Job title: Reservations & Member Services Coordinator
Work Location: Yacht Club Precinct
Business Unit: Restaurants and Bars
Reports to: Restaurant Manager & Events, Venue Manager
Working relationships: VM Restaurant and Events, VM Snapper & Co, Executive Chef, Duty Supervisors and Restaurant Supervisors
Primary Purpose
The Front of House and Events Coordinator is responsible for delivering exceptional customer service the Yacht Club, managing front-of-house tasks, and ensuring the smooth execution of events. The role requires coordination of group bookings, event ticketing, and administrative support to ensure seamless operations and a high standard of service.
Key Result Areas
- Greeting all members & visitors
- Bookings Service Excellence Achievement
- Safe Working Practices Conformance
- Cash Handling Accuracy
- Continual Improvement Participation
- Housekeeping Effectiveness
- Professional Self Development
Essential Duties and Responsibilities
- Meet & Greet members and Guests.
- Ensure Reception area is clean, tidy, and presentable with up-to-date marketing collateral.
- Management of busy main switch phone; answering calls in a timely manner, responding to customer and member queries, resolving issues quickly, efficiently, and courteously. Deal with bookings by phone, e-mail and face-to-face.
- Maintain IT effectiveness including membership processing & NowBookIt Systems
- Perform all tasks required for the job which will provide an excellence of service to members and their guests.
- Be aware of WH&S regulations and other working practices and conform to these practices.
- Be professional whilst handling money.
- Ensure correct money transactions are conducted at all times.
- Always examine ways to improve the section and pass suggestions to your immediate Supervisor.
- Ensure housekeeping policy and procedure is carried out.
- Seek out and undergo job training and coaching which will continue to update and enhance knowledge and skills.
- High level of attention to detail.
- Support the Venue Manager – Restaurant and Events in handling guest’s requests, and enquiries for the venue to ensure a positive outcome is achieved.
- Support the Venue Manager – Restaurant and Events Manager with data entry into Salesforce.
- Maintain a high level of product and service knowledge in order to explain and sell services and facilities to our members and customers.
Education and Work Experience Requirements
- High school diploma or equivalent degree.
- RSA (Responsible service of Alcohol).
- Must have basic computer knowledge.
- Experience with Salesforce and Now Book IT desired but not essential.
- Excellent communication skills. (verbal and written).
- High level of energy and enthusiasm.
- High level of accuracy and attention to detail.
- Be able to meet demands of a busy work environment.
- Ability to work under pressure and handle multiple tasks maintaining a high level of attention to detail.
- Be courteous, friendly, smiling, and professional in approach.
- Excellent customer service and rapport building skills
- Polite and professional phone manner
- Must have prior experience in similar role
- Effective team player, contribute positively as part of the team and help in various tasks as required.
- Must have experience with administrative & clerical procedures.
