Luxury Dining Reservations Specialist

FAENA; Miami Beach (FL); On-site; USD 38,000 - 48,000; Full time

Job summary

FAENA in Miami Beach is seeking a Reservations Associate to provide prompt, courteous handling of Food and Beverage reservation requests across Faena venues. You will ensure accurate data entry, maintain guest history records, and communicate policies clearly to guests.

The role requires maintaining up-to-date knowledge of seating capacities, event schedules, and promotions, while delivering exceptional service and managing wait lists and daily reports.

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.

Job description

FAENA in Miami Beach is seeking a Reservations Associate to provide prompt, courteous handling of Food and Beverage reservation requests across Faena venues. You will ensure accurate data entry, maintain guest history records, and communicate policies clearly to guests.

The role requires maintaining up-to-date knowledge of seating capacities, event schedules, and promotions, while delivering exceptional service and managing wait lists and daily reports.