Senior F&B Reservations Agent

Mandarin Oriental Hotel Group Limited; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury hotel group in Dubai is seeking a Senior F&B Reservations Agent to manage all dining reservations and enhance guest experiences. This role involves handling inquiries, coordinating bookings, and upselling offers. Candidates should have 1–2 years of high-end customer service experience and excellent communication skills. A competitive salary and benefits package are offered.

Benefits

Learning & Development programs

Complimentary stays with MOstay

Health benefits and wellness programs

Comfortable accommodation and meals

Competitive salary

Qualifications

• 1–2 years of experience in high-end customer service.
• Excellent communication and interpersonal skills.
• Fluency in spoken and written English; other languages are a plus.
• Highly organized and able to multitask.

Responsibilities

• Manage all food and beverage reservations and maintain booking systems.
• Provide personalized assistance to guest inquiries.
• Maximize booking conversions and upsell offers.
• Coordinate group/event bookings and maintain customer database.

Skills

Customer service experience

Excellent communication skills

Reservation management software

Fluency in English

Additional languages

Organizational skills

Tools

Microsoft Office Suite

Job description

About the job

Based at the Mandarin Oriental Downtown, Dubai within the Reservations Department in Dubai, the Senior F&B Reservations Agent is responsible for all customer reservations and queries received via telephone or emails for restaurant outlets. The role is the key point of contact for managing dining reservations across the Hotel’s restaurant and bar outlets while making sure each booking is entered into the system following Mandarin Oriental data and quality standards. Senior F&B Reservations Agent reports to the F&B Reservations Supervisor.

As a Senior F&B Reservations Agent, you will be responsible for the following duties:

• Manage all food and beverage reservations, ensuring accuracy, handling special requests, and maintaining booking systems.
• Provide personalized assistance to guest inquiries via phone and email to enhance their dining experience.
• Support operations and respond to guest issues in the absence of managers or supervisors, ensuring effective communication.
• Maximize booking conversions and upsell events, menus, and offers to drive revenue.
• Coordinate group/event bookings on time and maintain an accurate customer database.
• Stay updated with training, follow IT compliance policies, and work flexible rotational shifts as required.

As a Senior F&B Reservations Agent, we expect from you:

• 1–2 years of experience in high-end customer service, with direct interaction via phone or face-to-face.
• Excellent communication and interpersonal skills; professional interaction with guests and team members.
• Skilled in reservation/table management software and Microsoft Office Suite.
• Fluent in spoken and written English; additional languages (e.g., Arabic, Russian, Mandarin, German, French, Spanish) are a plus.
• Familiarity with food and beverage operations and current dining trends is beneficial.
• Highly organized, detail-oriented, and able to multitask in fast-paced environments.

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.
• Colleague Comfort and Convenience: Benefit from comfortable accommodation, a duty transportation, and duty meals to ensure your work experience is both enjoyable and hassle-free.
• Competitive Salary and Benefits: We offer a competitive salary and an attractive benefits package, fully aligned with UAE industry standards, to ensure your financial well-being and stability.

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