Reservation Agent

The Ivy Collection is a group of 63 restaurants across the UK and Ireland, including Ivy Brasseries, Ivy Asias, Harry’s Restaurants, Brasserie of Light and the original Ivy West Street (established in 1917).

Our iconic restaurants are celebrated for exceptional food, outstanding service, and the creation of unforgettable moments.

We have an excellent opportunity for a Reservations Agent to join the team as the Ivy brand continues to grow.

The Reservations Agent is responsible for delivering an exceptional customer experience as the first point of contact for all restaurant enquiries and bookings. This role ensures all reservations are handled efficiently, accurately, and in line with company standards and policies. The executive will maintain excellent communication with guests and internal teams, uphold high levels of professionalism, and contribute to the seamless operation of the Reservations Department. This position requires full flexibility to work Monday to Sunday, across all shifts as required by the business.

Key Objectives:

• Provide a memorable, high-quality telephone and email experience for all guests.
• Meet, maintain, and where possible exceed all company KPIs, including:
• Call handling metrics (volume of calls, average talk time, wrap time)
• Conversion rates and booking accuracy
• Quality assurance and compliance standards
• Ensure exceptional timekeeping, including punctual log-ins and maintaining phone availability in line with company expectations.
• Demonstrate exceptional attention to detail when managing guest information.
• Ensure full compliance with reservation systems, processes, and manuals.
• Maximise bookings while upholding outstanding customer service.
• Support seamless communication with restaurant management and FOH teams.

Key Responsibilities:

• Handle all incoming calls and emails promptly, professionally, and in accordance with reservation standards.
• Accurately input and manage reservations using OpenTable, ensuring all details, tags, guest notes, and profiles are maintained to company standards.
• Handle basic gift voucher enquiries and assist guests with the redemption process.
• Ensure guest profiles in OpenTable are kept clean, accurate, and fully compliant with company tagging and note management guidelines.
• Deliver an exceptional, service-focused experience for every guest. Show initiative and take responsibility for resolving issues where possible.
• Maintain productivity and demonstrate high performance aligned with KPIs and business expectations.
• Provide clear information about restaurant offerings, menus, directions, and general enquiries.
• Recognise and appropriately manage regular guests and VIP profiles.
• Clearly communicate company policies such as allergen management, deposit requirements, cancellation terms, promotions, and special offers.
• Ensure adherence to all reservation procedures, manuals, and service standards.
• Liaise with restaurant hosts, management, and front-of-house teams to ensure a smooth flow of reservations, especially during peak times, to maximise the restaurants.
• Escalate issues where necessary to the Reservations Supervisor or Manager
• Maintain a neat, organised, and professional working environment.
• Attend training, meetings, and coaching sessions to support personal development and team performance.
• Support changes within the department based on business needs.

Benefits & rewards:

• 50% discount for you and up to 3 friends when you dine in our restaurants.
• 30% discount in the wider group restaurants.
• Competitive Industry pay
• Celebrate career anniversaries with a gift voucher to dine in our restaurants.
• Career Development and Training, including Apprenticeships.
• Extra holiday allowance for length of service, up to 5 extra days after 5 years.
• Access to discounts on 100s of retailers, health, entertainment, travel & more.

About us: Our shared CARING values help create an environment where we are happy and engaged, and we care for ourselves, our colleagues, our guests, and we celebrate our individualities and differences.