COTE Vegas- Lead Reservationist

COTE, the carnivorous vision of proprietor Simon Kim, blends the dining experience of Korean Barbeque together with the hallmarks of a classic American Steakhouse. The result is a unique, convivial and interactive atmosphere, accompanied by the highest quality USDA Prime beef, an impeccable 1200+ label wine list, and a suite of classic-but-creative cocktails

Smokeless grills in every table, combined with cuts from our in-house dry aging room, ensure that every morsel of steak is hot, fresh, and caramelized every bite. 

At COTE, we follow a simple mantra: 🥩 + 🔥 + 🍸 = 😊

• Hiring Phase: COTE begins the hiring process, including resume screening and interviews, August 12 onwards. 
• Training Phase: The training phase is planned for two weeks in mid-September, Monday-Friday. The week of 9/15, training will run from 10am to 3pm in order to allow those who are currently employed to continue working. The week of 9/22, training will run from 10am to 4pm. 
• Pre-Opening: The Pre-Opening phase runs from Monday, 9/29 to Thursday, 10/2 and consists of Friends & Family services during normal dinner hours.
• Grand Opening: The grand opening party will take place on Friday 10/3, and the restaurant will be open for service 7 days/week beginning on Saturday 10/4.

Job Summary:

Lead Reservationists are dynamic hospitality professionals responsible for answering all COTE Vegas phone and email inquiries, overseeing all customer bookings with special attention to VIP clients, and working with the manager on duty at COTE Vegas to maximize seating at the direction of the Maître D and General Manager. They advise Reservationists on booking protocols and customer relations, and hold all team members accountable to the highest level of customer care. The Lead Reservationist warmly receives every inquiry, whether from customers, employees, vendors, or other third parties. Lead Reservationists work with all restaurant and Event teams to ensure a smooth continuation of service. They will also assist the Maitre D in all programming needs related to the book. 

Essential Job Duties & Responsibilities:

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

Completes all assigned side work related to opening and closing the reservations desk, phone lines, and email lines at COTE Vegas.

• Oversees the reservations book. Monitors reservations and oversees booking protocols. Drives tidiness of the grid for maximum efficiency as well as creative solutions for driving more demand.
• Provides the restaurant with a roll-up of reservations prior to each shift; Informs restaurant Management of any large parties, special reservation notes and/or VIP customers. 
• Oversees flow of reservations in the grid, for each location, to ensure optimal seating pattern and service. 
• Manages VIP relations, including making reservations personally, providing personalized attention in the restaurant, recording preferences and notes from past experiences, and performing final quality checks on each experience.
• Oversee Prime Reservations inbox for all locations alongside local Lead Hosts, and Maitre D’ Managers.
• Monitors and audits reservationist customer interaction, both emails and phone, for all locations and reports findings to the Maitre D Manager 
• Audits email and phone lines to ensure that all reservationists are following steps of service and providing the highest level of care. 
• Develops relationships with VIPs and manages blocks and allocations in cooperation with the Maitre D’, Events Department, and at the direction of the General Manager. 
• Maintains relationships with concierges and other partner booking sites at the approval of the Maitre D Manager.
• Holds the Reservations team accountable to standards and reports service issues to management for management to correct. 
• Communicates to the Maitre D Manager when there are overbookings or anomalies on the reservations grid. 

Maintains a clean and orderly work station, and a clean office environment. Supports the Office Manager  in organization and supplies. 

• Coordinates bespoke, tailored service experiences for clients. Plans the “COTE-Tailoring Program” and identifies opportunities to create above-and-beyond memories for clients. Supports the property level with execution. 

Answers all customer phone and email inquiries in a timely, professional, and hospitable manner, and forwards issues or complaints to the management team. Books customer reservations to the satisfaction of the customer and the capacity of each restaurant. 

• Updates client profiles on the reservation system with details such as birthdays, preferences, allergies, and more based on interactions from the team. Performs Google searches and keeps thorough and up-to-date profiles on all customers and reservations. 

Fields phone and email inquiries for COTE Vegas. Communicates messages to management or the correct department. 

• Responsible for training new employees as assigned. 

• Assists in menu printing. 

Reports to each scheduled shift on time, in uniform, and ready to work. Assists other stations or areas of the restaurant when requested by management. 

• Acts as a role model for outstanding service and leads the department in preparation, execution, and breakdown. 
• Regularly reports into management on department performance including positive feedback, constructive feedback, and any issues on facilities, personnel, or product and hospitality. 

Standards:

• Display knowledge of the COTE brand, 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.
• Present a polished personal appearance, adhering to company grooming standards outlined in the Employee Handbook. 
• 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.
• Take care of all company property.
• Maintain safety, cleanliness, and sanitation standards.
• Comply with federal, state, and local laws and regulations.

Qualifications:

• Must have the ability to read, speak, understand, follow written directions, and verbal instructions in English.
• Must be reachable by email and able to communicate via phone as well.
• 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.
• Knowledge of workplace safety procedures and local Department of Health standards.
• Food Handler’s Certification or the ability to obtain in accordance with federal, state, or local regulations and/or Company policy.
• Able to work a flexible schedule in order to accommodate business levels (weekend, nights, and holiday availability required). We will endeavor to provide reasonable accommodations for sincerely held religious beliefs.  
• Familiarity with restaurant management software such as point of sales, reservations management, inventory management, Microsoft Office, and Google Workspace. 
• Ability to execute steps of service in adherence with company policy.
• Excellent interpersonal and customer service skills.
• Excellent communication with management and teammates.
• 2+ years of similar experience.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential job duties and responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform those essential functions.

While performing the essential duties of this job, the employee is regularly required to:

• Lift and carry up to 25 pounds.
• Frequently utilize the stairs, often while lifting and carrying heavy items.  
• Occasionally crouch and climb.