F&B Reservations Agent

Mandarin Oriental Hotel Group Limited; Dubai; On-site; AED 60,000 - 75,000; Full time

Job summary

A luxury hotel in Dubai is seeking an F&B Reservations Agent to join their Food and Beverage Administration team. The role involves managing customer bookings, handling queries, and contributing to revenue objectives. The ideal candidate will have 1-2 years of high-end customer service experience, strong communication skills, and proficiency in Microsoft Office. The position also offers unique learning and development programs, a competitive salary, and wellness benefits.

Benefits

Complimentary hotel stays for employees

Health benefits and wellness programs

Unique learning and development programs

Competitive salary and benefits packages

Qualifications

• 1-2 years of experience in a high-end customer service role.
• Ability to communicate effectively with various customer profiles.
• Demonstrates good knowledge of a table management/reservation system.

Responsibilities

• Complete customer and guest booking requests effectively.
• Handle customer queries and escalations via phone and email.
• Maximize booking conversions to contribute to revenue objectives.
• Upsell and promote all restaurants to guests.

Skills

High-end customer service

Effective communication

Proficiency in Microsoft Office

Table management/reservation system knowledge

Fluent in English

Team player

Additional languages (Arabic, Russian, etc.)

Job description

Overview

Mandarin Oriental Jumeira, Dubai is looking for a F&B Reservations Agent to join our Food and Beverage Administration team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

With a pristine oceanfront setting, Mandarin Oriental Jumeira, Dubai is a stylish urban resort overlooking the clear blue waters of the Arabian Gulf and Dubai’s glittering skyline, which is dominated by Burj Khalifa, the tallest building in the world. The hotel's beachfront location and open-air facilities are designed to bring a new level of relaxed luxury to the city.

Role summary

As F&B Reservations Agent, Food and Beverage Administration, you will be responsible for the following duties:

• Complete customer and guest booking requests for Mandarin Oriental, Jumeira using Mandarin Oriental Standards for Data Entry, Email Quality & Call Quality
• Proactively handle customer queries and escalations through telephone and email
• Contribute to revenue objectives through maximising booking conversions
• Where appropriate upsell and promote all restaurants to guests
• Ensure group and event booking requests are completed and handed to team in agreed time scales
• Keep up to date with information and training required to complete role effectively
• Flexibility to work to demands of the business including rotational shifts
• Maintain the integrity and accuracy of Mandarin Oriental Jumeira restaurants customer data base
• Actively demonstrate and comply with Mandarin Oriental Jumeira IT security and compliance policy
• Any other duties as may reasonably be requested by the management

What we expect from you

• 1-2 years’ experience in high end customer service role and dealing directly with customers face to face or over the phone (essential)
• Communicate effectively with various customer profiles to deliver their expectations (essential)
• Demonstrate good knowledge of Microsoft Office (essential)
• Fluent in English – spoken and written (essential)
• Team player
• Demonstrates good knowledge of a table management/reservation system
• Additional languages are desirable (especially Arabic, Russian, Mandarin, German, French, Spanish)
• Experience in F&B industry

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Health & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• A competitive salary and benefits packages

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