Job Purpose
The Reservations Agent will effectively and efficiently manage guest and customer inquiries and maximize revenue opportunities through making reservations efficiently.
Principal Accountabilities
2.1 Take reservation of the guests and ensure to follow brand standards
2.2 Receive and record customers dining reservations and maintain the information in the system accurately
2.3 Maintains knowledge of menu , events , special offerings at the restaurant.
2.4 Inform Guest Relation Manager for waiting list
2.5 Ensure all calls are taken on time without any delay to the customer
2.6 Maintain clean and organized reservation area.
2.7 Observe proper grooming and personal hygiene at all times
2.8 Assist Hostesses / Hosts when needed
2.9 Manage event related work by working closely Sales & Marketing Manager
2.10 Ensure all guests receive positive and professional service to the highest standards to exceed the customer's expectations.
2.11 Handles guest problems and complaints
2.12 Attend all regular departmental briefings and contribute to an open communication within the assigned team
2.13 Performs other duties pertinent to this job as assigned.
Communication & Working Relationships
3.1 Interacts with customers and shows willingness to serve them with a pleasant attitude
3.2 Communicate professionally with the supervisor in charge
Knowledge, Skills, and Experience
4.1 Minimum 2 years of experience in similar position in hospitality industry and in a fine dining concept, preferred but not limited to
4.2 Good in English, knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
4.3 Good communications and interpersonal skills
4.4 Basic computer skills (Recommended to have previous experience in restaurant software)
4.5 Customer oriented with a positive attitude and smiling face
4.6 Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
4.7 Friendly and approachable
4.8 Cooperative and self-giving team player
4.9 Ability and willingness to perform under stress
4.10 Positive and high energy level
4.11 A willingness to go the extra mile in ensuring guests' needs are met
4.12 A huge passion for customer service and hospitality
Physical Requirements of the job
The job of the reservation agent may require:
5.1 Covering different shifts and working during public holidays
5.2 Stressful conditions
5.3 Talking on the phone long hours and time to time will require to stand for long hours
