Food and Beverage Reservation specialist

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.
QUALIFICATIONS: • Experience: Minimum of 1-2 years in a similar role within a luxury hotel or fine dining establishment, preferably for a luxury or ultra-luxury hotel. • Education: A degree in Hospitality Management or a related field is preferred. GENERAL SKILLS. . • Strong organizational skills with attention to detail. • Proficient in using reservation management software systems. • Microsoft office literate • Knows all payment methods including Casha, CC, Link payments (Canary), Gift cards, voucher. Language: • Required to speak, read, and write English, with fluency in other languages preferred.