PART TIME- RESERVATIONIST-Hakkasan Las Vegas Restaurant
Aim to give the best possible service in the least obtrusive manner
Vigilance must be shown at all times to try to minimize both customer and staff theft
Maintain the safety and security of the restaurant/bar premises as a priority
Identify guests’ preferences and their personal information: regularity and time of dining, food and drink choice, seat preference, food allergies, table position, telephone number, e-mail address, web address, etc.
Inform our guests about any upcoming events at Hakkasan
Communicate with the Duty Manager continuously and update them on the dynamics of the reservations, delays, and cancellations in order to avoid unnecessary table chasing or rigid return time policy
Ensure appropriate language is used when speaking to guests; use guidelines issued during training
Listen to and understand the details of guests’ inquiries, taking notes if necessary
Record guest preferences in OpenTable and recognize return guests
Compile a top-100 guest list
Be aware of and follow Hakkasan standards for answering phone calls
Keep the working environment clean, tidy, and presentable
Be aware of and follow the guidelines for making a telephone reservation
Perform all assigned opening and closing duties
Use OpenTable when taking reservations and when checking on current or future reservations; ensure accuracy when entering data into OpenTable
Answer calls promptly to maximize the restaurant’s capacity
Try to accommodate regulars and concierge reservation requests
Build relationships with companies and individuals in order to maximize bookings
Make arrangements for menus, seating, special requests, etc.
Ensure all bookings are handled properly according to the following scheme:
– Confirmations are completed on time
– All the paperwork is done: reservations summary report, blocking sheet, waiter notes, set/signature menus, and special order forms
– Any deposits are taken and reported to the Restaurant Managers
– All no-show customers are contacted, and if necessary, charged the no-show fee
– All emails and text messages are read and replied to in a timely manner
– All complaints are investigated and the findings are reported to the General Manager
– Utilize all tables to achieve higher turnaround of guests
Work closely with concierges and other agents to increase pre- and post-theatre bookings as well as other event-related bookings
Store data continuously and systematically
Determine the needs and preferences of our guests and ensure that these needs are fulfilled
Complete all administrative duties competently, efficiently, and thoroughly
Update all operational telephone numbers as needed
Move furniture as directed by management, including but not limited to: tables, chairs, bar stools, banquettes, bar tables, boxes, and equipment
Attend the training sessions and continuously review your training notes to broaden working knowledge
Be fully conversant with every aspect of Hakkasan’s emergency procedures
Be fully conversant with all Hakkasan’s policies as detailed within the employee handbook
Be fully conversant with the geographical layout of the operation, including the exact whereabouts of all operational equipment
Complete any other task as assigned by the Reservations Manager
Learn the section plan, memorize section names and position numbers, and know the capabilities of each section
Be aware of Hakkasan’s leadership team and know their extension numbers, locations, and positions
Be aware of all the information related to Hakkasan (e.g., head office, other related operations, their addresses)
Be aware of major attractions (e.g., cinemas, bars, theatres)
Be aware of opening and closing times for all Hakkasan locations as well as final order times
Be aware of Hakkasan signature dishes and be able to make basic food and cocktail recommendations to guests
Be aware of all reservations and Hakkasan policies, including but not limited to: photography, dress code, and take-out, as well as fees to which guests may be subject (e.g., cancellation fees, cake fees, corkage fees)
To be able to provide directions to and from Hakkasan and a desired guest destination
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
Attend mandatory meetings, including pre-shift meetings, staff meetings, and marketing meetings
Participate in community events and ensure corporate social responsibility goals of Hakkasan are met
Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and
PowerPoint), Micros, ADP, and any department-specific systems in use
Keep work area clean and organized
Ensure confidential documents are kept in a secured area
Properly dispose of confidential documents containing any personally identifiable information via shredding or pulverization
Complete other duties as assigned by the Executive Team
Remain up to date with all media and be aware of all relevant events in the city
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the restaurant. Employees must demonstrate working knowledge of service standards at all times. Regular attendance in conformance with these standards, which may be established by Hakkasan from time to time, is essential to successful performance in this position. Employees are expected to assimilate into Hakkasan’s culture by understanding, supporting, and participating in all Hakkasan elements. This entails awareness of and constant compliance with necessary operational policies, including:
Health and Safety
SPECIFIC JOB KNOWLEDGE, SKILLS, AND ABILITIES
The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
Thorough knowledge of restaurant operations including food, beverage, service techniques, and guest interaction
Considerable skill in math and algebraic equations using percentages
Ability to walk, stand, and/or bend continuously to perform essential job functions
Ability to communicate in English, both orally and in writing, with guests and employees, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve problems
Ability to work under pressure and deal with stressful situations during busy periods
Ability to access and accurately input information using a moderately complex computer system
At least one year in related field required; OpenTable experience preferred.
LICENSES OR CERTIFICATES
Qualifying certificate in food protection a plus; CPR certification a plus.
All employees must maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained as part of the orientation process and are detailed within the employee handbook.
Must be able to understand and communicate in English. Additional language ability preferred. Individual must meet minimum jurisdictional age requirements. Must have a basic knowledge of dining room and service procedures or functions.
About Hakkasan Group
ABOUT HAKKASAN GROUP
Hakkasan Group is a worldwide entertainment, dining, nightlife, and Hospitality Company with establishments currently located across the U.S., Europe, Middle East, and Asia. Its namesake is taken from its Michelin star-rated restaurant that set the high-level standard for the group’s umbrella of diverse brands. Its brand-first philosophy builds dining, nightlife, day life, and soon-to-be hotel concepts into world-class lifestyle hospitality brands, all with a focus on service, design, innovation and the experience.
Its restaurant venue portfolio includes the flagship Hakkasan Restaurant with 12 locations worldwide, Yauatcha, HKK, Sake No Hana, Herringbone, Searsucker, and Social House. Under the nightlife/daylife umbrella of brands are Hakkasan Nightclub, Wet Republic, Stingaree, and Omnia Nightclub ( 2015). In 2014, Hakkasan Group and MGM Resorts International announced the formation of a joint venture hotel management company named MGM Hakkasan Hospitality with a series of hotel and resort projects already under development including MGM projects in the Americas, the Middle East, and Asia along with Hakkasan projects in Abu Dhabi and Dubai. Hakkasan Group is owned by Tasameem Real Estate LLC, an Abu Dhabi-based investment company. For more information, visit www.hakkasangroup.com.