Food Beverage Reservations Agent

Adhere to the hotel's policies and the department's standards of operation and be aware of the company's work ethics and code of conduct.
Represent the department and the hotel through grooming and the right attitude.
Understand the principles of Ennismore in achieving guest satisfaction and working standards to maximize revenue through the conversion of guest inquiries to actual sales.
Be fluent in hotel products and services and identify sales opportunities.
Handle online bookings, emails, and phone calls related to restaurant reservations, and stay updated on hotel happenings.
Be flexible in sales techniques by offering the right product to the right customer at the right time.
Review booked reports and reservation accuracy.
Keep all equipment clean and in good working condition, reporting problems immediately to the manager for action.
Actively participate in promoting loyalty programs.
Check and take necessary details with customers who have concerns or complaints related to F&B and reservations to act and correct any problems.
Handle customer calls, personal or email inquiries professionally and courteously from the first greeting to closing the transaction with the guest.
Have sound knowledge and always be updated with the current F&B activation promotions, deals, and partnerships, and be ready to explain the items upon request to assist guests in making decisions.
Provide personalized service to guests and anticipate their needs to lead to guest loyalty.
Extend assistance to other departments if required and develop and maintain corrective and cooperative working relationships with colleagues.
Prepare the proposal proforma invoice and bill by online payment card or cash for special F&B events and group bookings. Present it in a professional manner, collect payment from guests, and return credit cards or change along with the receipt promptly.
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 assist 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, and be actively involved with the hotel's endeavors towards sustainability through recycling and conservation of energy and water.
Accept that the working hours are in accordance with the demand of the business, anticipate the volume of guests considering the occupancy of the hotel, holidays, weather, and other events taking place in the hotel and in Dubai; overtime and days in lieu will be paid at the discretion of management.
Perform the duties and responsibilities assigned by seniors.
Maintain and update records essential to the operation (purchase requisition, weekly supplies, etc.) and ensure prompt reporting or submission.
Understand government and hotel employment regulations and follow procedures in handling complaints.
Adhere to the lost and found procedures of the hotel to ensure the safety of guests' property.
Regular attendance in conformance with the standards which may be established from time to time is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action up to and including termination of employment.
Attendance at all scheduled training sessions, briefings, and communication meetings is required.

Qualifications:

Knowledge of principles and processes for providing customer services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Ability to speak, listen, and write effectively. Good knowledge of the English (and local) language, which is the primary language used in the hotel.
Knowledge of all restaurant information and promotions.
Basic understanding of computer and software including Micros, Opera, and Seven Rooms.
Ability to manage multiple assignments and tasks, set priorities, and adapt to changing conditions and work assignments.
Ability to work with others in a professional manner while achieving common goals and demonstrate sensitivity and awareness of workforce diversity in a multicultural setting.
Willingness to learn new skills and techniques necessary to perform the expected responsibilities related to the position.
Participate in service as required.
Carry out any other instructions issued by the Outlet Manager.
Ensure an efficient and friendly service is provided to all clients by anticipating their needs, which will help maximize selling opportunities.
Ensure that daily reports are up to date with correct information.
This position may require a college diploma or formal certification similar or related to the position applied.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 kg without assistance.
Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability, and visual acuity.
Stand, sit, or walk for an extended period of time or for an entire work shift.
Reach overhead and below the knees, including bending, twisting, pulling, and stooping.

Remote Work: No

Employment Type: Full-time