Virtual Dining Reservations Specialist

1 day ago

Cape Town, South Africa Ten Group Full time

Our Dining team is growing as we prepare for a busy pre-Christmas season, so we are looking for passionate and ambitious people to join us on a temporary basis from October till end of November. If you love food, enjoy eating out and discovering new dining experiences, then this role is for you

As a Virtual Dining Reservations Specialist, you will not only share your passion for all things dining with your teammates but most importantly use your knowledge to help our members secure the best tables according to their preferences whilst meeting deadlines. Some requests will be straight forward such as checking availability and making bookings. Others, however, will be more unusual and will require tenacity and excellent problem-solving skills. You will use your knowledge, contacts and expertise to ensure our service is delivered the highest standard. Last but not least, you will be working in one of the most vibrant and colorful teams where boredom is never on the menu

**Contract - FTC - October till end of November (full time)**

**Key Responsibilities**

**Management of members’ requests**
- Acknowledge and respond to member requests, ensuring your replies meet or exceed their expectations.
- Provide responses to members within set deadlines.
- Collaborate with members, suppliers, and internal staff to deliver the best possible outcomes.
- Always prioritize the member’s best interests, ensuring their needs are fully met.
- Handle each request efficiently, using the most resourceful and thoughtful approach.
- Look for opportunities to add value and go beyond what the member expects.
- Conduct research when requests fall outside of available resources.
- Support the ticketing team when needed by assisting with ticket requests and sales.

**Build relationships and rapport with our members**
- Ask open-ended questions to better understand the member’s needs, interests, and preferences.
- Introduce members to other services to encourage them to make full use of the offerings.
- Collect feedback from members regarding previous requests and share this information through appropriate channels.
- Maintain high standards of service and clear communication throughout the member’s journey.

**Administration**
- Keep all member-related administration and research up to date and accurate in the in-house knowledge managers system. This ensures that members requirements are clearly translated into the right actions to minimize any potential confusion that can be caused by mistakes
- Ensure that any requests that could result in commission for Ten are capitalized on and accurate invoicing is produced.

**Member Satisfaction**
- Collaborate with the member satisfaction team and Team Manager to continually enhance the quality of service and member satisfaction.
- Assist with resolving any customer care issues quickly, aiming to turn negative experiences into positive outcomes.
- Report any feedback or problems to the Team Manager that could affect the member's experience, ensuring they are addressed, and improvements are made.
- Confidently assure members that if their first choice isn’t available, the Lifestyle Manager as the specialist is then offering the next best option

**Build relationships and rapport with our suppliers (restaurants)**
- Work closely with restaurants to secure bookings or hold tables for members while maintaining a strong relationship with the restaurant.
- Confidently negotiate with restaurants to secure benefits or bookings when the member cannot themselves.

**Requirements**:
**Your Profile**:

- relevant experience in hospitality, preferably within the dining industry
- Strong phone etiquette and excellent verbal, written, and interpersonal communication skills
- Enthusiastic about member engagement
- Proficient in administrative tasks and planning
- Skilled in using Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Available for full-time work (40 hours per week)
- Flexible to work a 5-day week, Tuesday to Saturday, between 07:00 - 22:00 SAST, including at least one late shift

**Competencies**
- Strong planning and organizational skills
- Results orientation
- Member focus
- Adaptability
- Teamwork
- Initiative and Pro-activity
- Attention to detail/accuracy
- Positive Outlook and Self-Confidence

**Benefits**

Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

**All our employees also enjoy a range of benefits**:

- Offer flexible work arrangements including Hybrid work possibilities
- Annual Leave of 15 days per annum, 20 days per annum from the second year and an additional 3 extra days of annual leave in their third year.
- One (1

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