We are looking for an experienced Senior Reservations Agent to join our central Reservations team at Azumi Group. Based in our London Head Office, this role plays a key part in delivering exceptional guest experiences across the Zuma brand and wider Azumi portfolio.

As a Senior Reservations Agent, you will support the smooth day-to-day running of the reservations department, acting as a role model for the team while consistently delivering the highest standard of customer service.

Main Duties

Your key responsibilities will include:

• Handling guest calls, emails and online enquiries efficiently, ensuring all reservations are accurately processed in the system
• Maintaining in-depth knowledge of our brands, opening times, products and services
• Recognising, acknowledging and accommodating regular guests and VIPs
• Reconfirming bookings and proactively managing amendments, cancellations and special requests
• Upselling alternative dining times, sister restaurants and premium experiences where appropriate
• Supporting daily operational tasks within the reservations office
• Managing guest feedback and complaints promptly and professionally, escalating where necessary
• Acting as a positive role model, supporting, coaching and mentoring junior team members
• Training and onboarding new starters
• Ensuring clear handovers between shifts and adherence to opening and closing procedures
• Maintaining strong communication with internal departments and operational teams

What We Look For

• Proven experience in a Reservations, Guest Services or Customer Experience role within hospitality
• Strong knowledge of reservations systems and processes
• Excellent communication skills, with a calm, professional and guest-focused approach
• Highly organised, detail-oriented and able to prioritise effectively in a fast-paced environment
• A team player who leads by example and supports others to succeed
• A genuine passion for hospitality, dining experiences and premium service

Benefits

As part of our team, you’ll enjoy:

• World-class training designed to inspire and develop your career
• Global opportunities across our five international brands
• Rewards & Recognition, celebrating your contribution to our success
• Exclusive dining discounts across the entire Azumi collection
• Access to our employee assistance programme, Health Assured
• Cycle to Work scheme and season ticket loans

About Us

Azumi Group is an award-winning restaurant group bringing modern, vibrant dining experiences to iconic destinations worldwide. Founded in 2002 with the opening of Zuma London, followed by the creation of ROKA in 2004, Azumi has grown into an internationally celebrated collection. With over 20 Zuma locations & multiple ROKA venues globally, our portfolio continues to grow, each venue offering a distinctive, memorable experience. In addition to Zuma and ROKA, our collection proudly includes standout concepts – Oblix, ETARU, and INKO NITO.

Our Commitment to Inclusivity

We are an equal opportunities employer and welcome all applicants. If you require any assistance to make the recruitment process more accessible, please let a member of our Talent Acquisition team know.

We are looking for an experienced Senior Reservations Agent to join our central Reservations team at Azumi Group. Based in our London Head Office, this role plays a key part in delivering exceptional guest experiences across the Zuma brand and wider Azumi portfolio.

As a Senior Reservations Agent, you will support the smooth day-to-day running of the reservations department, acting as a role model for the team while consistently delivering the highest standard of customer service.

Main Duties

Your key responsibilities will include:

• Handling guest calls, emails and online enquiries efficiently, ensuring all reservations are accurately processed in the system
• Maintaining in-depth knowledge of our brands, opening times, products and services
• Recognising, acknowledging and accommodating regular guests and VIPs
• Reconfirming bookings and proactively managing amendments, cancellations and special requests
• Upselling alternative dining times, sister restaurants and premium experiences where appropriate
• Supporting daily operational tasks within the reservations office
• Managing guest feedback and complaints promptly and professionally, escalating where necessary
• Acting as a positive role model, supporting, coaching and mentoring junior team members
• Training and onboarding new starters
• Ensuring clear handovers between shifts and adherence to opening and closing procedures
• Maintaining strong communication with internal departments and operational teams

What We Look For

• Proven experience in a Reservations, Guest Services or Customer Experience role within hospitality
• Strong knowledge of reservations systems and processes
• Excellent communication skills, with a calm, professional and guest-focused approach
• Highly organised, detail-oriented and able to prioritise effectively in a fast-paced environment
• A team player who leads by example and supports others to succeed
• A genuine passion for hospitality, dining experiences and premium service

Benefits

As part of our team, you’ll enjoy:

• World-class training designed to inspire and develop your career
• Global opportunities across our five international brands
• Rewards & Recognition, celebrating your contribution to our success
• Exclusive dining discounts across the entire Azumi collection
• Access to our employee assistance programme, Health Assured
• Cycle to Work scheme and season ticket loans

About Us

Azumi Group is an award-winning restaurant group bringing modern, vibrant dining experiences to iconic destinations worldwide. Founded in 2002 with the opening of Zuma London, followed by the creation of ROKA in 2004, Azumi has grown into an internationally celebrated collection. With over 20 Zuma locations & multiple ROKA venues globally, our portfolio continues to grow, each venue offering a distinctive, memorable experience. In addition to Zuma and ROKA, our collection proudly includes standout concepts – Oblix, ETARU, and INKO NITO.

Our Commitment to Inclusivity

We are an equal opportunities employer and welcome all applicants. If you require any assistance to make the recruitment process more accessible, please let a member of our Talent Acquisition team know.