Your Role
SUSHISAMBA Group is seeking an experienced and guest-focused Reservations Agent to join our dynamic team.
As a Reservations Agent, you’ll be the first point of contact for our guests, shaping their experience from the very beginning. You will manage reservation requests across all SUSHISAMBA and Duck & Waffle UK locations, ensuring seamless communication, accurate booking management, and exceptional service at every touchpoint. You’ll utilise expert knowledge of our venues, menus, availability, and guest policies to provide clear guidance and outstanding hospitality.
Your Rewards
We believe in recognising your commitment and dedication. As a Reservations Agent, you will enjoy:
* Highly competitive salary
* 50% discount on food and beverage for up to 6 guests at SUSHISAMBA® or Duck & Waffle restaurants
* 28 days’ holiday allowance
* Cycle to Work scheme
* ‘Refer-a-friend’ cash incentive
* Employee of the Month rewards
* Internal training and career development opportunities
* Pension scheme with employer contributions
* Annual staff awards ceremony and party
Your Responsibilities
* Deliver prompt, warm, and professional communication across phone, email, WhatsApp, and online enquiries
* Follow brand-approved scripting and templates to ensure consistent guest experience
* Manage and record reservations accurately in SevenRooms, adhering to booking rules, deposit policies, and guest notes
* Support venue teams by clearly communicating booking details, guest preferences, and special requests
* Handle guest queries, menu information, availability checks, and policy explanations with confidence and clarity
* Contribute to smooth daily operations by following established processes, upholding brand standards, and maintaining data accuracy
Your Requirements
We would love you to have:
* Availability to work evenings (until 7:30pm), weekends, and most holidays
* Ability to work any of the office shift patterns:
* 8:30am–5:00pm
* 9:30am–6:30pm
* 10:00am–7:15pm
* Excellent communication skills with strong spoken and written English
* Confident telephone manner and ability to handle high call/email volumes professionally
* Experience using IT systems; SevenRooms experience highly preferred
* Strong multi-tasking skills and the ability to work effectively under pressure
* High level of organisation, accuracy, and attention to detail
* Reliability, punctuality, and a proactive attitude
* Prior reservations or restaurant/hospitality experience (preferred)
Work Location
Based at the SUSHISAMBA Group head office in Liverpool Street, this role supports all UK venues, including SUSHISAMBA Heron Tower, SUSHISAMBA Covent Garden, Duck & Waffle London and Duck & Waffle Edinburgh.
Our mission is to create extraordinary venues, deliver multi-sensory dining experiences, set trends within the global hospitality scene, and place culinary excellence at the heart of everything we do.