Reservations Agent

Roles and responsibilities

• Handle all food and beverage reservations, including processing requests, managing booking systems, and ensuring accuracy of reservation details. Accommodate special requests and modifications as needed.
• Proactively handle customer queries offering personalized recommendations and assistance to enhance their dining experience through telephone and email
• Contribute to revenue objectives through maximizing booking conversions
• Where appropriate, promote and upsell special events, seasonal menus, and exclusive offers to guests, enhancing their dining experience and driving revenue.
• Ensure group and event booking requests are completed and handed to team in agreed time scales.
• Keep up to date with information and training required to complete role effectively
• Flexibility to work to demands of the business including rotational shifts
• Maintain the integrity and accuracy of customer data base
• Actively demonstrate and comply with IT security and compliance policy
• Any other duties as may reasonably be requested by the management
  

Skills & Qualifications

• 1-2 years’ experience in high end customer service role and dealing directly with customers face to face or over the phone
• Strong communication and interpersonal skills, with the ability to interact with guests and team members in a courteous and professional manner.
• Proficiency in table management/reservation management software and Microsoft Office Suite.
• Fluent in English – spoken and written
• Additional languages are desirable (especially Arabic, Russian, Mandarin, German, French, Spanish)
• Knowledge of food and beverage operations and an understanding of dining preferences and trends is advantageous
• Strong interpersonal and communication skills, with the ability to interact effectively with guests and colleagues
• Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.

Desired candidate profile

• Leadership and Management Skills

  • Team Leadership: Ability to motivate, guide, and manage a team of staff to deliver exceptional service.
  • Conflict Resolution: Skilled at handling staff or guest complaints or conflicts in a calm, professional manner, ensuring that situations are resolved without escalating.

• Customer Service Excellence

  • Guest Focus: A customer-centric attitude, with the ability to anticipate guest needs and resolve issues quickly to ensure a positive experience.
  • Empathy: The ability to listen and understand both customer and employee concerns, offering solutions that satisfy all parties.

• Strong Communication Skills

  • Clear Communication: The ability to communicate expectations, tasks, and instructions clearly and concisely to the team.
  • Multitasking: Effective communication in high-pressure situations, particularly during busy shifts, ensuring that information is passed between kitchen and service staff quickly.

• Problem-Solving and Decision-Making

  • Quick Thinking: Being able to make decisions quickly, whether handling a guest complaint, managing a staff issue, or adjusting service based on changing conditions.
  • Critical Thinking: The ability to assess operational challenges, identify solutions, and implement changes to improve the workflow or guest experience.

• Financial and Budget Management

  • Cost Control: Knowledge of food and beverage cost control and the ability to monitor margins, adjust pricing, and reduce waste.
  • Profit Maximization: Ability to drive revenue through upselling, special promotions, and enhancing the guest experience to increase repeat business.

• Attention to Detail

  • Consistency: Ensuring the food, beverage, and service quality remains consistent with the standards set by the establishment.
  • Operational Oversight: Keeping an eye on the small details that contribute to a smooth operation, such as timely service, cleanliness, and appropriate stock levels.