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F&B Reservations Supervisor

2 months ago

Dubai, Dubai, United Arab Emirates Mandarin Oriental Hotel Group Limited Full time
About the Role

Mandarin Oriental Hotel Group Limited is seeking a highly skilled F&B Reservations Supervisor to join our team in Dubai. As a key member of our hospitality team, you will be responsible for delivering exceptional customer service and ensuring seamless operations in our F&B department.

Key Responsibilities
  1. Reservations Management: Oversee daily reservations operations, ensuring efficient and accurate handling of guest bookings and events.
  2. Guest Experience: Complete guest booking requests in accordance with Mandarin Oriental standards, ensuring high-quality data entry, email quality, and call quality.
  3. Administrative Support: Provide administrative support for group reservations and private events in the F&B department, liaising with Outlet/General Managers as needed.
  4. Event Management: Represent the hotel at pre-event meetings, manage daily event operations, and conduct post-event evaluations to ensure exceptional guest experiences.
  5. Site Visits and Sales: Lead site visits, prepare customized event proposals and contracts, create event orders, design custom menus, and generate sales revenue reports to drive business growth.
  6. Entertainment and Logistics: Contract live entertainers, arrange flights, permits, accommodation, and other related activities to ensure seamless event execution.
  7. Sales and Revenue Growth: Generate future sales revenue by rebooking corporate and social groups, driving business growth and revenue expansion.
  8. Document Management: Maintain document systems and file/store documents in accordance with Hotel's procedures, ensuring compliance and efficiency.
  9. Team Leadership: Demonstrate flexibility to work to demands of the business, including rotational shifts, and actively demonstrate and comply with IT security and compliance policy.
  10. Additional Responsibilities: Perform other duties as reasonably requested by management, including acting as a first point of contact for the restaurant reservations team, proactively identifying and solving problems, and taking charge of the team in the absence of the F&B Executive.
Requirements
  1. Experience: 1-2 years' experience in a high-end customer service role, dealing directly with customers face-to-face and over the phone.
  2. Communication Skills: Communicate effectively with various customer profiles to deliver their expectations, demonstrating advanced knowledge in Microsoft Office and good knowledge of a table management/reservation system.
  3. Language Skills: Fluent in English – spoken and written, with additional languages desirable (especially Arabic, Russian, Mandarin, German, French, Spanish).
  4. Leadership Skills: Proven ability to successfully motivate and lead a team, with strong leadership skills and the ability to inspire and manage a team effectively.
  5. Organizational Skills: Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.