Reservations Agent

Salary: $1,000 – $1,500 USD per month (based on experience and location).

Sourcing Location: Focus first on South Africa (for English proficiency) and Latin America (for bilingual candidates). Use the Philippines as a secondary fallback.
Training: Comprehensive training on Company’s standards and specific software platforms.

Time Zone: Must work within the 12:00 PM – 10:00 PM EST window.

Preference: Candidates available for 2:00 PM – 10:00 PM EST and weekend shifts.

Availability: Full flexibility for weekends and holidays is a non-negotiable requirement.

Growth: The opportunity to work with one of the most respected hospitality groups in the United States.

Company overview

Our client, a premier Hospitality group, that speaks to today’s consumer with the best of both worlds. Rooted in “the power of AND,” each of its concepts achieves a balance of fine dining and fun dining. Every detail is meant to exhilarate: the music, the lighting, the ambiance.

It thrives at the intersection of tradition and fresh perspectives. East meets West, high-brow meets low-brow, and every element is designed to spark delight. From COTE Korean Steakhouse, one of only two Michelin-starred steakhouses in America, to COQODAQ, home to the largest restaurant champagne list in the country, the company transforms steak and fried chicken into elevated experiences through uncompromising quality with a pulse on the zeitgeist of New York and beyond.

The company, accolades and experiences go hand in hand, Michelin stars and industry recognition alongside what matters most: food that excites, hospitality that connects, and consistency guests can count on – all powered by a creative vision that drives both cultural impact and sustained profitability.

Job Summary:

We are seeking an articulate, tech-savvy, and highly discreet Remote Reservations Agent to manage high-volume phone lines and digital booking platforms. These Reservationists are dynamic hospitality professionals responsible for answering all company's phone and email inquiries, booking customer reservations, and maintaining the flow of the book. Reservationists warmly receive every inquiry, whether from customers, employees, vendors, or other third parties. Reservationists work with all restaurant and Event teams to ensure a smooth continuation of service.

Essential Job Duties & Responsibilities

Job duties and responsibilities include, but are not limited to the following:

● Answers all customer phone calls or text messages using Nextiva in a professional and hospitable manner, all within the timeframe set by company standards.
● Answers all customer emails using Google in a timely, professional, and hospitable manner, and
●Field phone and email inquiries for all of the company. Communicates messages to management or the correct department.
● Secures customer reservations for parties of 7 or fewer across 8 restaurant entities using the Resy platform.
● Shares availability, menu details, and restaurant policies.
● Forwards issues or complaints to the management team.
● Updates client profiles in the reservation system with details such as birthdays, preferences, allergies, and more based on team interactions.
● Performs Google searches and maintains thorough, up-to-date profiles for all customers and reservations.
● Coordinates bespoke, tailored service experiences for clients and plans “COTE-Tailoring Program” moments at the direction of the Lead Reservationist and Reservations Manager.
● Completes all assigned side work related to opening and closing the reservations desk, phone lines, and email lines at the company.
● Communicates to the Lead Reservationist and Reservations Manager when there are overbookings or anomalies on the reservations grid.
● Reports to each scheduled shift on time and ready to work
● Must demonstrate extreme discretion. You will be handling private contact information for high-profile individuals and celebrities. A signed Non-Disclosure Agreement (NDA) is a condition of employment.

Standards:

● Display knowledge of company's brands, culture, and product.
● Demonstrate the Company’s core values of people, learning, culture, relationships, sustainability and stewardship.
● Maintain professional and respectful behavior when in contact with customers, management, and teammates.
● Adhere to all company policies and procedures outlined in handbooks, manuals, and other company documents.
● Attend and participate in all scheduled meetings, training sessions, and continuing education activities.
● Communicates information effectively and efficiently.
● Excellent organizational skills and attention to detail.
● Possesses a positive, results-oriented, team-player mentality.
● Ability to perform job duties and responsibilities well and maintain professionalism and composure under pressure and in a high-paced and at times stressful environment.
● Ability to under pressure and maintain professionalism when working under stress.

Technical Requirements (Non-Negotiable)

Due to software limitations of the Resy platform, candidates must have access to the following:

● Hardware: A newer Apple device (MacBook or iPad). The Resy platform is only accessible via Apple hardware.
● Secondary Hardware: A secondary PC (HP/Windows) is acceptable for the phone system, but the booking software must be on an Apple device.
● Audio: A high-quality professional headset for clear communication.
● Internet: High-speed, reliable internet connection suitable for VoIP (Nextiva) calling without lag or dropouts.

Qualifications & Skills

● Experience: Minimum 1 year of relevant experience in restaurant reservations or a high-volume call center environment (telecom or troubleshooting experience is a plus).
● Language: Native-level fluency in English (required). Proficiency in Spanish is highly preferred to support our Miami-based clientele.
● Communication: Exceptional verbal and written communication skills with the ability to handle high-stress situations gracefully.

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