Food & Beverage Reservations Agent

Job Description

As the Food & Beverage Reservations Agent at Mondrian Gold Coast, you will be the first point of contact for guests looking to dine with us - setting the tone for exceptional experiences before they even arrive. You’ll be responsible for delivering a seamless reservation experience across our restaurant, bar, and event spaces, ensuring every interaction reflects the Mondrian brand’s commitment to sophisticated service and warm hospitality. In this role, you will: 

• Manage all reservation requests via phone, email, and online platforms using booking systems efficiently.

• Build strong guest relationships, especially with VIPs and return guests, noting preferences, dietary needs, and special occasions.

• Optimise table allocation and guest flow across venues through proactive reservation management.

• Send timely confirmations, follow-ups, and pre-arrival communications.

• Stay informed on venue offerings, menus, hours, promotions, and seasonal events.

• Address and resolve guest complaints promptly, escalating when necessary.

• Maintain expert knowledge of reservation systems and ensure accurate guest records.

• Manage waitlists and cancellations, offering alternatives to enhance guest satisfaction and revenue.

• Assist with training new team members on reservation procedures.

• Ensure compliance with security, payment, and confidentiality protocols.

ABOUT YOU 

You will have hospitality experience in a luxury hotel or fine-dining establishment with strong organisational skills - managing multiple tasks simultaneously. You will also have: 

• Impeccable attention to detail.
• Excellent communication and interpersonal skills, with a focus on delivering exceptional guest experiences.
• Ability to work effectively in a fast-paced, pre-opening environment, adapting to evolving needs and challenges.
• Experience with POS and reservation systems such as SevenRooms and Micros Simphony is highly advantageous.
• Able to work rotating shifts, including evenings, weekends, and public holidays.

Qualifications

• A Queensland Responsible Service of Alcohol (RSA) certification or willing to obtain one.