Food and Beverage Reservations Agent

Job Description

• Adhere to the Hotel’s policies and the department’s standards of operation and be aware of the company’s work ethics and code of conduct.

• Represent the department and the Hotel through grooming and right attitude.

• Understanding Principles of Ennismore in achieving guest satisfaction and working standards to maximize revenue through the conversion of guest inquiries to actual sales.

• Be fluent in Hotel products and Services and identify sales opportunities

• Handle online bookings, emails and phone calls related to restaurant reservations and be updated on the hotel happenings.

• Be flexible in sales technique through offering right product to the right customer at the right time.

• Review Booked Report and reservation accuracy.

• Keep all equipment clean and in good working condition and reporting problems immediately to the Manager for action.

• Actively participate in promoting loyalty programs.

• Check and take necessary details with customers who has concern or complaint related to F&B and reservation to act and correct any problems.

• Handle customer call, personal or email inquiries professionally and in courteous manner from the first greetings up to closing the transaction with the guest.

• Have a sound knowledge and always be updated with the current F&B activation, Promotions, Deals and Partnership and be ready to explain the items upon request to assist the guests in making decision.

• Provide personalized service to guests and anticipate their needs that can lead to guest loyalty.

• Extend assistance to other departments if required or necessary, develop and maintain corrective and cooperative working relationship with colleagues.

• Prepare the Proposal, Proforma Invoice and bill by online payment, card or cash, for special F&B Events and Group bookings. Present it in professional manner, collect payment from the guests and return credit cards or change along with the receipt promptly.

• Clarify with guest the minimum age requirements for consumption of alcoholic beverages in accordance to government regulations.

• Assist the Hostess in welcoming and seating the guests, answering calls, taking reservations especially during busy days and peak hours.

Qualifications

• Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

• Ability to speak, listen and write effectively. Good knowledge of the English (and local) language which is the primary language used in the hotel.

• Knowledge of all restaurant information and promotion.

• Basic understanding of computer and computer software including Micros, Opera and seven rooms.

• Ability to manage multiple assignments and tasks, set priorities, and adapt to changing conditions and work assignments.

• Be able to work with others in professional manner whilst achieving common goal and demonstrate sensitivity and awareness of workforce diversity in a multicultural setting.

• Willingness to learn new skill and technique necessary to perform the expected responsibilities related to the position