Dining Reservationist

Faena Group; Miami Beach, Northern (FL, KY); Hybrid; USD 32,000 - 52,000; Full time

Job summary

Faena Group is seeking an attentive Reservations Agent to handle Food and Beverage reservations across Faena venues in Miami. You will manage inquiries, changes, and cancellations with prompt, courteous service and document guest preferences and occasions in the system.

You will need strong guest relations skills, excellent communication, and the ability to work within established policies to ensure a seamless guest experience across all Faena venues.

Qualifications

• Provide prompt, courteous handling of all reservations and information.
• Maintain complete knowledge of policies and procedures.
• Demonstrate positive guest relations and effective communication.

Responsibilities

• Maintain complete knowledge of departmental policies and procedures.
• Process all food and beverage reservation requests and changes.
• Verify reservation details and communicate confirmations or cancellations to callers.
• Input and update guest information and special requests in the system.
• Monitor wait lists and manage group reservations as needed.
• Document guest occasions and special information for reservations.
• Maintain cleanliness, organization and proper operation of the work area.
• Access guest history records to provide personalized service.

Job description

The FAENA Movement is one of culture, art and community. The FAENA Culture is steeped in the warmth and traditions of the south combining authentic and attentive hospitality with the world’s finest amenities. We act as a catalyst in making dreams a reality with the collaboration of ideas. Creating carefully curated spaces paired with excellence in service to delight the most sophisticated guests as they are indulged by the FAENA Culture.

JOB OVERVIEW

Provide prompt, courteous and efficient handling of all requests for Food and Beverage reservations, changes, cancellations and information from the different Faena venues.

DUTIES AND RESPONSIBILITIES

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Access all functions of the computer system.
• Maintain complete knowledge of:
• Seat numbers, venue room capacity, hours of operation and availability.
• Any special events, or promotions happening in the different venues/restaurants.
• Set up work station with necessary supplies and resource materials.
• Process all food and beverage reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies.
• Ascertain callers' needs through open-ended questions.
• Document in reservations any special information or occasion such as birthdays, anniversaries, etc.
• Obtain all designated information to book a reservation.
• Accommodate special requests and designate such in system.
• Access guest history records to best service guests; maintain accurate information in guest history files.
• Verify availability. Suggest alternate dates for sold-out dates.
• Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
• Verify all reservation information with caller to ensure accuracy.
• Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).
• Document all information for manual reservations on designated form.
• Input all manual reservations into the system.
• Create individual files and group masters with designated information for each reservation or group dinning reservations.
• Input group lists.
• Review group resumes and convey all pertinent information in the system to appropriate personnel.
• Monitor and maintain wait lists daily.
• Process requests for mailing brochures, correspondence and package information.
• Compile and maintain information for daily/weekly/monthly reports.
• Review status of assignments and any follow-up action with on-coming Agent.

PHYSICAL ABILITIES

• Ability to lift up to 25 pounds
• Ability to move safely in uneven terrain or in confined spaces.
• Ability to see and respond to dangerous situations.
• Ability to remain in stationary position for 8 hours or more.
• Satisfactorily communicate with guests, management and co-workers to their understanding