Job Description

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OVERVIEW/BASIC FUNCTION:

The Food and Beverage Reservation specialist is responsible for managing reservations for dining experiences within the hotel’s restaurants, bars, and special F&B events.

This role requires exceptional customer service skills, attention to detail, and a thorough understanding of the hotel’s food and beverage offerings.

The specialist will ensure that all guest inquiries are handled promptly and accurately while providing a personalized service to enhance the overall guest experience.

RESPONSIBILITIES:

Reservation:

Handle incoming reservation requests via phone, email, or online platforms. Provide detailed information about dining options, menus, special events, and promotions. Accurately input reservation details into the restaurant management system. (7 rooms) Confirm reservations with guests via email or phone, providing all necessary details including date, time, location, and any specific requests. Work closely in contact with F&B Operations to communicate special events, offers and pop ups to the clientele Work closely with Marketing to share with our guests the latest marketing material Support Sales and Events with F&B reservation and organization. Collaborate with other departments when required. Ensure you comply to any service task in accordance with Brand and LQA standard. Complete any additional project and administrative task assigned by line manager and management

Guest Assistance:

Assist guests with inquiries regarding menu items, dietary restrictions, and special requests. Make recommendations based on guest preferences to enhance their dining experience. Manage modifications or cancellations of existing reservations efficiently. Ensure F&B systems are updated to reflect guest preferences and key information. Highlight and assist with any special occasion booking (preference enquiries, upselling opportunities etc.) Follow up with guests’ post-visit to gather feedback on their dining experience. Follow up on any F&B negative review, connect with guests and connect for guest recovery experience. Identify repeating guests, developed and maintained relationships and untapped networking opportunities. Successfully track, monitor and report on key information

Upselling and Promotion:

Promote special dining packages, wine pairings, or exclusive events during the reservation process. Identify opportunities for upselling additional services such as private dining or events bookings. Confirmation and Follow-up:

Reporting and Record Keeping:

Maintain accurate records of reservation activities including guest profiles, booking statistics and all related databases such as guest consumption, preferences number of visits, Generate reports as needed for management analysis regarding restaurants occupancy rates and revenue generation from food and beverage services.