Team Leader, Restaurant Reservations

Description

• Ensure monthly training records are compiled.
• To abide by all Hotel and company policies and procedures. To adhere to all Hotel Health and Safety Policies
• To keep him/ her self-updated with the current and future restaurant status and occupancy levels
• Consults closely with the F&B management Team and all Outlet Managers to achieve the best possible communication.
• Aid agents with product knowledge when in doubt allowing them to be more productive .
• Reply to sensitive or complain t email inquiries accurately regarding availability, rates, and services.
• Ensures smooth day-to-day operation of the Restaurant Reservation.
• Ensuring agents are allocated their responsibilities daily.
• Works on achieving the best possible personalized services for all guests.
• Monitoring the agents on the floor to ensure all standards are being adhered to .
• Manages group reservations and issue’s function sheets on time.
• Responding to agent inquiries regarding availability in the restaurants.
• Controls restaurant reservations for One&Only One Za’abeel
• Assist other departments to investigate the cause of guest inconvenience upon arrival or during the stay, which is related to room or restaurant reservation, for the relevant team to rectify the situation.
• Ensures that a detailed training schedule for all the employees in the department is maintained and training is carried out accordingly.
• Listen to calls as part of the call calibration training in line with Forbes standards.
• Attends and participates in team events.
• Attends the briefing and meetings as required.
• Coordinates and monitors the reservations for special events such as Christmas, New Year’s Eve, etc.
• Provide comprehensive and quality customer care by applying technical knowledge and procedures about restaurants and restaurant reservation when servicing internal and external guest queries .
• Always assure professional attitude towards guest and colleagues .
• Assists the Restaurant Reservations Manager in preparing reports, statistics, and analysis.
• Ensure to always meet Grooming and Hygiene policy of One&Only One Za’abeel when in uniform.
• Monitors the call flow to refrain abandon calls .
• To identify and anticipate guest's needs and requirements.
• Participates in required training related to the job.
• To ensure accurate input of restaurant reservation details in Sevenrooms.
• To effectively communicate and maintain a favorable working relationship with colleagues at all levels to en hance the guest ’s stay .
• To maintain a high level of communication and feedback within the department
• Prioritize and d elegate daily task to ensure that the turnaround time of 24 hours response time is met.
• Handle complaint calls from the agents if needed.
• Monitoring Sales agent's work practices regularly and taking necessary action if required.
• Assist in other administrative duties assigned by the Management Team.
• To be a continual source of information, help, and assistance to all guests and colleagues.
• Adheres to the operational schedules as required by One Za’abeel by being flexible.
• Conduct daily briefings to inform the team of what is expected for the day .

Requirements

• A ssist agents in a nswer ing overflowing call s with confidence, in a polite and friendly manner which is in accordance with Forbes standards.
• Must be skilled to perform the job of a Team Leader, Restaurant Reservations .
• Hospitality graduates an advantage
• Must have good knowledge in computer operation (including software such as excel, word, Opera, Sevenrooms, payment systems, etc. )
• Must have good communication skills (verbal and written)
• Must demonstrate excellent attendance and punctuality.
• Minimum 1 – 2 years’ experience in a similar role in a luxury hotel or call center.
• Must be able to comply with the assigned task to achieve the department’s key performance indicators.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance