Dining Reservations Specialist

We are looking for a passionate, motivated and resourceful individual to join our Dining team. As a Specialist you will be fulfilling Dining and Lifestyle requests on behalf of our members, including fulfilling luxury dining requests, including booking the world’s top restaurants and planning of special events and occasions for our high net worth members mainly in the US but covering several destinations world-wide.  

Your exceptional customer service skills,  use of your knowledge of the American dining scene and overall passion for dining will deliver superb member satisfaction and repeat usage of Ten for dining and other request types throughout the business. 

The role will require some evening and weekend shifts. 

You will be fully accountable for meeting and exceeding customer service targets as well as working within the team to meet department targets.  To attain these targets you will work with our partnered suppliers and preferred list of restaurants.    

As a Specialist, your knowledge and passion to stay up to date in an ever changing industry is essential. You and in turn the team should always be up to date with current market trends, what competitors are delivering and what our members are obtaining access to from our competition.  

You will be required to keep a keen and intimate understanding of our service offering and the expertise of your colleagues to succeed in matching potential member needs and offering a rich, world class service to members. 

You have to have the ability to work in a fast paced environment with deadlines being ever present.    

KEY RESPONSIBILITIES 

• Working with members primarily by telephone to take the brief and understand what they are looking for and to identify their preferences and interests proactively 

• To acknowledge requests and provide a detailed response to the member to meet or exceed their expectations within the required deadline  

• To liaise with members, suppliers and Ten staff to provide the best possible content as a response to a members request  

• To always act in the best interest of the member, ensuring their needs are met  
• To resolve each job in the most resourceful, intelligent way  

• To investigate opportunities to add value to the request and exceed the members expectations  

• To ask the member open questions in order to better understand their needs, interests and requirements  

• To talk to members about other areas of the service in order to encourage full use of the service and repeat business  

• To gather member feedback from members previous requests and send this feedback through appropriate channels to ensure we are keeping the member satisfied and encouraging them to use the service repeatedly  

• To maintain high standards of service and communication with the member throughout the request/member journey  

• To demonstrate you can confidently negotiate with suppliers, to deliver the best possible service to our members 

• Provide communication via our CRM system by email for the members 

• Represent the business externally e.g. at networking events or restaurants to enhance and strengthen the company’s profile. 

• Keep up to date with newly opened restaurants and recent events across the assigned area 

• Meet monthly KPI’s on Commission, NPS and Efficiency  

• Minimum of 2 years working within the dining industry  

• Acute attention to detail is crucial to the success of the role  

• Can work on multiple requests and sourcing options from various suppliers according to the members needs 

• Be flexible and adaptable to a change of priorities and complete requests within the given timeframe 

• Exceptional verbal and written communication skills, combined with demonstrated problem solving ability  

• A deep sense of empathy and ability to connect with members quickly  

• A ‘can do, will do’ mindset, willing to get whatever is needed done  

• A high sense of ownership in everything you do, it all counts to you 

• A starter-finisher mentality  

• Incredible ability to drive noticeably high member satisfaction  

• Adaptable in times of uncertainty and significant change 

• Comprehensive knowledge of Office Word, MS Outlook 

OTHER 

• A passion for working in a business that places members and customer service at their core as well as commercial success 

• A natural communicator who always takes the time to keep their colleagues informed and up to date, always considers the best way to tailor communication to different individuals rather than robotically forwarding emails  

• Excellent English language skills, both written and spoken.

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance