Lifestyle Management - Dining Reservations Agent

About the company: 

Ten was founded in 1998 in London, UK by Alex Cheatle and Andrew Long, driven by a clear and lasting vision: to deliver an unrivalled, personalized, and trusted service that empowers members to get the most out of life. That same commitment to excellence and meaningful service continues to guide everything we do today.  

The business began providing a lifestyle concierge service to just 20 members in London. As its reputation, contacts and expertise grew, Ten’s footprint and competence grew, making it one of the leading Lifestyle Management companies in the world. Today, Ten has more than 50 corporate clients- and employee-loyalty programs and runs private membership services for millions of members worldwide. Ten Lifestyle Group plc (Symbol: TENG) has been listed on the Alternative Investment Market (AIM) of the London Stock Exchange since November 2017. Our vision is to become the world’s most trusted concierge service.  

About the role: 

We are seeking a passionate, detail-oriented, and service-driven individual to join our elite team as a Dining Specialist. In this role, you will be at the forefront of crafting unforgettable culinary experiences for our discerning members. Our team of Lifestyle Managers specializes in curating bespoke travel and entertainment itineraries, and as a Dining Specialist, your focus will be on securing reservations at the world’s most sought-after restaurants and uncovering hidden gastronomic gems.

You’ll work closely with our global network of hospitality partners to deliver exceptional dining experiences—from Michelin-starred establishments to exclusive chef’s tables and trending culinary pop-ups. Your deep knowledge of the food and beverage industry, combined with your flair for personalized service, will ensure our members enjoy seamless, memorable moments that exceed expectations.

Success in this role means:

• 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.

If you have a refined palate, a love for hospitality, and a drive to create extraordinary experiences, this is your opportunity to shine.

Key responsibitilies:

• 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.

Operational Excellence and SOP Enforcement

• 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 all member payments and supplier transactions are processed accurately through the finance team.

Cross-Regional and Specialized Support

• Act as a 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 escalate to the U.S. Partnerships Manager as needed.

Account Prioritization and Member Advocacy

• 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.

Knowledge and Relationship Management

• Maintain expert-level understanding of Ten’s U.S. dining proposition and ensure consistent application across global teams, driven by a genuine passion for exceptional culinary experiences.
• Stay informed on newly opened establishments, launched experiences, and developments in the assigned area of expertise, with a strong 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, showcasing your dedication to the world of dining.
• Provide operational feedback to the U.S. Partnerships Manager to improve access strategies and support communication of new dining benefits to global teams, fuelled by your commitment to delivering outstanding dining experiences.

Reporting and Performance

• 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 timeframes.

• 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 (e.g., Carbone, Tatiana, The Polo Bar).
• Expert knowledge of high-demand restaurants, including reservation policies, insider access strategies, and relationship management with elite dining partners.
• Exceptional organizational skills, capable of managing requests while maintaining accuracy, timeliness, and member satisfaction.
• Experience supporting high-net-worth individuals, tailoring dining experiences to their preferences, occasions, and expectations.
• Excellent communication and coordination skills, with the ability to guide global Lifestyle Managers (LMs) on SOPs, escalation protocols, and member expectation management.
• Proficiency in Microsoft Office Suite (Word, Outlook, Excel) and comfort with CRM systems and reservation platforms (e.g., OpenTable, SevenRooms).
• Analytical mindset, with the ability to track request volume, conversion rates, and member outcomes, and report trends to the U.S. Partnerships Manager.
• Adaptability and poise under pressure, especially during off-hours and urgent requests, following defined escalation paths and SOPs.
• Collaborative spirit, supporting cross-regional teams and contributing to knowledge base upkeep, training materials, and operational feedback loops.

Work location - We are hiring for both offices in Las Vegas & New York (100% on site job)

Additional qualifications 

• A passion for working in a business that places members and customer service at their core as well as commercial success. 

• A natural communicator who always takes the time to keep their colleagues informed and up to date and always considers the best way to tailor communication to different audiences  

• Excellent English language skills, both written and spoken and any second language is always an advantage. 

• Commitment to supporting the delivery of Ten’s environmental, social and governance goals, and promoting policy adherence. 

Aside from regular Extended Health, Dental, Vision and Telehealth we have other benefits listed below: 

• Employee Assistance and mental wellness resources 

• Travel offers from a variety of sources that allow great discounts on hotels, cruises, and rental cars. These vary by location. 

• 22 days of Paid Time Off your first year and maxing out at 32 days per year in your 4th year (based on a 40hr work week). 

• 3 extra float days after 3 years of work. 

• One month off, fully paid sabbatical every 5 years of work, in addition to your Paid Time Off days. 

• Full catalogue of learning modules that cover a wide range of categories for personal and professional development 

• Discount on Pet Insurance and a variety of other non-travel perks and discounts 

• IATA card after 90 days which gives access to travel discounts 

• Monetary loyalty rewards at 3yrs, 5yrs, and 10 years of service 

• Working Holidays: Ability to work from any of our 23 global offices for a short period of time 

 DE & I Statement 

 Widespread acceptance for every person. We encourage diverse philosophies, cultures, and backgrounds. We praise diversity and are dedicated to creating an inclusive work environment for our employees. This idea ties the Ten teams together. Ten is honored to be an Equal Opportunity Employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law