Reservations Co-ordinator

Start an exciting new chapter in your hospitality career at Hickory's Smokehouse - We are thrilled to have been recently crowned the ‘Best Pub Employer’ for 2025 at The Publican Awards! 

Are you an experienced or aspiring Reservations Co-ordinator looking to share your passion for incredible guest experience alongside being commercially focused to drive restaurant bookings.

We love to 'grow our own' so recent internal promotions combined with our ongoing expansion means the door is now open, for Reservations Co-ordinators looking to develop new skills to join our evolving team.

The Role

This is a part-time role based in our new HQ in Aldford on the outskirts of Chester, with a requirement to travel to restaurants at times.

Guest

• Responsible for the guest experience across all channels - telephone, email & social (inbound & outbound)
  • Creating, amending & cnfirming guest reservations
  • Dealing with guest queries
• Responsible for large party (including corporate bookings)
  • Driving bokings – email, social & outbound calling
  • Securing depsits & pre-orders
  • Confirming bookings
• Understanding guest needs
• Strong communication skills – telephone, email, social & face-to-face
• Objection & complaint handling – dealing with challenging guests, offering solutions

Systems

• Understanding of the back-of-house set ups on Zonal; new openings, covers per 15, tables, layouts, event set ups
• Solid knowledge of who/when to report any technical issues: Zonal/Digitel/Think Cirrus/Toggle/Guest XM
• Regular reporting from Live Res/Flow System

Team

• Building professional relationships across the dept and with restaurant teams
• Collaborative & open-minded approach to working alongside different departments; Marketing/Training/Ops/Finance

Requirements of a successful Reservations Coordinator:

• Natural talent, passion, professionalism and flair are all essential ingredients
• You should be flexible and adaptable in your approach to work
• Being reliable and punctual is essential 
• Be able to respond well to pressure
• Be proactive & able to use your initiative
• Confident, organised & methodical, with a strong attention to detail
• Be an excellent team player
• Be able to communicate – verbally & written skills
• Be focused on delivering an outstanding guest experience
• Be flexible to work at the weekend & evenings
• Full driving license – monthly visits to restaurants required

Thank Yous & Benefits:

• A package of up to £16.71 per hour including Tip Jar – that’s up to £3.00 per hour in tips!
• Excellent training & progression opportunities – through our award-winning Hickory’s Training Academy.
• Qualification opportunities as you working (up to A-Level & Degree level equivalent).
• Birthday reward meal on us for you & your friends - every year.
• Christmas Day off work - every year.
• Moments that matter - Paid occasions days off (Wedding day, kid’s first day at school, moving into first home & more).
• Team Player card – 25% discount for you & 5 friends in all Hickory’s (rising to 50% for loyal service).
• Wellbeing support & 24-hour access to our wellness programme.
• Our pledge to a work-life balance – monitoring & managing through our Red Zone.
• A packed team social & engagement calendar & annual team party.
• A chance to ‘give a bit back’ with fundraising activities for Cash For Kids.

Up for the challenge? Click ‘apply’ now – we can promise it will be one heck of a ride!