Summary of Responsibilities:
- Ensure all calls & emails are answered in a courteous, friendly and prompt manner, following LQA standards and VOG initiatives
- Record accurate guest details in ResDiary
- Offer alternatives or Standby List to guests should the restaurant be fully booked
- Keep online portals open during slow periods
- Close online portals when restaurant is near fully booked
- Check that canceled or no show online reservations are removed from online portals backend
- Use ResDiary Promotion section & Promotions folder to advise guests of accurate and correct information
- Be up to date with Gift Central system
- Be up to date with Fairmont at Home
- Maintain collaborative working relationship with Restaurant Hostess and Restaurant Managers
- Follow SOP & email templates created by Dining Reservation Manager
- Ensure PCI Compliance for all credit card transactions
- Ensure smooth running of operations in the absence of Dining Reservations Manager & Assistant Manager
- Assist Senior Leaders as required
- Assist outlets when they are shorthanded (hostess/service)
- Generate IKE Reports (I Know Everything)
- Set up of Messages in ResDiary
- Set up of Promotions (discounts)
- Set up of Promotions (Events)
- Upkeep Online Health of each restaurant & bar (Accurate menus, time, info, pictures)
- Upload new menus on on all online portals
Qualifications:
- Minimum GCE ‘O’ Level or equivalent
- Basic call centre or F&B operation experience
- Fluent in verbal and written English.
- Good interpersonal, telephone etiquette and communication skills
- Computer Knowledge, i.e. well versed with emails, Microsoft word & excel, online information
- Seat and handle continuous calls for a prolonged time
- Prolonged glare from work station monitor
- Energetic and cheerful attitude in handling repetitive calls
- Ability to handle guest negative feedback
- Show empathy should a request not be met
