Virtual Dining Reservations Specialist - Fixed Term Contract

Our Dining team is growing as we prepare for a busy pre-Christmas season, so we are looking for passionate and ambitious people to join us on a temporary basis from October till end of November. If you love food, enjoy eating out and discovering new dining experiences, then this role is for you!

As a Virtual Dining Reservations Specialist, you will not only share your passion for all things dining with your teammates but most importantly use your knowledge to help our members secure the best tables according to their preferences whilst meeting deadlines. Some requests will be straight forward such as checking availability and making bookings. Others, however, will be more unusual and will require tenacity and excellent problem-solving skills. You will use your knowledge, contacts and expertise to ensure our service is delivered the highest standard. Last but not least, you will be working in one of the most vibrant and colorful teams where boredom is never on the menu!

Contract - FTC - October till end of November (full time)

Key Responsibilities

Management of members’ requests

• Acknowledge and respond to member requests, ensuring your replies meet or exceed their expectations.
• Provide responses to members within set deadlines.
• Collaborate with members, suppliers, and internal staff to deliver the best possible outcomes.
• Always prioritize the member’s best interests, ensuring their needs are fully met.
• Handle each request efficiently, using the most resourceful and thoughtful approach.
• Look for opportunities to add value and go beyond what the member expects.
• Conduct research when requests fall outside of available resources.
• Support the ticketing team when needed by assisting with ticket requests and sales.

Build relationships and rapport with our members

• Ask open-ended questions to better understand the member’s needs, interests, and preferences.
• Introduce members to other services to encourage them to make full use of the offerings.
• Collect feedback from members regarding previous requests and share this information through appropriate channels.
• Maintain high standards of service and clear communication throughout the member’s journey.

Administration

• Keep all member-related administration and research up to date and accurate in the in-house knowledge managers system. This ensures that members requirements are clearly translated into the right actions to minimize any potential confusion that can be caused by mistakes
• Ensure that any requests that could result in commission for Ten are capitalized on and accurate invoicing is produced.

Member Satisfaction

• Collaborate with the member satisfaction team and Team Manager to continually enhance the quality of service and member satisfaction.
• Assist with resolving any customer care issues quickly, aiming to turn negative experiences into positive outcomes.
• Report any feedback or problems to the Team Manager that could affect the member's experience, ensuring they are addressed, and improvements are made.
• Confidently assure members that if their first choice isn’t available, the Lifestyle Manager as the specialist is then offering the next best option

Build relationships and rapport with our suppliers (restaurants)

• Work closely with restaurants to secure bookings or hold tables for members while maintaining a strong relationship with the restaurant.
• Confidently negotiate with restaurants to secure benefits or bookings when the member cannot themselves.

Requirements

Your Profile:

• relevant experience in hospitality, preferably within the dining industry
• Strong phone etiquette and excellent verbal, written, and interpersonal communication skills
• Enthusiastic about member engagement
• Proficient in administrative tasks and planning
• Skilled in using Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Available for full-time work (40 hours per week)
• Flexible to work a 5-day week, Tuesday to Saturday, between 07:00 - 22:00 SAST, including at least one late shift

Competencies

• Strong planning and organizational skills
• Results orientation
• Member focus
• Adaptability
• Teamwork
• Initiative and Pro-activity
• Attention to detail/accuracy
• Positive Outlook and Self-Confidence

Benefits

Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

All our employees also enjoy a range of benefits:

• Offer flexible work arrangements including Hybrid work possibilities
• Annual Leave of 15 days per annum, 20 days per annum from the second year and an additional 3 extra days of annual leave in their third year.
• One (1) month paid Sabbatical after 5 years of Service, without tapping into annual leave
• We also offer a company contribution towards medical aid, transport home for those working a late shift (applies to those who don't have a car).
• ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use.
• Access to lots of great travel and entertainment discounts as our clients members would!
• Global Team, with diversity at its core.
• Safe and secure offices located in Cape Town Foreshore, with complimentary off-street parking.
• Possibility of growth within a dynamic and international company

Who We Are

Ten Lifestyle Group is an AIM-listed global travel and lifestyle concierge company founded in 1998 by Alex Cheatle and Andrew Long. Delivering unique travel, entertainment and dining experiences to the world, Ten is a vital part of the customer engagement strategies of leading premium financial services and consumer brands. Today, millions of members have access to Ten’s services across lifestyle, travel, dining, entertainment and retail benefits on behalf of over fifty clients including HSBC, Bank of America, Westpac and Royal Bank of Canada.

As well as offering a private membership tier, Ten serves some of the most valuable customers of the world's leading private banks, premium financial services and luxury brands. Corporate clients use Ten’s services to acquire, engage and retain affluent, high-net-worth customers. The service drives critical customer metrics, including revenue growth and Net Promoter Score, and supports digital transformation initiatives.

Ten's partnerships are based on multi-year contracts which generate revenue through platform-as-a-service and technology fees. Its operations are underpinned by an increasingly sophisticated personalization platform comprising industry-first, proprietary technology, thousands of supplier relationships and 25 years of expertise delivered from 22 global offices. All Ten's services are made available to clients on either a white-label, co-branded, or affiliate partnership basis.

Looking ahead, Ten's strategy revolves around four key areas:

• Deliver a world-class member experience
• Invest in technology
• Expand contracts with new and existing clients
• Establish a foothold in new markets by leveraging its market-leading service proposition

For more information, please watch Ten's Growth Engine Video https://tenlifestylegroup.com/investors/#growth-en...

Commitment to Diversity

We encourage diverse philosophies, cultures and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline or terminate, will be based on merit, competence, performance and business needs.

"Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time."