Location

Surat, Gujarat

Department

Reservations

Employment

Full-Time

Reporting To

Reservations Lead

Experience

Entry-level or up to 1 year

Language

Fluency in English

ABOUT US

Bookends Hospitality Private Limited is a fast-growing premium hospitality group operating multiple restaurant brands and a catering division across Italian, Pan-Asian, café, and other dining concepts. We are known for exceptional dining experiences, luxury aesthetics, and a strong digital presence — and we are growing our reservations team to make every guest's experience seamless from the very first call.

POSITION OVERVIEW

We are looking for a skilled and detail-oriented Reservationist to manage reservations, optimise table turnover, and deliver exceptional customer service across our restaurants. As the first point of contact for many of our guests, you will handle enquiries, accommodate special requests, and work closely with the outlet team so that every booking turns into a smooth, warm dining experience. Strong organisation, clear communication, and a genuinely guest-focused approach are essential.

KEY RESPONSIBILITIES

- Reservation Management — Manage incoming reservation requests across phone, email, and online platforms, ensuring accuracy and effective allocation of dining space
- Customer Service — Address reservation enquiries, accommodate special requests from guests, and convey relevant information clearly
- Table Planning — Plan and optimise table assignments to maximise seating capacity while maintaining smooth service flow
- Floor Coordination — Work closely with the host/hostess and waitstaff to communicate reservation specifics and special requests, ensuring cohesive and orderly seating




- Records & System — Maintain an orderly reservation system, update guest details, and accurately document reservation history
- Guest Relationships — Build positive relationships with recurring patrons, recognise special occasions, and contribute to overall guest satisfaction

GUEST HANDLING & CARE

- Warm Interactions — Handle every guest interaction with warmth, patience, and courtesy, ensuring guests feel heard, respected, and well assisted
- Query Resolution — Listen carefully to guest questions and concerns, provide clear and accurate answers, and follow up on unresolved queries until closure
- Complaints & Changes — Handle complaints, booking changes, delays, and unavailable tables calmly; offer suitable alternatives and escalate when required, without making unconfirmed commitments
- Booking Confirmation — Confirm booking details, communicate changes promptly, and coordinate guest preferences and special requests with the outlet team
- Guest Care & Privacy — Give attentive assistance to first-time and returning guests, record relevant feedback, and protect guest contact details and personal information

SKILLS & REQUIREMENTS

- Ability to manage multiple reservation requests efficiently, maintain accurate records, and coordinate table assignments
- Clear, professional communication with guests over phone, email, and in person




- Dedication to exceptional service, including handling special requests and enquiries promptly and courteously
- Calm, patient, and courteous manner when handling complaints or changes
- Comfort using reservation systems, email, and online booking platforms

EXPERIENCE & QUALIFICATION

- 12th pass or Bachelor's degree in Hotel or Business Management
- Entry-level candidates or up to 1 year of experience in reservations, front desk, or guest service
- Fluency in English

KEY PERFORMANCE INDICATORS

- Accuracy of reservations and guest details
- Response time to calls, emails, and online booking requests
- Booking confirmation rate and reduction in no-shows
- Table utilisation and smooth seating flow during peak hours
- Guest feedback and satisfaction scores
- Timely resolution and follow-up of guest queries and complaints

ROLE SUCCESS The Reservationist will be successful when every booking is accurate and confirmed, tables are allocated to make the most of each service, guest queries and requests are handled warmly and promptly, and guests arrive at our restaurants feeling expected, welcomed, and well looked after.

WHY JOIN US

- Guest-Facing Role — Be the first voice and face of our brands for every guest who books a table
- Multi-Brand Exposure — Work across restaurant, café, and catering brands under one group
- Fast Growth — Join a group expanding rapidly with multiple new brand launches every year
- Learning & Growth — Build a strong foundation in hospitality, guest service, and restaurant operations

Pay: ₹18,000.00 - ₹25,000.00 per month

Perks

- Flexible schedule
- Food provided
- Provident Fund

Work Location: In person

📌 Reservationist & Guest Relationship Executive (Ichchhapor)
🏢 Bookends Hospitality
📍 Ichchhapor