendly family and with a salary of £13.50 ph + service charge, with potential bonuses for maximising bookings and seatings.
The Role
As the Head Host, you will be at the forefront of our customer service team, overseeing inquiries and reservations. Your role is pivotal in ensuring a seamless booking process and delivering exceptional service to our guests.
You will handle external inquiries via calls and emails, manage reservations, and ensure top-notch guest satisfaction from the outset.
We're seeking a candidate with strong English proficiency (both written and verbal), outstanding customer service and sales abilities, and a track record of effectively training and motivating teams to maintain high standards.
Prior experience in a fast-paced hospitality reservations setting and expert familiarity with the Collins system are vital. A vibrant personality and exceptional communication skills are also necessary.
This position suits individuals who are passionate about enhancing the guest experience and have insights into operational strategies that can optimise the reservation process.
MAIN RESPONSIBILITIES
Customer Service:
- Address customer concerns and resolve issues effectively.
- Maintain a positive and professional attitude in all interactions.
- Liaise with security and hosts to ensure customers are in the venue as quickly as possible
Customer Inquiries Management:
- Promptly and professionally respond to emails, social and all inquiries.
- Provide detailed information about our packages, private hire and group bookings availability.
- Assist customers in selecting suitable options for their enquiries.
Online Platform Management:
- Maintain and update online platforms like Collins, Design My Night, The Fork and Opentable with accurate information.
- Collins experience is a must
- Monitor and respond to inquiries received through these platforms.
Booking Process:
- Guide customers through the booking process via email or online, ensuring a smooth experience.
- Coordinate with the bookings team to confirm bookings and availability.
- Maximise group, Christmas, birthday, corporate and private hires.
Team Leadership:
- Foster a positive and collaborative work environment.
Bookings and Reservations:
- Implement strategies to exceed customer expectations and increase bookings and footfall.
- Excellent communication skills (via email, phone and in person)
- Ability to work as part of a team and lead
- Confident, attentive, friendly and well presented
- Previous work experience as a head host/hostess
- Understanding of booking and reservation systems
- Knowledge of Collins booking system is a must
- Experience in managing reservations and bookings
- Ability to think on your feet, adapt and quickly solve problems as they arise
- Ability to work under pressure in a fast-paced environment
- Demonstratable customer-service skills
- Strong organisational skills with the ability to monitor the entire venue
- Availability to work in shifts as needed
- Ability to work with a welcoming, friendly demeanour, even on a hectic day
What we are offering:
- Salary of £13.50p ph + service charge
- Opportunities for promotion and
- Job Types: Full-time (Fixed-term contract)
- Staff food and drink
- Up to 28 days of holiday
- Fun and friendly working environment
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