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Hello, we are Red Engine, the team behind the
award-winning global brands Flight Club and Electric Shuffle. We're obsessed
with disrupting the hospitality industry by creating and delivering the best
possible experience - across all venues, products and brands.
Our central team covers the full spectrum of skills needed to bring each
concept to life – from design to marketing, sales to interior design, people
and training, to finance, gaming and HR and everything in between. We’re
not just a team of people, we are dreamers, artists, rocket scientists, content
curators, forward thinkers and the industry’s finest. We love what we do and
are proud to be included in the Sunday Times Best Places to Work 2025.
With a total of 19 incredible venues throughout the
UK, and a further 16 around the globe, we have ambitious plans and are
passionate about developing new and exciting products, which means we’re always
growing and looking for passionate people to join the family.
The Job
Working as part of the Sales team and reporting to the Reservations Team Lead, the Reservations Coordinator is the front line for Red Engine’s sales team.
Accountable for fulfilling product and service requests, the Reservations Coordinator will know our products in depth and focus on maximising sales revenues through excellent client service. They will epitomise excellence in customer service and product knowledge from client enquiry to execution. Representing the voice of our brands, they will always embrace and live our values.
The role holder will have proven experience within a customer service or call centre environment and demonstrate a passion for helping to create exhilarating experiences for our guests.
To be successful in this role, you’ll:
* Enquiry Fulfilment & Client Services
Efficiently and politely handle a high volume of telephone, email and online booking enquiries for ‘Lucy’ products for groups of 2-40 guests, including Social Darts and Brunch Social bookings.
Maximize revenue by converting enquiries for B2C clients, recognizing and acting on opportunities to upsell venue services.
Ensure that all reservations are inputted onto the system accurately, following established procedures, with full and clear information.
Ensure all booking information is accurate and complete, including catering requirements, guest preferences, booking supplements, and payment details.
Complete any allocated daily tasks including missed call returns, follow-up management, etc.
Communicate our policies and terms and conditions to clients, ensure marketing permissions are obtained and recorded.
Follow process for passing on customer feedback to Team Lead.
Have an in-depth knowledge and understanding of the operation of the business including all products, packages, and menus to provide thorough responses to customer enquiries.
Liaise across departments and venues to ensure important client information is communicated to provide the best service.
Report service issues with telephone or booking systems via the helpdesk procedure.
To be successful in this role, you’ll have:
Strong interpersonal and communication skills.
A drive and passion for customer service, with knowledge of restaurant operations, guest relations, written and verbal English language skills.
Knowledge of IT systems (DMN preferred).
Excellent time management, organizational, and prioritizing skills. Ability to multitask and follow instructions.
Empathy and ability to understand customer viewpoints and provide customer service.
The ability to work well under pressure, maintaining a positive, solution-driven outlook.
Prior industry-related restaurant experience preferred.
What you'll get
* Competitive pay
* Annual bonus
* 33 days annual leave inclusive of Bank Holidays
* Fusion working (regularly in venues, in bright offices in Angel, or working from home on Thursdays)
* Staff discount in all venues (50% off Sunday, Monday, 25% off Tuesday – Saturday, and free game hire)
* Regular team socials and weekly lunch in venue
* Monthly learning and development classes, quarterly teambuilding events
* Summer and Christmas socials
* Help @ hand 24/7 health support
* Free access to therapy, nutritionists, and physiotherapists
Here at Red Engine, we believe our success begins and ends with our people. We are committed to a diverse culture where all our team feel respected and included. We acknowledge the power that diverse beliefs and perspectives can bring, and that a variety of voices strengthens our team, enhances creativity, and drives innovation. We welcome applications from candidates of all identities, including individuals of different races, ethnicities, genders, and sexual orientations. If you're passionate about contributing to a culture of inclusion and collaboration, please apply.
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