Remote Customer Service & Reservations Agent – Luxury Restaurants (U.S. Hours)

EVOC is a growing luxury hospitality group based in Naples, Florida, United States of America. We take pride in serving our guests through Sails Restaurant, Butcher Private, Omasava, The Cellar, and our upcoming concept, Sava.

Due to our rapid expansion, we are seeking a Remote Customer Service & Reservations Agent to join our team.

You will be the first point of contact for guests calling our restaurants. You will answer enquiries, manage restaurant reservations, and provide accurate information about our venues and dining experiences.

Key Responsibilities

• Answer incoming telephone calls promptly and professionally
• Take new restaurant reservations and accurately record all relevant information
• Maximise restaurant bookings 
• Offer alternative dates, times, or EVOC venues when a guest’s first choice is unavailable
• Assist guests with reservation amendments and cancellations
• Respond to enquiries about our restaurants, menus, opening hours, dress codes, locations, and dining experiences
• Maintain accurate, complete, and up-to-date guest and reservation information within the company’s database and reservation system
• Record special requests, dietary requirements, preferences, and other important guest information accurately
• Liaise closely with restaurant management regarding reservations, availability, special requests, VIP guests, and other guest enquiries
• Escalate relevant issues or unusual requests to the management
• Assist with related administrative and customer-service tasks when required
• Represent EVOC and its restaurants to the highest professional standard
• Reference: O54m4kVDyKsSqKZlJeoyeIV6aOktZ_n1m46h8Gc96hBqvpxAVGfa069DoeIHCFhT

About You

• Excellent spoken and written English is essential
• Previous experience using the OpenTable reservation system would be highly advantageous
• Clear, confident, and professional telephone manner
• Previous experience in customer service, hospitality, restaurant reservations, reception, or a call centre is preferred
• Patient and comfortable communicating with a wide range of guests
• Able to remain calm and professional when handling challenging enquiries
• Proficient in Microsoft Office, including Word, Excel, and Outlook
• Comfortable working independently in a remote environment
• High energy with a positive, can-do attitude
• Able to handle sensitive information with discretion and maintain strict confidentiality

Essential Working-Hours Requirement

Candidates must be available to work according to U.S. Eastern Time and in line with restaurant operating hours in Florida.

The required working schedule will include shifts ending as late as 9:00 p.m. Florida time. This normally corresponds to approximately 3:00 a.m. in Serbia and Montenegro.

Please apply only if you can and are willing to work these late-night hours regularly. Availability during these hours is an essential and non-negotiable requirement of the position.

Remote-Working Requirements

You must have:

• A reliable computer
• A stable, high-speed internet connection
• A suitable headset
• A quiet and professional working environment without background noise
• A reliable telephone connection, where required

Role Details

• This is a fully remote position
• The role is offered on an independent contractor/freelance basis
• The successful candidate will be engaged as a self-employed contractor
• The contractor will be responsible for managing and paying their own taxes, social contributions, and any other local obligations in their country of residence
• Payment will be made monthly in U.S. dollars (USD), based on submitted invoices
• The successful candidate must be available to work in alignment with U.S. Eastern Time and the operating hours of our restaurants.

If you are looking to join a fast-growing luxury hospitality group and contribute to a high-performing, world-class team, we would love to hear from you.