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Group Reservations Manager

Job description

Located in the heart of Piccadilly in our beautiful flagship store. An exciting opportunity has arisen for an experienced Reservations Manager to join our reservations team in F&M Piccadilly hospitality office. Reporting to the Director of hospitality, the successful candidate will interact with multiple parties across the company including Fortnum’s Management Group, and other business leaders. In addition to supplying administrative report, the role holder will liaise regularly with the central functions and businesses, such as Commercial Finance, Marketing, Hospitality and Retail and our leadership team in Asia Pacific.


Hours/days: 45 Hours over 7 days per week

Job Type: Permanent
Reports to: Director of Hospitality


Duties include:


  • Day-to-day coordination of reservations for all Restaurants and Bars within F&M group
  • Looking after partnerships with all 3rd party companies
  • Working on extensive reporting for all sites
  • Advanced knowledge of Seven Rooms system including but not limited to management of access rules, shift settings and more
  • Working closely with Private Dining team to ensure maximization of covers in line with company policy
  • Maintaining a high guest focus and convey this attitude to all team members
  • Ensuring that all standards of service are met
  • Embodying the values and principles of the company
  • Constantly working on innovative ways to improve guest journey
  • Staying up to date with the London restaurant scene and competition
  • Hiring and training all new recruits in reservations team, ensuring that high standards, strong work ethic and professional discipline are instilled
  • Managing reservations team’s Rota, ensuring suitable cover at all times
  • Ensuring that all Health and Safety guidelines and policies are followed at all times


Key Accountabilities:


  • Excellent Microsoft office skills
  • Excellent communication skills
  • Resilience and excellent problem-solving skills
  • Leadership and guidance
  • Excellent diary management
  • Robust experience with the CRM systems and processes and reporting mechanisms to enable a function that is growing and maturing at speed
  • Digitally savvy
  • An ability to challenge, build credibility with a wide range of audiences and work with integrity/confidentiality at all times
  • Naturally approachable and friendly
  • Expert at delivering exceptional experiences to guests and resolving issues
  • A team player with experience in leading and motivating a small team
  • Energetic, willing to teach, learn and grow your career


What you get in return:


  • A generous store and restaurant discount of up to 40%
  • 28 days holidays pro rata (inc. bank holidays)
  • Day off for your Birthday
  • 5 Wellbeing Days
  • A fantastic, subsidised staff restaurant