Food & Beverage Reservations Agent

SLS; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading hotel brand in Dubai seeks a motivated individual to manage restaurant reservations and assure top-notch customer service. The role requires effective communication and the ability to handle inquiries, ensuring guest satisfaction. Ideal candidates possess strong teamwork skills and have experience with restaurant operations and reservation systems.

Qualifications

• Knowledge of customer service evaluation principles.
• Proficient in English and local language.
• Ability to manage tasks effectively.

Responsibilities

• Handle restaurant reservations and guest inquiries professionally.
• Promote loyalty programs to guests.
• Ensure reservation accuracy in booking reports.

Skills

Customer service principles

Effective communication skills

Knowledge of restaurant promotions

Basic computer skills

Teamwork and cultural sensitivity

Ability to multitask

Education

College diploma or relevant certification preferred

Tools

Micros

Opera

SevenRooms

Job description

Job Description

• Adhere to the Hotel’s policies and department standards, maintaining awareness of the company's work ethics and code of conduct.
• Represent the department and the hotel through appropriate grooming and attitude.
• Understand the principles of Ennismore to achieve guest satisfaction and maximize revenue by converting inquiries into sales.
• Be knowledgeable about hotel products and services, and identify sales opportunities.
• Handle online bookings, emails, and phone calls related to restaurant reservations; stay updated on hotel events.
• Use flexible sales techniques to offer the right product to the right customer at the right time.
• Review booking reports and ensure reservation accuracy.
• Keep all equipment clean and in good working condition; report issues immediately to management.
• Actively promote loyalty programs.
• Address customer concerns or complaints related to F&B and reservations, and resolve any issues.
• Handle inquiries from guests professionally and courteously, from greeting to transaction closing.
• Stay updated on current F&B promotions, deals, and partnerships; be prepared to explain them to guests.
• Provide personalized service, anticipating guest needs to foster loyalty.
• Assist other departments as needed and maintain cooperative relationships with colleagues.
• Prepare proposals, invoices, and bills for special F&B events and group bookings; process payments promptly.
• Ensure guests are aware of legal age requirements for alcohol consumption.
• Support the hostess in welcoming and seating guests, especially during busy periods.
• Assist with special projects and hosting client site visits when required.
• Provide guests with information about hotel facilities and local attractions, including directions.
• Follow hotel health, safety, and security policies; participate in sustainability initiatives.
• Work hours are based on business demand, with overtime paid at management discretion.
• Perform duties as assigned by supervisors.
• Maintain and update operational records and report promptly.
• Follow government and hotel regulations in handling complaints and lost and found procedures.
• Maintain regular attendance and participate in training sessions and meetings.

Qualifications

• Knowledge of principles and processes for providing customer service, including needs assessment and satisfaction evaluation.
• Effective speaking, listening, and writing skills; proficiency in English and local language.
• Knowledge of restaurant information and promotions.
• Basic computer skills, including familiarity with Micros, Opera, and SevenRooms.
• Ability to manage multiple tasks, prioritize, and adapt to changes.
• Professional teamwork skills with sensitivity to cultural diversity.
• Willingness to learn new skills and techniques.
• Participate in service activities as required.
• Follow instructions from the Outlet Manager.
• Provide efficient and friendly service, anticipating guest needs to maximize sales.
• Keep daily reports accurate and up to date.
• Possession of a college diploma or relevant certification is preferred.