A Reservations Agent / Coordinator is the first point of contact for guests planning to dine, celebrate, or attend an event. In a premium restaurant, club, or lounge, the role is essential to shaping demand, managing cover flow, and setting the tone for the guest experience before arrival. The Reservations Agent / Coordinator helps ensure the venue is accurately booked, appropriately paced, and prepared to deliver seamless service.
Position overview
- Purpose of the role
- To manage all inbound and outbound reservations with accuracy, professionalism, and speed.
- To maximise occupancy and revenue while protecting service standards, table availability, and guest experience.
- To support the front-of-house team by maintaining an organised booking system and communicating guest needs clearly.
- Where the role sits and who it reports to
- This role sits within Front of House (Dining Service) and acts as a key link between guests, the reception team, floor management, and sometimes sales or events.
- The Reservations Agent / Coordinator typically reports to the Reservations Manager, Restaurant Manager, Guest Relations Manager, or Front of House Manager, depending on the venue structure.
- Key responsibilities
- Handle reservations by phone, email, online systems, and in person with warmth and accuracy.
- Maintain and update the booking diary, floor plan, guest notes, and special requests.
- Manage deposits, confirmations, cancellations, no-shows, and waiting lists in line with venue policy.
- Coordinate with hosts, managers, and service teams on VIPs, large parties, special occasions, and time-sensitive seating.
- Identify opportunities to upsell experiences, set menus, private dining, or premium areas where appropriate.
- Resolve booking queries and issues promptly, professionally, and with discretion.
- Monitor reservation patterns and communicate anticipated busy periods or service risks to the management team.
- Type of person who succeeds
- Calm, polished, and highly organised under pressure.
- Strong communicator with excellent telephone and written etiquette.
- Detail-focused, guest-oriented, and confident using reservation systems and CRM tools.
- Able to balance hospitality warmth with commercial awareness and policy compliance.
- Reliable, discreet, adaptable, and comfortable working in a fast-paced, high-expectation environment.