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.

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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 time frames.

• 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,…