Caruso’s – Reservationist | Rose Wood

January 10, 2024

Job Description

Overview: The Reservationist will closely cooperate with the FOH Management, Hosts, and Culinary Team in every aspect of guest service, including taking, confirming, and handling reservations & special requests for the restaurant. The Reservationist will provide fast, friendly, professional, and responsive customer service.

Essential Duties and Responsibilities:

  • Ensure all phone calls are answered promptly and within two rings.
  • Maintain complete knowledge of and comply with all departmental policies, menus, service procedures, and standards.
  • Maintain complete knowledge of resort & restaurant safety standards.
  • Identify and anticipate guests’ preferences and needs.
  • Identify and properly notate all dietary restrictions.
  • Confidentially obtain & maintain personal client information: food aversions, telephone number, e-mail address, web address, credit card information, etc.
  • Maintain complete knowledge of other resort outlet menu offerings, hours of operations, & other pertinent information.
  • Communicate directly with the MOD and update them on the dynamics of the reservations, delays, special requests, and cancellations.
  • Ensure appropriate language is always used when speaking to guests; use guidelines issued during training.
  • Maintain a complete and thorough understanding of Forbes standards pertaining to reservations.
  • Ascertain and communicate the details of guests’ inquiries to the proper departments.
  • Maintain and organize guest profiles in SEVENROOMS, adding and removing tags as necessary.
  • Compile a daily VIP list for the restaurant team.
  • Performs other job-related duties as assigned.

(Daily duties)

  • Keep the working environment clean, tidy, and presentable.
  • Perform all assigned opening and closing duties.
  • Use SEVENROOMS when taking reservations and checking on current or future. reservations; ensure accuracy when entering data into SEVENROOMS.
  • Arrange for custom menus, florals, special requests, etc.
  • Ensure all bookings and confirmations are handled properly and on time.
  • All no-show customers are contacted and, if necessary, charged the no-show fee.
  • All emails and text messages are read and replied to in a timely manner.
  • All complaints are forwarded to the General Manager.
  • Store data securely, continuously, and systematically.
  • Determine the needs and preferences of our guests and ensure that these needs are fulfilled.
  • Provide daily count on tasting menus pre-selected and prepare Amenity Bags for service.
  • Complete all administrative duties competently, efficiently, and thoroughly.

(Additional duties)

  • Be fully conversant with every aspect of Rosewood Miramar Beach’s emergency procedures.
  • Be able to explain any and all resort offerings confidently.
  • Attend staff meetings, including pre-shift meetings.
  • Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint) and Canary.
  • Ensure confidential documents are kept in a secured area.
  • Properly dispose of confidential documents containing any personally identifiable information via shredding or pulverization.
  • Remain up to date with all media and be aware of all relevant events around the resort.
  • Complete any other task as assigned.

(Required knowledge)

  • Know the pacing guidelines of the restaurant and ensure they are followed properly.
  • Be aware of all menu offerings and be able to make basic food and cocktail recommendations to guests.
  • Be aware of all reservations and restaurant policies, including but not limited to photography, dress code, and fees to which guests may be subject (e.g., cancellation fees, cake fees, and corkage fees).
  • To be able to provide directions to and from the resort.

Specific job knowledge, skills, and abilities:

  • Excellent verbal and written communication skills.
  • Ability to work well under pressure and in a fast-paced environment.
  • Thorough knowledge of restaurant operations, including food, beverage, service techniques, and guest interaction.
  • Considerable skill in math and algebraic equations using percentages.
  • Ability to walk, stand, and/or bend continuously to perform essential job functions.
  • Ability to communicate in English, both orally and in writing, with guests and employees, some of whom require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve problems.
  • Ability to work under pressure and deal with stressful situations during busy periods.
  • Ability to access and accurately input information using a moderately complex computer system.


  • At least one year in a related field is required; Restaurant experience is preferred.

Licenses or certification:

CA Food Handler’s Certification, Responsible Beverage Service Training, and Alcohol Beverage Control Server ID.

The pay scale for this position is between $20.00 and $21.00/hour, plus upsell incentives. This is the pay range for this position that the Hotel reasonably expects to pay.