Reservations Supervisor

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 Supervisor to join the team as the Ivy brand continues to grow.

The Reservations Supervisor is responsible for supporting the Reservations and Guest Relations teams to deliver exceptional service across all The Ivy Collection Restaurants. This role ensures that KPIs are consistently achieved, standards are maintained, and daily operations run smoothly.

The Supervisor will guide, support, and develop team members, providing direction, training, and coaching while taking initiative to make decisions that benefit the business and guest experience.

This position requires full flexibility to work Monday–Sunday across all shifts and may include taking calls and assisting with day-to-day operational tasks.

Key Objectives:

• Ensure the Reservations team consistently meets or exceeds all company KPIs.
• Support, coach, and guide Reservations Agents to achieve high performance standards.
• Maintain clear and timely communication with teams regarding updates, changes, and daily priorities.
• Oversee day-to-day operational tasks, including reporting, scheduling, training, and new starter support.
• Take initiative and make independent decisions to resolve operational or guest-related issues effectively.
• Support the opening of new restaurants and ensure staff are trained, and processes are implemented accurately.
• Keep training materials up to date, accurate, and easily accessible for all team members.

Key Responsibilities:

• Supervise and support the Reservations team, providing guidance on day-to-day tasks and KPI achievement.
• Monitor and support team performance, providing feedback, coaching, and assistance where needed.
• Good knowledge of contact centre reporting tools and data analysis to monitor agent performance.
• Take calls as required to ensure smooth service and maintain KPI performance during shifts.
• Manage team communication, distributing daily updates, task lists, and key information to ensure all agents are informed.
• Oversee training, ensure training materials are current, readable, and accurate, and support the onboarding of new starters.
• Support new restaurant openings, ensuring systems, processes, and team training are in place.
• Maintain clean and accurate guest profiles, monitor system performance, and flag anomalies.
• Collaborate with the Reservations Manager and other departmental leads to ensure operational efficiency and guest satisfaction.
• Take initiative in problem-solving and decision-making, prioritising what is best for the business and guests.
• Assist with administrative tasks and ad-hoc projects assigned by the Reservations Manager to support the Reservations team.
• Work closely with the Guest Relations team to ensure a smooth level of communication between teams and provide support when required.
• Foster a positive, professional, and collaborative team environment, maintaining fairness and motivation across all team members

Skills and Competencies

• Proven experience in reservations, guest relations, or hospitality management.
• Strong understanding of KPI management and ability to drive team performance.
• Excellent verbal and written communication skills.
• Strong leadership, coaching, and team development abilities.
• High attention to detail and organisational skills.
• Ability to make independent decisions and take initiative in fast-paced environments.
• Flexibility to work across varied shifts, including weekends and holidays.
• Proficiency with OpenTable, Toggle, or other reservations/CRM systems (desirable).
• Professional, approachable, and solution-focused mindset.

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.