Food and Beverage Reservations Specialist

1 week ago

Dubai, Dubai, United Arab Emirates AccorHotel Full time

Job Summary:

We are seeking a highly skilled and customer-focused Food and Beverage Reservations Agent to join our team at AccorHotel. As a key member of our hospitality team, you will be responsible for providing exceptional service to our guests, ensuring their satisfaction and loyalty to our hotel.

Key Responsibilities:

  • Represent the hotel and its departments through grooming and attitude, adhering to our company's work ethics and code of conduct.
  • Understand and apply the principles of Ennismore to achieve guest satisfaction and maximize revenue through the conversion of guest inquiries to actual sales.
  • Be fluent in hotel products and services, identifying sales opportunities and handling online bookings, emails, and phone calls related to restaurant reservations.
  • Review booked reports and reservation accuracy, keeping all equipment clean and in good working condition.
  • Actively participate in promoting loyalty programs, checking and taking necessary details with customers who have concerns or complaints related to F&B and reservations.
  • Handle customer calls and personal or email inquiries professionally and in a courteous manner, from the first greeting to closing the transaction with the guest.
  • Have a sound knowledge and stay updated with current F&B activation promotions, deals, and partnerships, ready to explain items upon request to assist guests in making decisions.
  • Provide personalized service to guests, anticipating their needs to lead to guest loyalty, and extend assistance to other departments if required or necessary.
  • Prepare proposal proforma invoices and bills by online payment card or cash for special F&B events and group bookings, presenting them in a professional manner and collecting payment from guests.
  • Clarify with guests the minimum age requirements for consumption of alcoholic beverages in accordance with government regulations.
  • Assist the hostess in welcoming and seating guests, answering calls, and taking reservations, especially during busy days and peak hours.
  • Support the restaurant managers with special projects as required or assisting in hosting clients for site visits.
  • Provide guests with information about hotel facilities and local areas, including giving directions.
  • Be aware of the hotel's health, safety, and security policies and procedures, actively involved in the hotel's endeavors towards sustainability through recycling and conservation of energy and water.
  • Accept that working hours are in accordance with the demand of the business, anticipating the volume of guests, taking into consideration the occupancy of the hotel, holidays, weather, and other events taking place in the hotel, and overtime and days in lieu will be paid at the discretion of the management.
  • Perform duties and responsibilities assigned by seniors, maintain and update records essential to the operation, and ensure prompt reporting or submission.
  • Understand government and hotel employment regulations, following procedures in handling complaints, and adhere to the lost and found procedures of the hotel to ensure the safety of guests' property.
  • Regular attendance in conformance with the standards established from time to time is essential to the successful performance of this position, and associates with irregular attendance will be subject to disciplinary action up to and including termination of employment.

Qualifications:

We are looking for a candidate with knowledge of principles and processes for providing customer services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. The ideal candidate should be able to speak, listen, and write effectively, with good knowledge of the English (and local) language, which is the primary language used in the hotel. Additionally, the candidate should have knowledge of all restaurant information and promotion, basic understanding of computer and computer software, including Micros Opera and seven rooms, and ability to manage multiple assignments and tasks, set priorities, and adapt to changing conditions and work assignments.

Remote Work:

No

Employment Type:

Full-time

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