Lifestyle Management - Dining Reservations Agent

Lifestyle Management - Dining Reservations Agent Ten Lifestyle Group plc (TENG) is a leading global lifestyle concierge firm. Founded in 1998 in London, it has grown from a 20‑member service to a provider for over 50 corporate clients and millions of members worldwide. The company is listed on the AIM of the London Stock Exchange and aims to become the world’s most trusted concierge service. About the role We are seeking a passionate, detail‑oriented, service‑driven individual to join our elite team as a Dining Specialist. You will craft unforgettable culinary experiences for discerning members, securing reservations at Michelin‑starred establishments, chef tables, and exclusive pop‑ups. You’ll use your knowledge of the food & beverage industry and love of personalized service to exceed member expectations. Success in this role means Delivering outstanding customer service and personalized recommendations. Staying ahead of dining trends, seasonal menus, and industry developments. Collaborating with internal teams and preferred suppliers to meet departmental goals. Maintaining a sharp eye on competitor offerings and exclusive member privileges. Thriving in a fast‑paced environment where precision and timeliness are key. Key responsibilities Manage reservation requests for domestic and international restaurants. Serve members primarily via telephone and email, staying on calls for their full duration to ensure continuity and personalized service. Provide curated dining suggestions and alternatives when reservations are not possible, tailored to member preferences and account tier (UHNW vs. mass‑affluent). Follow up with members to confirm interest, answer questions, and finalize arrangements. Operational Excellence and SOP Enforcement Enforce standardized procedures for global Lifestyle Managers (LMs) submitting top‑tier dining requests, including accurate submissions, avoidance of duplicate outreach, and timely responses. Handle all communication with suppliers to obtain quotes or reservation details, reviewing all information before presenting it to members. Submit quotes and confirmations via CRM systems and ensure member payments and supplier transactions are processed accurately through the finance team. Cross‑Regional and Specialized Support Act as the primary U.S. contact for VIP and high‑touch dining requests from global offices, providing expert guidance and support. Manage additional specialized requests requiring deep knowledge of the NYC and U.S. dining scene, including general restaurant suggestions and trend‑based recommendations. Identify recurring issues or member pain points and elevate them to the U.S. Partnerships Manager as needed. Account Prioritization and Member Advocacy Set clear expectations with members, manage competing deadlines, and maintain ongoing communication throughout the request lifecycle. Always act in the best interest of the member, fulfilling requests in the most resourceful and intelligent way while following best practices. Knowledge and Relationship Management Maintain expert‑level understanding of Ten’s U.S. dining proposition and ensure consistent application across global teams. Stay informed on newly opened establishments, launched experiences, and developments in the assigned area of expertise, with enthusiasm for the dining industry. Represent the business externally at networking events, FAM trips, and trade shows to enhance Ten’s profile and industry relationships. Provide operational feedback to the U.S. Partnerships Manager to improve access strategies and support communication of new dining benefits to global teams. Reporting and Performance Meet monthly KPIs related to sales, Net Promoter Score (NPS), and service efficiency. Manage multiple concurrent requests and sourcing options from various suppliers, adapting to shifting priorities and completing tasks within defined timeframes. Requirements Minimum 2 years of experience in luxury dining, hospitality, or concierge services, with deep familiarity across the U.S. restaurant landscape—especially NYC’s top‑tier venues. Expert knowledge of high‑demand restaurants, including reservation policies, insider access strategies, and relationship management with elite dining partners. Exceptional organizational skills, capable of managing requests while maintaining accuracy, timeliness, and member satisfaction. Experience supporting high‑net‑worth individuals, tailoring dining experiences to their preferences, occasions, and expectations. Excellent communication and coordination skills, with the ability to guide global Lifestyle Managers on SOPs, escalation protocols, and member expectation management. Proficiency in Microsoft Office Suite (Word, Outlook, Excel) and comfort with CRM systems and reservation platforms (e.g., OpenTable, SevenRooms). Analytical mindset, with the ability to track request volume, conversion rates, and member outcomes, and report trends to the U.S. Partnerships Manager. Adaptability and poise under pressure, especially during off‑hours and urgent requests, following defined escalation paths and SOPs. Collaborative spirit, supporting cross‑regional teams and contributing to knowledge base upkeep, training materials, and operational feedback loops. Additional qualifications 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, tailoring communication to different audiences. Excellent English language skills, written and spoken; any second language is advantageous. Commitment to supporting the delivery of Ten’s environmental, social and governance goals and promoting policy adherence. Location Our U.S. offices in Las Vegas and New York (100% on‑site). Salary $55,000 – $63,000 per annum. Benefits Extended Health, Dental, Vision, and Telehealth. Employee Assistance and mental wellness resources. Travel offers and discounts on hotels, cruises, and rental cars. 22 days Paid Time Off (PTO) in the first year, increasing to 32 days by year four. 3 extra float days after three years of work. One month fully paid sabbatical every five years, in addition to PTO. Full catalogue of learning modules for personal and professional development. Discounts on pet insurance and other non‑travel perks. IATA card after 90 days providing travel discounts. Monetary loyalty rewards at 3, 5, and 10 years of service. Working holidays: ability to work from any of our 23 global offices for a short period. Equal Opportunity Employer Statement Ten Lifestyle Group is an Equal Opportunity Employer and encourages diversity and inclusion. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under law. Seniority Level Entry level Employment Type Full‑time Job Function Customer Service Industry Travel Arrangements #J-18808-Ljbffr Ten Lifestyle Group