FB Reservations Agent

Job Description

• Consistently offer professional, friendly and engaging service.
• Book and enter Dining reservation requests using computerized reservation system.
• Manage follow-up communications with guests to confirm reservations, send reminders, and offer additional services, aiming to enhance guest engagement and satisfaction.
• Have comprehensive and up to date knowledge of all the outlets unique selling points, features, amenities, services and policies and those of the competition.
• Maintain up-to-date knowledge of new menu items, seasonal specials, and any changes in service protocols to ensure accurate information is consistently relayed to guests.
• Work closely with the Sales & Revenue Department as the point of contact for all F&B related bookings and enquiries, in close coordination with the Outlet Managers to promote special events and occasions
• Achieve all individual Hotel Food & Beverage sales targets by maintaining and creating a close relationship with customers.
• Generate new and maintain existing customer relationships through various sales activities and create awareness of the hotel outlets and facilities through face-to-face sales calls, telephone calls, entertainment, site inspections etc. to ensure complete coverage of own portfolio of accounts and achieve set targets and maximum possible productivity.
• Display a pleasant manner and positive attitude at all times to promote a good company image to guests and colleagues in order to avoid internal or external complaints.
• Closely monitor the accounts revenue and business production of own business portfolio and maintain an up to date “Account & Contact Database” in the property management system as well as maintain end of month production reports.
• Update the hotel on the negotiation / progress of every event and use the technology available for communication and client correspondence.
• Actively upsell and cross-sell F&B offerings during customer interactions, including higher-tier beverage packages, special dining experiences, and upcoming events to enhance guest experiences and increase revenue.
• Provide feedback to the Director of Food & Beverage on changing market conditions, review direct competition and conduct regular research to identify new selling strategies.
• Participate in any Training and Development programs as recommended by the senior management.
• Operate in a safe and environmentally friendly way to protect guests’ and colleagues’ health and safety, as well as protect and conserve the environment.
• Conduct site inspections with prospective and existing clients.
• Resolve guest complaints and issues that arise during reservations or dining experiences, providing solutions that uphold the establishment's reputation for quality and service.
• Prepare weekly, monthly, quarterly and annual reports as required. Assist with compilation of competitive intelligence information.
• Other tasks as assigned.
  

Qualifications

• To possess minimum a hospitality degree or similar; Commerce, Sales and Marketing, Business Administration or any relevant courses.
• Minimum two years post graduate work experience in a similar position.
• Proficient in MS Office applications/Excel and PowerPoint.
• Energetic, passionate and self-motivated.
• Able to determine and prioritize tasks under minimum supervision.