Lead Reservationist; Madison

Overview

COTE, the carnivorous vision of proprietor Simon Kim, blends the dining experience of Korean Barbeque with the hallmarks of a classic American Steakhouse. The result is a unique, convivial and interactive atmosphere, accompanied by the highest quality USDA Prime beef, an impeccable 1200+ label wine list, and a suite of classic-but-creative cocktails. COTE is NEW YORK CITY'S first Korean Steakhouse.

Lead Reservationists are dynamic hospitality professionals responsible for answering all Gracious Hospitality Management (GHM) phone and email inquiries pertaining to 550 Madison. They oversee all customer bookings with special attention to VIP clients and work with the manager on duty to maximize seating at the direction of Reservations. They advise Reservationists on booking protocols and customer relations, and hold all team members accountable to the highest level of customer care.

They warmly receive inquiries from customers, employees, vendors, or other third parties and work with restaurant and Event teams to ensure a smooth continuation of service.

• Completes all assigned side work related to opening and closing the reservations desk, phone lines, and email lines at GHM.
• Oversees global reservations book, monitors all GHM reservations, supervises booking protocols, and supports efficiency and demand generation.
• Provides management with a roll-up of reservations prior to each shift; informs restaurant management of large parties, special notes, and VIP customers; assists in creating floor plans and table arrangements for shifts.
• Oversees flow of reservations to ensure optimal seating patterns and service.
• Manages VIP relations, including making reservations personally and recording preferences and past notes; performs final quality checks on each experience.
• Oversees Prime Reservations inbox for all locations with local Leads Hosts, Maitre D’ Managers, and Reservations Manager.
• Monitors and audits reservation communications (email and phone) and reports findings to the Reservations Manager.
• Audits email and phone lines for adherence to service steps and customer care levels.
• Develops relationships with VIPs and manages blocks and allocations in cooperation with the Maitre D’, Events Department, and the Head of Global Reservations.
• Maintains relationships with concierges and partner booking sites as approved by the Reservations Manager.
• Holds Reservations team accountable to standards and reports issues to management for resolution.
• Communicates over bookings or anomalies to the Reservations Manager.
• Maintains a clean and orderly workstation and supports the GHM Office Manager in organization and supplies.
• Coordinates bespoke, tailored service experiences for clients and supports property-level teams with execution.
• Answers all customer inquiries in a timely, professional, and hospitable manner; books reservations to satisfy customer needs and capacity.
• Updates client profiles with details such as birthdays, preferences, allergies, and other relevant information; maintains thorough and up-to-date profiles on customers and reservations.
• Fields inquiries for GHM and communicates messages to the appropriate department.
• Responsible for training new employees as assigned and assists in menu printing.
• Reports to scheduled shifts on time, in uniform, and ready to work; assists other stations as needed.
• Models outstanding service and leads the department in preparation, execution, and breakdown.
• Regularly reports to management on department performance, feedback, and any issues related to facilities, personnel, or product and hospitality.

• Upholds GHM's mission to delight customers and consistently improve the customer experience.
• Demonstrates knowledge of the GHM brand, culture, and product; embodies the company values of people, learning, culture, relationships, sustainability and stewardship.
• Maintains professional and respectful behavior with customers, management, and teammates; presents a polished personal appearance per grooming standards.
• Adheres to all company policies and procedures; attends scheduled meetings and training; takes care of company…