Reservations & Guest Experience Concierge

Position Overview

Jacob’s & Co. Steakhouse is seeking a highly polished and detail-oriented Reservations & Guest Experience Concierge to join our front office team. This role is integral to delivering a seamless, elevated guest journey from the first point of contact through to departure.

The ideal candidate is a hospitality professional with a strong administrative foundation, exceptional communication skills, and a refined understanding of luxury service standards. This position requires a proactive, solutions-driven mindset with the ability to anticipate guest needs, manage high-volume inquiries, and uphold the brand’s reputation for excellence.

Key Responsibilities

Guest Relations & Reservations

• Manage all inbound reservation inquiries via phone, email, and online platforms with professionalism and efficiency
• Curate and oversee the reservations book to ensure optimal table utilization and flow of service
• Accurately input, update, and maintain detailed guest profiles, including preferences, special occasions, and VIP notes
• Provide clear and confident communication regarding availability, seating times, and dining expectations

Concierge-Level Service

• Act as the first point of contact for all guests, delivering a warm, polished, and personalized experience
• Anticipate guest needs and proactively offer tailored recommendations and solutions
• Coordinate special requests, celebrations, and guest accommodations with precision
• Liaise closely with front-of-house leadership, kitchen, and management to ensure seamless execution

Administrative & Operational Excellence

• Respond to all guest correspondence in a timely and professional manner
• Manage and prioritize large party and private dining inquiries (8–40 guests), ensuring proper follow-up and delegation
• Maintain accuracy and organization across all reservation systems and communication channels
• Support reporting, tracking, and documentation related to reservations and guest experience metrics

Standards & Accountability

• Uphold the highest standards of professionalism, appearance, and communication at all times
• Demonstrate strong attention to detail in all aspects of the role
• Take ownership of guest concerns, ensuring appropriate resolution and follow-through
• Contribute to a culture of accountability, teamwork, and continuous improvement

Qualifications & Experience

• Minimum 2–3 years of experience in a high-end hospitality or luxury service environment
• Strong proficiency in reservation platforms (OpenTable experience preferred)
• Exceptional verbal and written communication skills
• Highly organized with the ability to multitask in a fast-paced environment
• Strong problem-solving skills with a guest-first mindset
• Professional, polished, and composed under pressure

What We Offer

• Opportunity to be part of one of Toronto’s most renowned luxury dining destinations
• A culture rooted in excellence, accountability, and elevated service standards
• Growth and development within a high-performing hospitality team
• Competitive compensation based on experience