Central Reservations Agent- MAISON COUCOU- Gibraltar

The Venue

Maison CouCou, created by entrepreneur Yossi Eliyahoo of The Entourage Group, is a stylish all-day dining destination that combines modern hospitality with the timeless charm of French-inspired cuisine. Offering a refined yet welcoming atmosphere, the restaurant serves contemporary French classics and international favorites, all crafted with high-quality ingredients and paired with carefully selected wines, signature cocktails, and premium beverages.

Designed as a place where guests can relax, connect, and celebrate, Maison CouCou provides the perfect setting for everything from casual lunches to lively evening gatherings. As the day transitions into the evening, curated music and warm hospitality create a vibrant ambiance where guests can unwind, socialize, and enjoy a memorable dining experience with a distinct French touch.

The Job

As a Central Reservations Agent, you are responsible for delivering exceptional service to our guests from the very first point of contact. You are the voice of our restaurants, handling reservations, answering guest inquiries, and ensuring every booking is managed accurately and efficiently. You provide a warm, professional, and personalized experience while helping guests with reservation requests, special occasions, and general information.

Ultimately, you'll ensure that every guest interaction reflects our high hospitality standards and contributes to an unforgettable dining experience before guests even arrive. For this role, you should have excellent communication skills, a passion for hospitality, and thrive in a fast-paced, team-oriented environment.

Video of our brand: THE ENTOURAGE GROUP VIDEO

Responsibilities

• Manage reservations across multiple restaurants using the reservation management system

• Answer incoming phone calls, emails, and online inquiries in a professional and friendly manner

• Assist guests with reservation requests, modifications, cancellations, and special requests

• Provide accurate information about our restaurants, menus, opening hours, and policies

• Coordinate with restaurant management to optimize table availability and guest flow

• Ensure all guest details and reservation notes are entered accurately into the system

• Handle large group bookings and coordinate with the relevant restaurant teams when required

• Maintain clear communication with restaurant teams regarding VIP guests and special occasions

• Resolve guest inquiries and complaints efficiently while maintaining a positive attitude

• Deliver outstanding guest service with every interaction and represent the company professionally

  Requirements

• Previous experience in reservations, hospitality, front office, or guest relations is preferred

• Excellent verbal and written communication skills

• Strong organizational and multitasking abilities with great attention to detail

• Customer-focused with a genuine passion for hospitality

• Ability to remain calm and efficient in a fast-paced environment

• Confident using reservation systems and basic computer applications

• Strong problem-solving skills and a proactive mindset

• Positive attitude and ability to work both independently and as part of a team

• Flexibility to work evenings, weekends, and holidays when required

• Fluent in spoken and written English (Spanish is a plus)

Benefits

• In-house training

• Annual in-house experience within the Sircle Collection hotels

• Hotel staff discounts within the Sircle Collection hotels

• 25% staff discount throughout THE ENTOURAGE GROUP restaurants

• Refer a friend bonus

• Paid Moving Day

• HACCP Training

Interested?

Please apply via the "apply for this job" button below and make sure you fill in our application form.

If you have any questions regarding this application, please contact us via email.